How to Return an Item:
If you are not satisfied with your purchase from Hipnos Nicte Home, you may request a return within 14 days of receiving your order, according to the delivery date provided by the shipping company. To initiate a return, please contact us with your order number and the reason for the return. Our customer service team will evaluate your request and, if approved, will provide instructions for proceeding with the return.
Please note that only items purchased directly from Hipnos Nicte Home are eligible for return. Items must be returned in their original condition and packaging.
Non-Returnable Items:
- Custom-made items such as furniture.
- Products purchased through authorized retailers (please contact the retailer directly).
- Final sale items.
- Products returned in a non-salable condition.
Damaged and incorrect Items Return Policy
At Hipnos Nicte Home, we strive to ensure that all our products arrive at their destination in perfect condition. However, we understand that issues can occur during the shipping process. To manage any incidents related to damaged items efficiently and fairly, we have established the following policy:
Inspection and Unboxing
We urge our customers to thoroughly inspect the package upon arrival. If any damage to the box or outer packaging is observed, we request that the entire unboxing process be recorded. This recording will serve as proof in case the item is damaged due to potential mishandling by the shipping company.
Claim Period:
The customer has 72 hours from the receipt of the product to file a claim for a damaged item. Claims received outside this period will not be processed.
Claim Submission:
To submit a claim, the customer must provide:
- The unboxing recording.
- Photos of the visible damage to the product.
- A detailed description of the damage.
Collection and Verification:
Once the claim and provided evidence are received, our team will verify the information. If the claim is validated, our company will arrange to collect the damaged item at no additional cost to the customer.
Resolution:
Our preferred resolution policy is to send a replacement for the damaged item. Only if a replacement is not possible, a full refund will be offered to the customer.
We appreciate our customers' cooperation in following these guidelines. Recording the unboxing of the product is a preventive measure that can avoid future inconveniences and ensure a smoother and more transparent claim process.
Note: This policy is subject to the current European legislation and the consumer rights established therein.
Return Process Duration:
Processing returns may take up to 14 business days from the date we receive the returned items. We will notify you via email once your return has been processed.
Refunds:
Refunds for defective items will include the full purchase price and will be credited to the original form of payment. For non-defective items, the refund will exclude all shipping and handling fees. Refunds will be processed within 14 business days after we receive the returned item. Please follow up with your bank or credit card issuer to find out when the credit will be posted to your account.
Return Shipping Costs:
Return shipping costs to our facilities in China, Germany, or the USA, depending on the warehouse from which the product was shipped, will be the responsibility of the customer.
Changing or Cancelling an Order:
To change or cancel an order, please contact us immediately and provide your order number along with the desired changes. Note that modifications or cancellations can only be made within 2 hours of order placement due to the custom nature of our furniture and tables. Orders that have been packed or shipped cannot be modified or cancelled.
PLEASE NOTE that in promotional periods, this is not applicable and we reserve the right to make cancellations
Custom and Pre-Made Orders:
Custom items cannot be returned or refunded. If you wish to cancel a custom order, you must do so within 2 hours of placing the order, as these items are specially made to order.
Legal Compliance:
This policy is in accordance with European consumer law, which emphasizes transparency, fairness, and the rights of consumers. We aim to provide clear information and reasonable terms to protect both our customers and our business. This policy ensures that we adhere to the highest standards of customer service and legal compliance, safeguarding consumer rights while maintaining efficient business operations.
