Returns and Warranty

RETURN

Right of withdrawal: You have the right to withdraw from your purchase for any reason within 14 days of taking possession of the goods. In this case, you will be refunded for all costs incurred. However, you must return the item, and the return costs are your responsibility.

Full Withdrawal: If the withdrawal applies to the entire order, we will also refund any standard shipping costs incurred at the time of purchase.
However, you must return the item, and the return costs are your responsibility.
Note: “standard shipping” refers to the least expensive delivery option offered at the time of the order. Any additional costs, such as express delivery or scheduled delivery to the floor, will not be refunded.


Partial Withdrawal: If the withdrawal applies to only some of the products purchased, the original shipping costs will not be refunded, as the contract is not canceled in its entirety.

Return Costs: Return shipping costs are the customer's responsibility, unless otherwise expressly stated. You can request a return label or a home pickup through our customer service; in this case, the cost will be deducted from your refund.

Please note: returns are accepted only for purchases made directly on the website hiro.design

HOW TO RETURN AN ITEM: 

METHOD 1
1. Log in to your account: CLICK HERE TO LOG IN and enter your email address to receive a 6-digit verification code to log in.
2. Select the items: Choose the order and products you wish 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 would like to make a return, write to us using our contact form and put your return request and order number in the subject line. 

2.Return packaging:  Prepare the package using the original box, with the product or products you wish to return inside.
3. Returning products by courier: We will send you a label to attach to the box and book a courier to collect it from your address (the same address where we delivered your order).
4. Return confirmation and refund: After receiving your return, we will check whether the product(s) meet our return policy requirements (i.e., whether the product is intact and undamaged). We will then refund you using the same payment method used for the purchase as soon as possible. The amount we advance to the courier for returning the item will be deducted from your refund.

WARRANTY

As a consumer, you are entitled to a 2-year warranty against defects in the products you purchase.

How do you define a defect? First of all, remember that the items sold on hiro.design are produced in small batches using a combination of industrial and artisanal production methods. Any minor imperfections and irregularities are therefore not considered defects, but rather characteristics that make each of our products unique and authentic.

If, on the other hand, you believe that the product you received has flaws or defects, contact us immediately using our contact form and provide the order number, describe the issue, and send at least one photo of it.

If it is considered necessary to inspect the item, we will arrange to collect it at our expense. If the assessment finds a defect in the item, we will repair it where possible or replace it. If this is not possible, we will refund the total price, including shipping costs.

For all terms and conditions, see the  Platform Terms and Conditions.

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

To meet the withdrawal deadline, it is sufficient to send the relevant notice before the 14-day period expires, starting from the date the goods are delivered.
The Customer may exercise the right of withdrawal using the relevant digital feature available in the website’s account area, by entering the email address associated with the order and then authenticating with a temporary code.
By accessing their account and selecting the relevant order, the Customer can cancel items (“Cancel items”) or request a return in just a few simple guided steps. Once the process is complete, the system will immediately confirm the operation, and the Customer will receive an email containing a summary of the request and the relevant details.
The right of withdrawal applies exclusively to individuals acting for purposes unrelated to any business, commercial, craft or professional activity they may carry out (consumers); purchases made using a VAT number are therefore excluded.