Returns

You are free to change your mind: you can return the purchased item within 14 days from the delivery date, for any reason*.

In this case, you will be fully refunded for the expenses incurred. However, you are required to return the item: return shipping costs are your responsibility.

If, instead, you believe the product you received has defects or malformations, it falls under the warranty, valid for 2 years.

In this case, we will arrange to collect the item at our expense to repair or replace it.

How to proceed? To make your return, follow these simple steps:

METHOD 1

1. Log in to your account: CLICK HERE TO LOG IN and enter your email to receive a 6-digit verification code to access your account.

2. Select the items: Choose the order and products you want to return, specifying the reason for the return.

METHOD 2

1. Contact our customer service: if you are not fully satisfied with your order and want to make a return, write to shop@hiro.design indicating "return request" and the order number in the subject line. To speed up the process, attach the withdrawal form downloadable from this link. We will contact you with precise instructions.

2. Packing the return: prepare the package using the original box with the product(s) you wish to return inside.

3. Return of products via courier: we will send you a label to attach to the box and will schedule the courier to pick up the package at your address (the same address where the order was delivered).

4. Return confirmation and refund: after receiving your return, we will verify if the product(s) meet our return policy (i.e., if the product is intact and undamaged). Then, we will refund you using the same payment method used for the purchase as soon as possible. The amount we advanced to the courier for the return shipping will be deducted from your refund.

Read detailed information here.

* The right of withdrawal does not apply to products made to measure or customized pursuant to art. 59 of the Consumer Code. This category includes items made to the customer's specific request, such as products with colors not in the catalog, personalized finishes, dimensional modifications, or other customizations that make the product non-standard and not resellable to third parties.

To respect the withdrawal period, it is sufficient to send the related communication before the expiration of the 14-day period starting from the delivery date of the goods.
The Customer can exercise the right of withdrawal through the dedicated digital function available in the reserved area of the site, accessible by entering the email address associated with the order and subsequent authentication via a temporary code.
By accessing the reserved area and selecting the relevant order, the Customer can proceed to cancel items ("Cancel items") or request a return through a few simple guided steps. At the end of the procedure, the system will provide immediate confirmation of the operation and the Customer will receive an email containing a summary of the request and related details.
The right of withdrawal applies exclusively to natural persons acting for purposes unrelated to any entrepreneurial, commercial, artisanal, or professional activity carried out (consumers); therefore, purchases made with a VAT number are excluded.