Refund policy

Return and Refund Policy for Highlands Mill

Effective Date: 18 Dec 2025

Welcome to Highlands Mill. Please read our Return and Refund Policy carefully to understand your rights and responsibilities when shopping with us. By placing an order on our website, you agree to the terms outlined below.

1. Returns Eligibility

Due to the custom and made-to-order nature of many of our products, we only accept returns under the following conditions:

  • Damaged or Defective Items: If your item arrives damaged or defective, you must notify us within 48 hours of delivery.

  • Incorrect Items: If you receive an incorrect item, you must contact us within 7 days of delivery.

To request a return, please contact our support team at info@highlandsmill.com with your order number, a detailed description of the issue, and clear photos of the product.

2. Non-Returnable Items

The following items are not eligible for returns or refunds:

  • Custom or personalized items

  • Items marked as "final sale"

  • Items that show signs of use, wear, or damage caused after delivery

  • Any item returned without prior authorization from Highlands Mill

3. Refund Process

If your return is approved:

  • Refund Method: Refunds will be issued to the original payment method used at checkout.

  • Processing Time: Refunds may take up to 14 business days to process once the returned item is received and inspected.

  • Restocking Fee: A restocking fee of 20% may apply to approved returns unless the error is on our part.

Shipping fees, both initial and return, are non-refundable.

4. Customer Responsibilities

  • Accurate Address: Customers are responsible for providing an accurate shipping address during checkout. Highlands Mill is not liable for orders lost or delayed due to incorrect or incomplete addresses.

  • Tracking Your Shipment: Once your order ships, you will receive tracking information. It is the customer’s responsibility to monitor and retrieve the package promptly.

  • Return Shipping Costs: The customer is responsible for all return shipping costs unless otherwise specified by Highlands Mill.

5. Cancellations and Order Changes

Due to our streamlined processing system, we cannot guarantee changes or cancellations once an order is placed. Please review your order details carefully before completing your purchase.

6. Limitation of Liability

Highlands Mill’s liability is limited to the cost of the product purchased. Under no circumstances shall Highlands Mill be responsible for any indirect, incidental, or consequential damages arising from the use of our products or services.

7. Contact Us

If you have questions about our Return and Refund Policy, please contact us:

  • Email: info@highlandsmill.com