Return Policy
Terms and conditions of service
If you are not satisfied with your purchase or if you wish to change the product or for any other reason, you have up to 14 days (from the day you received the product) to return it for free* and receive a refund of the amount paid during the purchase**.
*in the case of purchases in the EU or internationally, all return shipping costs are the customer's responsibility and will not be refunded. The customer must use a tracked shipping method, otherwise we decline all responsibility in the event of loss. The customer can use our shipping service by deducting the costs from the final refund of the Return.
**Returns are Free if a Product Exchange or the issuance of a Coupon Code is requested. When making a Return with a refund request, the rates according to point 3 apply.
1. Return Request
To use the return service, a request must be made by filling out the form above or by sending an email to support@hemmetbrand.com. The counting of the days available for the return must be done from the day of receipt of the order to the day of forwarding the return request, it will not influence the processing time of the same by us in the counting.
2. Return Shipping
2.1 For returns made in Italy, the shipping costs related to the return of the product are paid by Hemmet® or included in the Return fee. In the event that you return a return that does not comply with the acceptability requirements, See point 7, you may be charged a penalty or impossibility of return due to violation of the terms.
2.2 For returns made in the EU and international countries, shipping costs are always paid by the buyer. You can ship independently, see point 8, or request a prepaid shipping label: in both cases, shipping costs incurred will never be refunded and will be deducted in the event of a refund.
3. Refund Request
If a refund is requested for returned products, a one-off fee of €15 will be charged to cover the costs incurred in sending the goods and the return shipping costs, as well as a 5% restocking fee on the total amount of returned products.
3.1 Online Payment
If you placed an order with online payment via Paypal or Debit/Credit Card, the refund will be made directly to the original payment source, receiving the entire amount spent deducted from the Return costs within the timeframes established in point 9.
3.2 Cash on Delivery
For orders with cash on delivery please specify whether you wish to receive the refund via bank transfer or a Paypal account. The email address associated with the Paypal account may also not be in the name of the person who made the purchase as long as it is specified once communicated via email by the interested party. The refund will be made according to the timing expressed in point 9.
4. Product Change Request
In case the product is not suitable or has manufacturing defects, you can take advantage of the free exchange**. Once we receive your Return, we will ship the replacement product specified in the return form. It is possible to replace the product with a different product, even of a different value. The difference in cost must be paid in advance via Online payment.
**it is necessary to notify that the product has arrived damaged in origin within 48 hours of the date of receipt. Otherwise it will be considered as accidental damage not attributable to us.
5. Request a Coupon
In case you request a shopping voucher, the value of the refund will be fully converted into a coupon that you can use during the purchase phase. The coupon code will not expire and will be generated instantly once the return has been processed by our logistics center.
6. Return of H|Optical™ Prescription Glasses
Glasses with prescription lenses are custom-made and represent unique pieces according to the specific needs expressed by the consumer, for this reason we cannot reimburse the processing costs as indicated pursuant to and for the purposes of art. 55 Legislative Decree 06.09.2005 n.206, the right of withdrawal is not applicable to personalized goods (Art. 55. Exclusions: 2. Unless otherwise agreed between the parties, the consumer cannot exercise the right of withdrawal provided for in articles 64 and following in the cases: c) of supply of goods made to measure or clearly personalized or which, by their nature, cannot be returned or are liable to deteriorate or alter rapidly).
You will be able to request a refund of the amount paid for the frame, excluding costs related to any optical processing.
7. Service Acceptability Requirements
If one or more requirements of the Returned product are not met, it will not be possible to use the Return service.
We are free to refuse or partially refund any returns that do not meet one or more of the following conditions:
- The products must not show any signs of wear.
- It is the customer's responsibility to use appropriate packaging to protect the product from moisture, rain or dirt during transport. Make sure the package has been closed properly.
- Products must be returned in the same original packaging and with all components present: Hemmet® case, Hemmet® brown cardboard packaging, Hemmet® microfibre cloth still packaged and any other original contents present when the order was received.
- The order receipt must be included in the return.
In case of returned product worn or damaged due to the customer, we reserve the right to apply a penalty of 50% on the total order, deducted from the final refund amount.
The customer has the right to cancel the penalty if he requests to receive the purchased product again, as returned, bearing the shipping costs.
8. Autonomous Shipping
If you choose to ship the return yourself, make sure you use a tracked and signature-required shipping method.
We will not be responsible if the Return is lost or we do not collect packages that go into storage.
Shipping costs incurred in the case of self-shipping are not refundable.
9. Damaged Products and Warranty
Before being shipped, each Hemmet® product is carefully inspected and prepared, always ensuring a high standard of quality. We apologize in advance if you have received a damaged product or one that has not met your expectations. Defective products will be replaced free of charge upon notification within 48 hours of receiving the order.
10. Exclusion of products in Final Promo
Please note that all products marked as "Promo" and present in the PROMO section are not subject to return.
How can I make a complaint if I received a damaged or defective item?
If you receive a damaged or defective item, you must report it urgently within 48 hours by sending an email to support@hemmetbrand.com attaching:
- A brief description of the product defect.
- Photo or video clearly showing the defect or damaged part of the product.
- Description of the status of the package upon delivery
Once we receive the photos, we will check what happened and contact you as soon as possible to find a solution, evaluating whether the problem could have been caused by a manufacturing defect or incorrect use of the product.
Complaints are not accepted in the following cases:
- Breakage due to improper use or if the product is “worn out”.
- Products soiled or damaged by use.
- Products that cause hypersensitivity on contact.
- Damage caused by external factors such as rubbing, sharp objects, chemicals, etc.
In the event that you return a damaged item without prior notification we will not be able to provide a full refund.
How can I start a warranty process?
All our items have a guarantee that varies from 24 to 36 months in case you extend it with H|Care™ insurance , depending on the items ordered. If you notice that the product has a manufacturing or functional defect, you will need to notify us immediately by sending an email to support@hemmetbrand.com with:
- A brief description of the defect encountered.
- A photo/video where the defect is visible.
Once we receive the photos, we will check what happened and contact you as soon as possible to find a solution.
The 24 month warranty, included in each Hemmet® product, is not applicable to the following cases:
- Breakage due to improper use or if the product is “worn out”.
- Products soiled or damaged by use.
- Products that cause hypersensitivity on contact.
- Damage caused by external factors such as rubbing, sharp objects, chemicals, etc.
To protect your products from accidental damage please take out an extension of 3-year warranty with H|Care™.
10. Refund crediting times
All refunds are credited to the payment source made or via the customer's Paypal email address or bank account within 7-15 business days of receiving the return in our sorting office. If you choose to receive a coupon, it will be sent to you by email within 24 business hours of receiving your return. See point 5.