Returns and Warranty

RETURNS

Right of withdrawal: You have the right to withdraw from your purchase for any reason within 14 days from the date you take possession of the goods. In this case, you will be refunded all expenses incurred. However, you must return the item, and the return 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. Any additional costs, such as express delivery, scheduled delivery, or delivery to a specific floor, will not be refunded.
Partial withdrawal: If the withdrawal concerns only part of the products purchased, the initial shipping costs will not be refunded, as the contract is not canceled in its entirety.
Return costs: Return shipping costs are borne by the customer, unless expressly stated otherwise. You can request a return label or a home pickup through our customer service; in that case, the related cost will be deducted from the refund.

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

HOW TO MAKE A RETURN: 

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 access your account.
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 want to make a return, write to us through our contact form indicating “return request” and the 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 the products by courier: we will send you a label to attach to the box and arrange for the courier to collect it from your address (the same address where we delivered the order).
4. Return confirmation and refund: after receiving your return, we will check whether the quality of the product(s) meets our return policies (that is, 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 the refund.

WARRANTY

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

What constitutes a defect? First of all, remember that items sold on hiro.design are produced in small batches using a combination of industrial and artisanal production methods. Therefore, any minor imperfections and irregularities are not considered defects, but rather characteristics that make each of our items unique and authentic.

If, on the other hand, you believe that the product you received has defects or manufacturing faults, contact us immediately through our contact form indicating the order number and the problem, and attaching at least one photo of it.

If it is deemed necessary to inspect the item, we will arrange to collect it at our expense. If the inspection confirms 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, consult the  Platform Terms and Conditions form.

* 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 with colors not included in the catalog, customized finishes, dimensional modifications, or other customizations that make the product non-standard and not resalable to third parties. 

To comply with the withdrawal period, it is sufficient to send the relevant notice before the end of the 14-day period beginning on the date of delivery of the goods.
The Customer may exercise the right of withdrawal through the dedicated digital functionality available in the site's reserved area, accessible by entering the email address associated with the order and subsequently authenticating with a temporary code.
By accessing the reserved area and selecting the relevant order, the Customer may 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 the relevant details.
The right of withdrawal applies exclusively to individuals acting for purposes unrelated to any business, commercial, artisanal, or professional activity they may carry out (consumers); purchases made using a VAT number are therefore excluded.