Refund policy

The document was written in Italian and translated into French for the customer's convenience. Always refer to the original Italian version.

We have a 30-day return policy, which means you have 30 days after receiving the item to request a return, as specified in the conditions of sale - right of withdrawal.

To be eligible for a return, your item must be in the same condition that you received it, unused, with all accessories, tags, manuals, and packaging. You will also need the receipt or proof of purchase. To initiate a return, you can contact us at info@hesago.store. If your return is accepted, we will send you instructions and the address to return the goods. In most cases, we can also send you a prepaid return label for the return of the goods. You will be responsible for the return shipping costs, but the initial shipping costs for the product, with the exception of any express shipping supplements, will be fully refunded. It is understood that in case of product defect, you will also be reimbursed for the return shipping costs. Items shipped back without first requesting a return will not be accepted. Please note that if your country of residence is not Italy, the shipment of the goods may take longer than expected. You can always contact us for any return requests at info@hesago. store.

DAMAGE AND PROBLEMS

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can assess the problem and remedy it. Some types of items cannot be returned, such as personalized products (such as special orders or customized items) and personal care products (such as beauty products). Unfortunately, we cannot accept returns on gift cards.

EXCHANGES

The fastest way to exchange an item is to return your current item and once it has been accepted, make a separate purchase for the new item.

REFUND

Once your return has been received and inspected, we will notify you if you are approved for a refund or if the return is unacceptable. If you are approved, you will receive your refund automatically to your original method of payment within 14 days. Please be aware that it may take some time for your bank or credit card company to process and post the refund as well.