Refund & Return Policy

Scope

This policy applies to all products purchased through the MrHilee Snacks official website (mrhilee.com).

• All seafood snack products sold on this website
• Orders completed through Shopify checkout
• Orders shipped to China, Malaysia, and the United States

Return Window

You may request a return or exchange within 7 calendar days from the date of delivery. Requests beyond 7 days will not be accepted. The delivery date is based on the timestamp shown in shipping carrier tracking.

Return Conditions

All of the following conditions must be met for a return to be accepted:

• Unopened Packaging: Product must be unopened and unconsumed, with all original packaging intact.
• Resellable Condition: Product must be in resellable condition, free from stains, damage, or odors.
• Food Safety: Opened food items cannot be returned or exchanged (except when the product has a quality defect). This policy exists to protect the food safety of all customers.

Eligible Reasons for Return

You may request a return or exchange in the following circumstances:

1. Quality Defects: Spoilage, off-odors, foreign objects, or packaging damage that exposes the contents.
2. Wrong or Missing Items: The items received do not match your order.
3. Severe Shipping Damage: The product was severely damaged during transit, affecting usability.

Return Shipping Costs

Shipping costs for returns are handled as follows:

• Quality-related returns: Return shipping is covered by the seller (MrHilee). Please contact support for a prepaid return label.
• Non-quality returns: Return shipping is borne by the buyer (e.g., personal taste preference, ordered by mistake).
• Replacement for damaged/spoiled items: All replacement shipping costs are covered by the seller — no additional cost to you.

Return Process

Follow these steps to initiate a return:

1. Contact Support: Reach out via our Contact page or email with your order number and a description of the issue.
2. Submit Evidence: As guided by our team, provide clear photos of the affected product (including outer packaging and contents) as return documentation.
3. Resolution: Once confirmed as eligible, we will arrange a return (quality issues) or directly ship a replacement (damage/wrong items).

Refund Information

Important information about refunds:

• Refunds are processed within 7 business days after receiving and confirming the returned item, credited back to your original payment method.
• Replacement items are shipped within 24 hours after confirmation, with a new tracking number provided.

FAQ

I opened the snack packaging but didn't like the taste. Can I return it?

Unfortunately, for food safety compliance, opened food items cannot be returned (except for quality defects). We recommend reviewing product descriptions and ingredient lists carefully before purchase.

My package arrived damaged and the snacks spilled out. What should I do?

Do not discard the damaged packaging! Take clear photos immediately (showing the outer packaging, inner packaging, and spilled product), then contact our support team within 48 hours. We'll arrange a free replacement — no need to return the damaged items.

How long until I receive my refund?

Once we receive and confirm the returned item, refunds are processed within 7 business days. The actual time to appear in your account depends on your bank or payment provider, typically 3-10 business days. Feel free to contact us to check your refund status.