Returns and Warranty

RETURNS

Right of withdrawal

You have the right to withdraw from the purchase for any reason within 14 days from when you take possession of the goods. In this case, you will be refunded for all expenses incurred. However, you are required to return the item and the return shipping costs are your responsibility.

Full Withdrawal
If the withdrawal concerns the entire order, we will also refund any standard shipping costs incurred at the time of purchase. Note: “standard shipping” means the least expensive delivery method offered at the time of the order.
Additional costs such as express delivery, scheduled delivery, or delivery to the floor will not be refunded.

 

Partial Withdrawal
If the withdrawal concerns only part of the purchased products, the initial shipping costs will not be refunded, as the contract is not canceled in its entirety.

 

Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless otherwise expressly indicated. You can request a return label or home pickup through our customer service; in this case, the related cost will be deducted from the refund.

 

Attention: returns are accepted exclusively for purchases made directly on the hiro.design website.


HOW TO MAKE A RETURN:


METHOD 1

1. Log into 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 the 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 at 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. Returning the products via courier: we will send you a label to attach to the box and schedule the courier pickup at your address (the same address where we delivered the order).

4. Return confirmation and refund: after receiving your return, we will verify if the product(s) meet our return policies (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.

WARRANTY


As a consumer, you are entitled to a 2-year warranty for defects on purchased products.

How to 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. Therefore, any small imperfections and irregularities are not considered defects but rather characteristics that make each of our items unique and authentic.

If, however, you believe the product you received has malformations or defects, contact us immediately at shop@hiro.design indicating the order number, the problem, and sending at least one photo of the issue.

If an inspection of the item is deemed necessary, we will arrange to collect the item at our expense. If the evaluation confirms a defect, we will repair it when possible or replace it. If this is not possible, we will refund the full price, including shipping costs.

For all conditions, please consult the Platform Terms and Conditions form.

* 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.

Shipping


Please note that our standard shipping includes delivery exclusively to the ground floor (at the indicated street number). The courier is not authorized to carry the goods to upper floors or inside the residence. We recommend that you arrange in advance to collect the packages, especially in the case of bulky items.