Refund Policy
Last updated: September 2026
This Refund Policy explains when and how refunds may be issued for purchases made on HLL Ultimate Mods (HLL World). Because we sell digital products and creator tools that are delivered instantly, please read this policy carefully before making a purchase.
1. Digital Products — All Sales Are Generally Final
HLL World sells digital products only, including ETS2 mods, truck and trailer skins, maps, add-ons, creator passes, and credits. Once a product has been successfully delivered, downloaded, or exported, the sale is generally considered final, as digital goods cannot be “returned” in the way physical items can.
2. When a Refund May Be Considered
We want you to be satisfied with your purchase. A refund request may be reviewed and, where appropriate, approved in cases such as:
- Duplicate payment: You were charged more than once for the same product due to a technical or payment error.
- Failed delivery: Your payment succeeded but the product was not delivered and our support team is unable to deliver it to you.
- Corrupted or broken files: The file cannot be used and cannot be repaired or replaced by our team.
- Verified payment errors: A confirmed billing error, such as an incorrect amount charged.
- Unauthorized transactions: A transaction confirmed as unauthorized by the payment provider.
3. When a Refund Will Not Normally Be Issued
Refunds are not normally provided in situations such as:
- You changed your mind after a successful download or export.
- You purchased the wrong product by mistake but the product was delivered correctly.
- The mod is incompatible with an ETS2 version other than the one stated on the product page, or with third-party mods you also have installed.
- Installation problems caused by not following the provided instructions.
- Currency-conversion differences or fees charged by your bank or card provider.
- You no longer want a creator pass or credits after they have been activated or used.
Where possible, we will always try to help you get a working product before considering a refund — often a compatibility fix, a re-download, or a replacement file resolves the issue.
4. Payments and Currency
All prices on HLL World are charged in Kenyan Shillings (KSh / KES) and processed securely through Pesapal. If you paid from outside Kenya, any approved refund is issued in Kenyan Shillings; the amount you receive in your local currency, and the timing, are determined by your bank or card provider and their exchange rate. HLL World is not responsible for conversion differences or fees applied by your provider.
5. How to Request a Refund
To request a refund, please contact our support team with the following details so we can locate your order quickly:
- Your full name.
- Your account email or username.
- Your order number.
- The product name.
- A clear explanation of the issue, with screenshots or a short video if possible.
Send your request to [email protected] or via WhatsApp at +254 740 293 924.
6. Review and Processing Time
Refund requests are normally reviewed within 24–48 business hours. If a refund is approved, it will be processed back through the original payment method via Pesapal. The time it takes to appear in your account depends on your payment provider.
7. Chargebacks
If you believe there is a problem with a charge, please contact us first — we can usually resolve it faster than a formal dispute. Opening a chargeback without contacting us may result in temporary suspension of your account while the matter is reviewed with the payment provider.
8. Changes to This Policy
We reserve the right to update or modify this Refund Policy at any time. Any changes become effective once published on this page.
9. Helpful Links
Terms & Conditions
Privacy Policy
Delivery Policy
FAQ
Contact Us
10. Contact Information
Business Name:
HLL Ultimate Mods (HLL World)
Business Email:
[email protected]
WhatsApp Support:
+254 740 293 924
Country of Operation:
Kenya
Support Response Time:
Within 24–48 business hours.