Return & Cancellation Policy
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order.
Returns or refunds will be processed by our team as long as your request is within the first 14 calendar days from when the shipping company notifies your delivery. If this date passes, we may refrain from arranging any refund or resend.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from Hipnos and Nicte will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Some of our pieces, such as the spot cups, are unique and different from each other.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandlin.
The discount codes are sent by email and are for personal use and non-transferable. The order made with other people's codes will be fraudulent and will not be prepared.
Returns made without receipt may be refused. Hipnos and Nicte reserves the right to deny any return.
The cancellation of the order must be made within 2 hours after the order is placed because all our sofas and tables are custom made by artisans.
The custom made (all furniture) products CAN NOT be refunded and returned and can’t be cancelled.
In the event that the client reaches an agreement with the customer service to change an item or receive a new product, instead of a return, this cannot be retracted until the delivery of the second shipment is not effective.
Orders that, due to the customer's fault, have not been picked up or delivered will not be refunded.
If the client refuses to sign the product as and refuses to accept it, we don’t refund client the money.
In the case of furniture. The money will not be returned in the event that the customer is not at home and after a delivery attempt requests a refund.
the customer should contact the local post office and plan the second or third delivery.
The money will not be returned in the event that the client does not pay the possible customs that the shipment may cause, and not attend to the emails,
The money will not be returned, when prior contact with the customer, the items have been destroyed due to the non-collaboration of the customer in the customs process or failure to respond to requests (emails, calls, WhatsApp...) from the transport company.
If the carrier or customs tries to contact the buyer and he does not respond. They will wait 5 days, otherwise the buyer will lose the right to a refund.
The customer must provide us with a correct and complete delivery address. In the event that this is not the case, we are not liable for attributable delays. In this case, if the transport company returns his order, the customer will not be able to cancel his order. The customer will have to provide us again a complete and valid address in which to receive their order.
In the event that the customer refuses to collect the items due to customs fees, they will lose the right to be reimbursed, since we would have to bear the return costs.
In the event that the customer doesn’t collect the order , we won’t refund it.
Once the order is shipped we do not guarantee the change of address. In the cases that we will be able to change the address, client change the shipping address, The derived expenses will be assumed by the client.
CUSTOM ITEMS CAN NOT BE RETURNED Because many of our furniture is custom made for our customers. Please, to be sure if it is a custom made product contact our customer service before buy it.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team to start the return process. Please include the following information:
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Order number
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Proof of purchase
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Video or photo of the faulty product (if applicable)
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Complete delivery address
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Without this, the company may refrain from making a new shipment.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
The charges corresponding to the return shipments will be borne by the consumer to China.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
In the event that your order has been returned by customs, we will resend it, and only until we receive it cannot be canceled
If you wish to cancel your order, you must do so within 2 hours because all the furniture and tables are custom made.
We reserve the right not to cancel orders after this time.