All products which are shipped out will be under our guarantee services. If you have any issues with the stem/surface of the product, please kindly contact us. We are always here to support you!
Returns & exchanges
If the item you purchased is defective by the production process, you are welcome to ask for a return or exchange within 14 days after delivery. To be eligible for a return or exchange, your item must have no visible signs of wear or use and be returned in original product packaging.
We will send you an email as soon as your return has been received and is processed. Please provide your full name, mailing address, email, order number and instructions / reason for return. For any additional questions, please email us at info@hirosarts.com.
Several types of goods are exempt from being returned. We do not accept returns of custom or personalised orders.
To complete your return or exchange, we require a receipt or proof of purchase.
We are responsible for return shipping costs for broken products. However, if the item is not returned in its original condition, the buyer is responsible for any loss in value.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@hirosarts.com.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item