Refund policy

Return & Refund Policy

Last updated: July 24, 2026

Thank you for shopping with Hillrein. This Return & Refund Policy explains how returns, exchanges, cancellations, and refunds are handled for orders placed on hillrein.com.

Return Window

We accept return requests within 30 days after the order is delivered. To be eligible for a return, the item must be unused, unburned, unassembled where applicable, and in the same condition that you received it. All original packaging, accessories, manuals, and proof of purchase must be included.

Outdoor Stove Product Condition

Hillrein products are outdoor wood-burning cooking stoves and related accessories. Once a stove has been ignited, heated, burned, or used with fuel, normal heat discoloration, soot, smoke residue, burn marks, or other heat-related changes may occur. Used or burned products cannot be returned for a change of mind unless the product is defective, damaged on arrival, or incorrect.

How to Start a Return

To start a return, contact us first at support@hillrein.com with your order number, photos if applicable, and a short description of the issue. If your return is approved, we will provide the return instructions and return address. Please do not send any item back before contacting us. Items returned without prior approval may not be accepted.

Damaged, Incorrect, or Missing Items

Please inspect your order when it arrives. If the item is defective, damaged, missing parts, or if you received the wrong item, contact us within 7 days of delivery at support@hillrein.com. We may ask for photos, videos, packaging images, or other order information so we can review the issue and provide a replacement part, exchange, or refund where appropriate.

Non-Returnable Items

We cannot accept returns for used or burned stoves, items damaged by misuse, items missing original parts or packaging, custom or special-order items, gift cards, or items returned without prior authorization.

Return Shipping

If the return is caused by our error, a defective item, or damage during delivery, we will provide instructions for the best resolution. For change-of-mind returns, the customer is responsible for return shipping costs and for shipping the item back safely with tracking. Original shipping charges are not refundable unless required by law or unless the return is due to our error.

Refunds

After we receive and inspect the returned item, we will notify you whether the refund is approved. If approved, the refund will be issued to your original payment method. It may take several business days for your bank, card issuer, or payment provider to post the refund.

Order Cancellations

You may request cancellation before the order has shipped. Once an order has shipped, it cannot be cancelled and must follow the return process after delivery.

Contact

For return and refund questions, contact Hillrein at support@hillrein.com.