Returns and Cancellations
At HineTitana.com, we want you to be completely satisfied with your purchase. If for any reason you are not completely satisfied with your product, we offer free returns on all items. You can request a return within 14 days of receiving your order.
Return Process:
1. Contact Us: Contact our customer service team via email at info@hinetitana.com, including your order number and the reason for the return.
2. Packaging: Ensure the item is packaged in its original packaging, with all tags and accessories included. Items must be new, unused, and include the original packaging and tags. We do not accept returns on personalized items or any products that have been used or damaged due to mishandling.
Return Conditions:
1. Return Period: You have 14 calendar days to request a return from the date you receive the product.
2. Product Condition: The product must be in its original condition, unused, and in its original packaging.
3. Return Costs: Return shipping costs will be borne by the customer. We recommend using a trackable shipping service to ensure the product reaches our facilities.
4. Refunds: Once we receive the product and verify its condition, we will refund the item price.
To ensure an efficient and transparent return process, we ask our customers to follow these guidelines:
1. Tracking Number and Shipping Company: Any customer wishing to return a product must provide the tracking number and the shipping company used for the return. This information is crucial for tracking the return and ensuring the product has been properly received at our facilities. Without this information, we will be unable to process the return.
2. Refusal to Pick Up the Order: If a customer decides not to pick up their order once it is available for delivery, they will lose the right to return it. This policy is based on Article 9 of European Directive 2011/83/EU on consumer rights, which states that the sales contract will be considered terminated only when the consumer has duly exercised their right of withdrawal. Refusing to pick up an order is considered a rejection of the sales contract, which prevents the possibility of returning the product.
These policies are designed to comply with European regulations and protect both our company and our customers.
Return Timeframe:
Refunds are typically processed within 5 to 7 business days after receipt and inspection of the returned item. The refund will be issued using the same payment method used for the original purchase.
Late or Non-Received Refunds:
If you have not received your refund after 7 days, please check with your bank or credit card issuer, as processing time may be longer. If the issue persists, please do not hesitate to contact our customer service team for assistance.
Cancellation Policy:
Orders can be canceled within 3 hours of purchase, as all our products are prepared and made to order. This means we begin the process immediately after receiving your order to minimize delivery times.
To cancel, please contact our customer service team. After this time, cancellations and refunds will not be accepted.
Broken or defective product:
If you receive a broken or defective item, you have 48 hours to report the problem to the following email address: info@hinetitana.com, where we will be happy to address the issue.
Legal compliance:
This policy complies with European consumer legislation, which prioritizes transparency, fairness, and consumer rights. Our goal is to provide clear information and reasonable terms to protect both our customers and our company. This policy ensures that we meet the highest standards of customer service and legal compliance, protecting consumer rights and maintaining the efficiency of our operations.
