🔄 Returns & Refunds Policy

At HIGHLAND CONSULTANT Limited Liability Company, we want every customer to have a clear understanding of our return and refund process. This Returns & Refunds Policy explains the conditions under which returns, refunds, and related requests may be accepted.

📦 Return Eligibility

Customers may request a return if the item received is damaged, defective, incorrect, or significantly different from the item ordered.

To be eligible for a return, the item must:

  • Be requested for return within 14 days of the delivery date
  • Be unused and in its original condition
  • Be returned in the original packaging whenever possible
  • Include proof of purchase, such as the order confirmation or receipt

We reserve the right to deny returns that do not meet these conditions.

🚫 Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items that have been used, worn, altered, or damaged after delivery
  • Items returned without original packaging when such packaging is important to the product condition
  • Clearance, final sale, or non-returnable items clearly marked as such at the time of purchase
  • Personalized, customized, or special-order items unless they arrive damaged or defective

📝 Return Request Process

To initiate a return, customers must contact us first at [email protected] with the following information:

  • Full name
  • Order number
  • Description of the issue
  • Photos of the item, if damaged, defective, or incorrect

Once your request is reviewed and approved, we will provide return instructions.

Please do not send any item back without prior authorization, as unauthorized returns may not be accepted.

🚚 Return Shipping Costs

If the return is due to our error, such as receiving a damaged, defective, or incorrect item, we may cover the return shipping cost or provide an appropriate solution.

If the return is for any other approved reason, the customer may be responsible for the return shipping cost.

Original shipping charges are non-refundable, unless the return is caused by our error.

💵 Refunds

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider or financial institution.

❌ Partial or Denied Refunds

A partial refund or no refund may be granted if:

  • The returned item is not in its original condition
  • The item shows signs of use, damage, or missing parts not caused by us
  • The return request was submitted after the allowed return period
  • The item does not meet the requirements of this policy

🔁 Exchanges

We only replace items if they are defective, damaged, or incorrect.

If you need an exchange for the same item, please contact us at [email protected] with your order details and supporting photos, if applicable.

⏳ Cancellations

Orders may only be canceled before they have been processed or shipped.

If you wish to cancel an order, please contact us as soon as possible. Once an order has been processed or shipped, it can no longer be canceled, but it may still be eligible for return under this policy.

📬 Late or Missing Refunds

If you have not received your refund after the expected processing period, please:

  1. Check your bank account again
  2. Contact your credit card company or payment provider
  3. Contact your bank, as processing times may vary

If you still have not received your refund after completing these steps, please contact us at [email protected].

📞 Contact Information

If you have any questions about this Returns & Refunds Policy, please contact us:

HIGHLAND CONSULTANT Limited Liability Company
9040 TELSTAR AVE STE 127, EL MONTE, California 91731, United States
Phone: (916) 557-2200
Email: [email protected]