HLS / CUSTOMER POLICY UPDATED 18 AUGUST 2026
POLICY
01—13

Order, Shipping,
Exchange & Return

Please read this policy carefully before completing your order. By completing payment, the customer confirms that they have read, understood and accepted this policy.

!
PLEASE NOTE

This policy does not affect any rights granted to customers under applicable laws and regulations.

01
ORDER

Order Information

The customer must provide their full name, telephone number, complete delivery address and any other information required to process the order.

The customer is responsible for verifying the accuracy of their contact and delivery information, as well as the selected size, colour, model and specifications before payment.

The customer may be responsible for any additional costs resulting from incorrect or incomplete information.
02
PRODUCTS

Nature of the Products

Master Copy Products

The products offered are Master Copy products and are not 100% original.

  • Products are not required to be identical to the original products.
  • Materials, manufacturing, colours and details may differ.
  • Minor differences may occur between production batches.
  • Handmade manufacturing processes may result in slight variations.
By completing payment, the customer confirms that they understand the nature of the product and agree to purchase it on this basis.
03
MEDIA

Product Photos & Videos

The customer confirms that they have viewed the product’s photos and videos through the store or our Snapchat account, Highleveltrd, and reviewed its specifications before completing the purchase.

01

Colours and certain details may vary slightly due to lighting, camera angles, image processing and device screen settings.

02

Minor differences caused by photography or screen settings are not considered manufacturing defects.

04
COMPARISON

Comparison With the Original Product

If the customer claims that the product differs from the original product, they must provide clear, real-life photos or videos showing both products side by side under the same lighting and conditions.

IMPORTANT

Whenever possible, the comparison should be conducted inside a store selling the original product.

Images from the official website alone will not be accepted as proof of a difference in colour or detail, as professional images may be affected by lighting, camera angles, image processing and screen settings.

A Master Copy product is not guaranteed to be completely identical to the original product.
05
SHIPPING

Processing, Manufacturing & Shipping

Estimated timeframes for processing, manufacturing and delivery are as follows:

2–5 Business Days

Order processing

3–10 Business Days

Made-to-order manufacturing

14 Business Days

Watches & stone-setting

5–7 Business Days

Express shipping

15–20 Business Days

Standard shipping

The shipping period begins after the product has been processed or manufactured. Weekends and public holidays are not included. All stated timeframes are estimates and are not guaranteed delivery dates.
06
QUALITY CHECK

Product Inspection

✓

Products are inspected before shipment and may be photographed or recorded on video for documentation purposes.

!

Inspection does not eliminate the possibility of a hidden defect that was not visible or reasonably detectable at the time of inspection.

07
DELIVERY

Delivery Charges

WITHIN THE UAE AED 30
OUTSIDE THE UAE FROM AED 200

Final cost depends on destination, weight and shipment size.

The customer may be responsible for any customs duties, taxes or import charges imposed by the destination country unless otherwise agreed in writing.

08
DELAYS

Shipping & Processing Delays

Delays may occur due to shipping companies, customs procedures, weather or political conditions, seasonal demand, public holidays or other circumstances outside the store’s control.

PLEASE PLAN AHEAD

Customers are advised not to place orders based on a specific travel date or occasion, as processing, manufacturing and shipping timeframes are estimates.

09
CLAIMS

Manufacturing Defects & Order Errors

If a possible defect is discovered or the customer receives a product different from the confirmed order, the customer must contact the store immediately through one of its official communication channels.

Required Evidence

01

The entire product.

02

The packaging and accessories.

03

The defect or difference clearly and directly.

Conditions for Acceptance

  • The product must not have been used or worn.
  • The product must not have been repaired or modified.
  • The product must remain in its original condition, packaging and accessories.
  • Labels, stickers or protective materials must not have been removed, where applicable.
IF CONFIRMED

If a manufacturing defect or an error by the store is confirmed, the case will be handled through repair, replacement or refund, depending on the circumstances and applicable regulations.

The 10% deduction does not apply when a manufacturing defect or an error by the store has been confirmed.
Manufacturing defects do not include misuse, damage, scratches, breakage, liquid exposure or any damage occurring after delivery.
10
RETURNS

Return of a Non-Defective Product

Changed your mind? A cash refund is not automatically available.

If the store exceptionally agrees to accept the return of a non-defective product:

  • A 10% administrative and operational fee will be deducted from the product’s value.
  • The customer is responsible for return shipping costs.
  • The product must be unused and remain in its original condition, packaging and accessories.
  • The product will be inspected before the return receives final approval.
CUSTOM PRODUCTS

Products manufactured, modified, engraved or stone-set according to the customer’s instructions cannot be returned unless a manufacturing defect or an error by the store is confirmed.

11
ORDERS

Order Confirmation & Cancellation

01

Order processing begins after payment has been received or confirmed.

02

Verify the model, size, colour, specifications and delivery address before payment.

03

The order cannot be changed or cancelled once processing, manufacturing or supplier ordering has started.

04

If cancellation is exceptionally approved, costs already incurred may be deducted.

12
DOCUMENTATION

Order Documentation

The following records are considered primary references for confirming order details:

Order invoice Order records Official communications Photos & videos Written specifications Proof of payment Shipping records
The customer should retain these records until the order has been completed and any related claim has been resolved.
13
ACCEPTANCE

Acceptance of This Policy

By placing an order or completing payment, the customer confirms that they have read, understood and accepted this policy.

YOUR LEGAL RIGHTS

Nothing in this policy is intended to exclude or restrict any rights that cannot lawfully be waived under applicable laws and regulations.

HLS

Thank you for your trust
and understanding.

We appreciate your business and are committed to providing a clear and transparent shopping experience.