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 immediately and send it back within 14 natural days from receiving your order.
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.
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. For hygienic reasons underwear, socks and swimsuits cannot be returned.
The Custom made and presale items can’t be returned and can’t be cancelled.
Returns made without receipt may be refused. Hipnos and Nicte reserves the right to deny any return.
The return costs are borne by the customer.Once we receive the return package, we will check its condition and, if everything is correct, we will make the complete return of your order.
if there is any charge generated by customs in the return. We reserve the right to discount in whole or in part the amount to be returned
Orders made cannot be canceled to be made again with the 30% code that is given for the first order.
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:
Proof of purchase
Video or photo of the faulty product (if applicable)
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.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 natural 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.
WHEN WILL I RECEIVE MY REFUND?
Orders that are destroyed due to incorrect addresses or for not being able to contact the recipient or for refusing to pick it up at the post office will in no case be refunded.
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. Orders that are being processed due to promotions can’t be cancelled.
The cancellation of the order must be made within less than 1 hour after the order is placed. We start to process all orders 2 hours after the client places the order. Otherwise the client has to wait until the order arrives in order to start the returning process.
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.
ORDERS OF PRESALE CAN NOT BE CANCELLED
- The first orders cannot be canceled when the buyer buys twice and uses the discount code for the first purchase.