Returns & Refunds
Refund Policy
Last updated: September 7, 2026
At Hilaine, we want you to be satisfied with your purchase. This Refund Policy explains the conditions and procedures for requesting a return, exchange, or refund for products purchased through hilainesoftbra.com.
30-Day Return Period
You may request a return within 30 days of the date your order is delivered. Requests submitted after this 30-day period may not be accepted.
To be eligible for a return, the item must:
- Be unused, unworn, unwashed, and in its original condition;
- Include all original tags, labels, accessories, and packaging;
- Show no signs of wear, washing, stains, odors, damage, or alteration;
- Be accompanied by valid proof of purchase.
How to Request a Return
To begin a return, email contact@hilainesoftbra.com within 30 days of delivery. Please include:
- Your full name;
- Your order number;
- The item you wish to return;
- The reason for the return;
- Photos of the item, if it arrived damaged, defective, or incorrect.
Our customer support team will review your request and provide return instructions if the return is approved. Items returned without prior authorization may not be accepted or refunded.
Customers should not send products to an address shown on a shipping package without first receiving return instructions from Hilaine.
Return Shipping
Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs. Original shipping charges and return shipping charges are non-refundable unless required by applicable law or the return resulted from an error by Hilaine.
We recommend using a trackable shipping service and retaining proof of shipment. Hilaine is not responsible for return packages lost or damaged while in transit.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If an item is damaged, defective, or different from what you ordered, contact us promptly at contact@hilainesoftbra.com.
Please include your order number and clear photographs showing the item, packaging, and issue. After reviewing the request, we may offer a replacement, store credit, or refund, as appropriate.
Non-Returnable Items and Exceptions
For hygiene and health protection reasons, intimate apparel that has been worn, washed, used, stained, altered, or returned without its original protective components cannot be accepted.
The following items may also be non-returnable:
- Items marked as final sale or non-returnable before purchase;
- Gift cards;
- Personalized or custom-made products;
- Items damaged through misuse, improper care, or normal wear and tear;
- Products returned without their original tags or packaging;
- Products restricted from return by applicable health or safety regulations.
These exclusions do not limit any mandatory consumer rights provided by applicable law.
Exchanges
If you need a different size, color, or product, contact us to determine whether an exchange is available. Exchanges depend on product availability.
In some cases, the simplest option may be to return the eligible item and place a new order after the return is approved.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.
Financial institutions and payment providers may require additional processing time before the refunded amount appears in your account. Hilaine does not control these external processing times.
If only part of an order is returned, the original shipping charge will generally not be refunded unless required by applicable law.
Refused and Undeliverable Packages
If a package is refused, unclaimed, or returned because the shipping information provided during checkout was incomplete or incorrect, any eligible refund may be reduced by the original shipping costs, return shipping fees, customs charges, or carrier fees incurred by Hilaine, where permitted by law.
Order Cancellations
If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee changes or cancellations after an order has entered processing or has been shipped.
Contact
For questions about returns or refunds, contact:
We reply within 24-48 hours.