At White Hills, we are committed to delivering products in good condition and at the expected level of quality. If you wish to exchange or return a product, please review the following terms before submitting your request.
Customers may request an exchange within 7 days from the date of receiving the order. Exchange requests submitted after this period will not be accepted unless the product is defective, damaged, or different from what was ordered.
To qualify for an exchange:
If the exchange is requested due to the customer changing their mind or requesting a different product, the customer shall bear both the cost of returning the original product and the cost of shipping the replacement product.
If the exchange is requested because of a manufacturing defect, damage upon delivery, or an error by White Hills in preparing the order, White Hills will bear the applicable shipping costs after the issue has been verified.
Customers may request a return within 7 days from the date of receiving the order, provided that all return conditions stated in this policy are met.
To qualify for a return:
If the return is requested because the customer changed their mind or no longer wishes to keep the product, the customer shall bear the cost of returning the product to White Hills.
If White Hills arranges the return shipment, the applicable shipping cost may be deducted from the refundable amount. Alternatively, the customer may pay the shipping company directly, depending on the agreed return procedure.
If the return is due to a manufacturing defect, damage upon delivery, or an error by White Hills in preparing the order, White Hills will bear the applicable return shipping costs after verification.
Once the returned product has been received, inspected, and finally approved, the value of the accepted products will be refunded to the original payment method within no more than 10 business days.
The time required for the refunded amount to appear in the customer’s account may vary depending on the procedures of the bank, card issuer, or payment service provider. This additional processing time is outside the control of White Hills.
Original shipping fees are non-refundable when the return is requested due to the customer’s preference or change of mind, unless the order originally qualified for free delivery and no shipping fee was paid.
If the return is due to a manufacturing defect, damage upon delivery, or an error by White Hills, the customer will receive the full eligible refund, and White Hills will bear the applicable return shipping costs.
For health, safety, and quality reasons relating to personal care products, products cannot be exchanged or returned in the following cases:
These restrictions do not affect the customer’s rights where a manufacturing defect, pre-existing damage, or an order fulfillment error has been confirmed.
If you receive a damaged product, a product with a visible defect, or a product different from what you ordered, please contact customer service as soon as possible and no later than 7 days from the date of delivery.
Please provide the following:
After reviewing and verifying the request, White Hills will take the appropriate action, which may include an exchange, return, refund, or other suitable compensation, depending on the circumstances.
White Hills will bear the shipping costs if the issue is confirmed to be a manufacturing defect, damage upon delivery, or an error by the Store.
To submit an exchange or return request, please contact White Hills Customer Service within the specified period and provide your order number, the details of the request, and any required photographs or supporting information.
Our team will review the request and explain the return shipping process and the appropriate next steps.
