Free Return* within 30 Days

If you need to return or exchange your order for any reason, we're here to help! We offer free returns or exchanges within 30 days of receiving your order. You can return the product in exchange for a shopping voucher , a different product or a direct refund with the original payment method.

*Free return available only in Italy, for all purchases made in EU and international countries the shipping costs are to be paid by the buyer.

Initiating a return or exchange is easy, just complete the following steps:

  • Log in to your Account by entering the six-digit code received by email
  • In the order tab, click on Manage > Request return
  • Select the reason for the Return and specify in the notes if you wish to receive a Coupon, Exchange or Refund
  • Once the Return has been approved, you will receive our Warehouse address by email
  • Prepare the products and hire a courier to carry out the shipment, shipping costs are non-refundable
  • Once your Return has been received in our warehouse, the process is complete

Doubts? Customers usually ask

How long does it take to receive the refund?

The credit times are 7-15 working days from the receipt of the return in our sorting office. If you choose to receive a coupon, it will be sent to you via email within 24 working hours of receiving your return.

Can I return prescription glasses?

Glasses with prescription lenses are made to measure and for this reason we cannot refund the cost of processing the lenses. You will be able to return and receive a refund of the cost of the frame only.

How do you handle lost or damaged returns?

If a return is lost by our courier, the costs will always be at our expense. If you send the return yourself, please consult point 7 relating to the Return Policy.

Can I use the Free Return several times?

The free return can only be used once per purchase. Every new purchase is covered by the free return service. It is not possible to return an ordered product multiple times.

Return Policy

Terms and conditions of the service

If you are not satisfied with your purchase or if you want to change the product or for any other reason, you have up to 30 days (from the day you received the product) to return it for free* and receive a refund of the amount incurred during the purchase. purchase.

*in the case of purchases in the EU or internationally, all return shipping costs are charged to the customer 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.

1. Return Request

To take advantage of the return service, a request must be made by filling in the form above or by sending an email to support@hemmetbrand.com. The count of the days available for the return must be carried out 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 on our part.

2. Return Shipping
2.1 For returns made in Italy, the shipping costs relating to the return of the product are borne by Hemmet®. In the event that you return a return that does not comply with the acceptability requirements, See point 7, you will incur a penalty of €15 (related to the shipping costs incurred) in addition to the obligation to receive the order and the impossibility of returning due to violation of the terms .
2.2 For returns made in the EU and international countries, the shipping costs are always charged to the buyer. You can carry out the shipment yourself, see point 8, or request a prepaid shipping label: in both cases, the shipping costs incurred will never be refunded and will be deducted in the event of a refund.

3. Refund Request
3.1 Online Payment
If you have 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 within the times established in point 9.
3.2 Payment on Delivery

For orders with payment on delivery, please specify if you wish to receive the refund via bank transfer or a Paypal account. The email address associated with the Paypal account may also be not in the name of the person who made the purchase as long as it is specified once communicated via email by the person concerned. The refund will take place according to the timing expressed in point 9.

4. Product Exchange Request
In the event that the product does not fit or has manufacturing defects, you can take advantage of the free exchange**. Once we have received 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 different value. The difference in cost must be paid first via Paypal or in cash on delivery upon arrival of the change.

** it is necessary to notify that the product has arrived damaged in origin within 48h from the date of receipt. Otherwise it will be considered as accidental damage not attributable to us.

5. Request a Coupon
If you request a shopping voucher, the refund value will be fully converted into a coupon that you can use during the purchase. The coupon code will not expire and will be generated instantly once your return is processed by our fulfillment centre.

6. Return of H|Optical™ prescription glasses
Glasses with prescription lenses are made to measure 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 by effect of art. 55 d.lgs. 06.09.2005 n.206, the right of withdrawal is not applicable to customized goods (Art. 55. Exclusions: 2. Unless otherwise agreed between the parties, the consumer cannot exercise the right of withdrawal provided for in the articles 64 and following in the cases: c) supply of goods made to measure or clearly personalized or which, by their nature, cannot be returned or are likely to deteriorate or expire rapidly).
You will be able to request a refund of the amount incurred relating to the frame, excluding the costs relating to any optical processing.

7. Acceptability requirements of the service
If one or more requirements are not met, it will not be possible to use the free return service. We are free to refuse or partially refund any returns that do not meet one or more of the conditions listed below:

  • 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 transportation. 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 box, Hemmet® microfiber cloth still in packaging, and any other original contents present when the order was received.
  • The properly completed return form must be present inside the return.

In the event of a worn or damaged product caused by the customer, we reserve the right to apply a penalty of €15 relating to the shipping costs relating to the return, forcing the customer to receive the purchased product again.

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 your return is lost or we will not collect packages that will go into storage. There is no refund of shipping costs incurred in the case of independent shipping.

9. Damaged Products and Warranty
Before being shipped, each Hemmet® product is carefully inspected and prepared, always guaranteeing a high standard of quality. We apologize in advance if you have received a damaged product or that has not met your expectations. Defective products will be replaced free of charge upon notification within 48 hours of receiving the order.

How can I make a claim if I have received a damaged or defective item?

If you receive a damaged or defective item, you must urgently report it within 48h by sending an email to support@hemmetbrand.com attaching:

  • A brief description of the product defect.
  • Photo or video in which the defect or damaged part of the product is clearly seen.
  • Description of the state of the package at the time of delivery

    Once we have received the photos, we will check what happened and contact you as soon as possible to find a solution, assessing whether the problem may 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".
    • Dirty or damaged products due to use.
    • Products causing hypersensitivity to contact.
    • Damage caused by external factors such as friction, sharp objects, chemicals, etc.

    In the event that you return a damaged item without prior notification we will be unable to provide a full refund.

    How can I start a warranty process?

    All our items have a guarantee ranging from 24 to 36 months if you extend it with H|Care™ insurance , depending on the items ordered. If you notice that the product has a manufacturing or operating defect, you will need to notify us immediately by sending an email to support@hemmetbrand.com with:

    • A brief description of the defect found.
    • A photo/video where the defect is visible.

    Once we have received 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".
    • Dirty or damaged products due to use.
    • Products causing hypersensitivity to contact.
    • Damage caused by external factors such as friction, sharp objects, chemicals, etc.

    To protect products from accidental damage please subscribe to an extension of 3-year warranty with H|Care™.

    10. Timing of crediting the Refund
    Any refund is credited to the payment source made or to the customer's Paypal email address or bank account within 7-15 working days of receiving the return in our sorting office. If you choose to receive a coupon, it will be sent to you via email within 24 working hours of receiving your return. See point 5.

    By purchasing from hemmetbrand.com, you agree to all terms and conditions of service relating to our Return Policy.