Refund policy

Returns

We have a 14-day return policy: you have 14 days from the day you receive your item to request a return.

How to start a return

To start a return, contact us at info@hidesins.com. If your return is accepted, we will send you instructions on how and where to send your package. Once your return has been approved, you have a further 14 days to ship the item back to us.

Returns must be sent to:

GROUP ROCHEL S.r.l.
Via Indicatorio 52/B
50058 Signa (FI)
Italy

Items sent back to us without first requesting a return will not be accepted.

Return shipping costs

Return shipping costs are at your expense. We recommend using a tracked service: until the parcel reaches us, the item remains your responsibility.

This does not apply if the item is faulty, damaged, or not the one you ordered. In those cases we cover the cost of returning it.

Condition of the items

Your item must be returned in the same condition in which you received it, with tags attached and in its original packaging, together with the receipt or proof of purchase.

You may handle the item as you would in a shop, to check its nature, characteristics and functioning. We may reduce your refund to reflect any diminished value resulting from handling beyond what is necessary for that purpose.

Non-returnable items

We cannot accept returns on gift cards or on items made to your specifications or clearly personalised.

Sale items follow the same return policy as full-price items.

Faulty, damaged or incorrect items

Please inspect your order on delivery and contact us immediately at info@hidesins.com if the item is faulty, damaged, or if you have received the wrong item, so that we can assess the issue and put it right. Where possible, include photographs.

Legal guarantee of conformity

In addition to the return rights described above, consumers in the European Union are entitled to a legal guarantee of conformity of 24 months from delivery, under Italian Legislative Decree 206/2005 (Consumer Code) and Directive (EU) 2019/771. If an item is not in conformity with the contract, you are entitled to have it repaired or replaced, or to obtain a price reduction or the termination of the contract, in the cases and within the limits set out by law. This guarantee is provided free of charge and is not affected by our commercial return policy.

Exchanges

The fastest way to get the item you want is to return the one you have and, once the return is accepted, place a separate order for the new item.

Right of withdrawal — European Union

If you are a consumer and your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days, for any reason and without giving a justification.

The 14-day period starts on the day you, or a third party indicated by you, take physical possession of the goods.
To exercise the right of withdrawal, inform us of your decision before the period expires, by an unequivocal statement sent to info@hidesins.com. You may use the model withdrawal form below, but it is not mandatory.
After notifying us, you have a further 14 days to send the goods back.
The direct cost of returning the goods is borne by you.
We will reimburse all payments received from you, including the standard delivery cost you paid, if any. Where you chose a delivery method more expensive than our standard one, we reimburse the standard cost only.
We will make the reimbursement without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
Reimbursement will be made using the same means of payment you used for the initial transaction, unless otherwise agreed. You will not incur any fees as a result of the reimbursement.

Orders shipped outside the European Union

Orders delivered outside the European Union are shipped on a DAP basis: customs duties, import taxes and any related handling charges are due on delivery and are payable by the recipient.

These charges are set and collected by the destination country, not by us, and they are not refundable by us in the event of a return.

If you return an item from outside the European Union, the parcel must be declared as returned goods on the customs documentation. Parcels returned without a correct declaration may incur import charges on entry into the EU; where that happens, those charges will be deducted from your refund.

If you refuse delivery of a parcel, any outbound shipping, return shipping, storage and customs costs incurred will be deducted from your refund.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, you will be refunded to your original payment method within 14 days. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received it, please contact us at info@hidesins.com.