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.

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


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


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 to provide precise instructions.

2. Return packaging: prepare the package with the original box containing the product or products you wish to return.

3. Product returns via courier: we will send you a label to attach to the box and book the courier for pickup at your address (the same address where we delivered the order).

4. Return confirmation and refund: after receiving your return, we will check if the quality of the product(s) meets 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 products made in small batches using a combination of industrial and artisanal production methods. Any small imperfections and irregularities should not be considered defects but rather features that make each of our items unique and authentic.

If, instead, you believe the product you received has deformities or defects, contact us immediately at the email shop@hiro.design by providing the order number, describing the issue, and sending at least one photo of it.

If an inspection of the item is deemed necessary, we will arrange to collect the piece at our expense. If the evaluation reveals a defect in the item, we will repair it when possible or replace it. If neither is possible, we will refund you the full price, including shipping costs.

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