Return Policy

Hiller Aviation Museum Online Store – Return Policy

At Hiller Aviation Museum, we strive to ensure your complete satisfaction with every purchase. If you’re not entirely happy with your order, our Return Policy makes the process simple and hassle-free.

🕒 Return Window

  • You may request a return within 30 days of receiving your delivery.

  • To be eligible for a return, items should be unused, unwashed, and in their original condition, including any tags and packaging.

🔁 What Can Be Returned?

  • Apparel (shirts, hats, jackets)

  • Accessories (mugs, keychains, pins)

  • Collectibles & Gift Items

  • Exclusions:

    • Sale items marked “Final Sale”

    • Customized or personalized products

    • Digital downloads or gift cards

💸 Refund Types

  • Returns are eligible for a full refund to the original payment method (credit/debit, PayPal, Shopify Pay).

  • Alternatively, you may choose a store credit if preferred.

Refunds are processed promptly once your return is received and inspected, typically within 5–7 business days.

📦 How to Start a Return

  1. Email our Gift Shop team at shop@hiller.org within the 30-day window.

  2. Include your order number, items to return, and reason for return.

  3. We’ll reply with prepaid return instructions.

  4. Package items securely and ship using the provided label.

Note: Returns without a prepaid label may be rejected or incur return shipping charges.

💰 Return Shipping Costs

  • Free returns (continental U.S.): We provide a prepaid return shipping label—just drop off the package.

  • International returns: Customers are responsible for return shipping costs. Customs/import fees will not be refunded.

🚚 Exchanges

If you'd like a different size, color, or replacement item:

  • Simply list your preferred item in the return request email.

  • If available, we’ll ship the exchange item once your original return is received.

  • If not available, you’ll be offered a refund or store credit.

📞 Damaged or Defective Items

We’re sorry if something arrived damaged. Here’s how we’ll make it right:

  1. Email shop@hiller.org within 7 days of delivery.

  2. Provide:

    • Order number

    • Description of the issue

    • Photos of both the product and packaging

  3. We’ll offer you a replacement, exchange, or refund, whichever you prefer, at no extra charge.

❌ Non‑Returnable Items

The following are not eligible for returns (unless damaged or defective):

  • Final Sale items

  • Personalized or custom goods

  • Gift cards or digital products

📝 Refund Process

  • After inspection, refunds are issued to your original payment method.

  • Processing typically takes 5–7 business days (may vary with banks).

  • We’ll send an email confirmation once the refund is complete.

✔️ Need Help?

If you have any questions about returns, exchanges, or your specific order:

  • Email: shop@hiller.org

  • Call: (650) 654‑0200 (Gift Shop / Online Orders)

  • Hours: Mon–Sun, 10 am – 5 pm PT

Thank you for supporting Hiller Aviation Museum! Every purchase helps strengthen our mission to celebrate aviation history and inspire future generations. If you need assistance or just want a friendly chat, we're here to help.