Returns and exchanges policy
RETURN POLICY
A. Legal right to withdraw from the purchase
Right of withdrawal
If you are contracting as a consumer and user, you have the right to withdraw from this contract within a period of 14 calendar days without the need for justification. The withdrawal period will expire 14 calendar days after the day on which you or a third party indicated by you, other than the carrier, acquired material possession of the goods or, in the event that the goods that make up your order are delivered separately, 14 calendar days after the day on which you or a third party indicated by you, other than the carrier, acquired material possession of the last of those goods. To exercise the right of withdrawal, you must notify HIMBA, at the address, Paseo de la Castellana 114, 28046, Madrid, through our contact email or via social networks (Instagram), of your decision to withdraw from the contract through an unequivocal statement (for example, a letter sent by post or email). To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of this right before the withdrawal deadline expires.
Consequences of withdrawal
In the event of withdrawal on your part, we will refund all payments received from you, including delivery charges to the initial delivery address (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us) without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will proceed to make said refund using the same means of payment used by you for the initial transaction, unless you indicate otherwise, expressly detailing the means of payment through which you wish us to make the refund. You will not incur any costs as a result of the refund. Notwithstanding the foregoing, we may withhold the refund until we have received the goods, or until you have supplied proof of the return of the same, depending on which condition is met first. You must return or deliver the products to us directly by requesting the return on our website through our returns portal, without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which you notify us of your decision to withdraw from the contract. The deadline will be deemed to have been met if you return the goods before the deadline has expired. Unless you send the goods directly to our logistics centre, you must bear the direct cost of returning the goods. You will only be liable for any decrease in the value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods.
B. Contractual right of withdrawal
In addition to the right of withdrawal legally recognised for consumers and users and mentioned in the previous clause, we grant you a period of 30 days from the Shipping Confirmation to return products (except for those mentioned in clause C below, for which the right of withdrawal is excluded). If you return the products within the contractual period of the right of withdrawal, but once the legal period has elapsed, you will only be reimbursed for the price paid for such products. You will be responsible for the direct costs of returning the product if you do not return it to our logistics centre. You may exercise your right of withdrawal in accordance with the provisions of the previous clause, although if you notify us of your intention to withdraw from the contract after the legal withdrawal period has elapsed, you must in any case deliver the goods to us within the period of 30 days from the Shipping Confirmation.
C. Common provisions
You will not have the right to withdraw from the contract whose object is the supply of any of the following products:
- Personalized items.
- Goods sealed for health or hygiene reasons that have been unsealed after delivery.
Your right to withdraw from the contract will apply exclusively to those products that are returned in the same condition in which you received them. No refund will be made if the product has been used beyond the mere opening of the same, for products that are not in the same condition in which they were delivered or that have suffered any damage, so you must take care of the product(s) while they are in your possession. Please return the item using or including all its original packaging, instructions and other documents that may accompany it.
MAXIMUM PERIOD TO REQUEST AN EXCHANGE OR RETURN
You have 14 calendar days from the date of purchase to make an exchange or return.
REQUIREMENTS FOR EXCHANGES AND RETURNS
Items must be in perfect condition, with the original packaging and labeling intact, conveniently packaged in their original box and properly protected. The product to be returned must be in the same condition in which it was received by the customer.
HOW CAN I MAKE A RETURN OR EXCHANGE?
You can make your return from our website with Reveni. To do so, click here to begin the process and access the returns portal, where you will have to enter your order number and the email address you used when making the purchase. – If you have made a cash on delivery purchase , please contact us at help@himbacollection.com.
HOW MUCH DOES IT COST TO MAKE A RETURN?
Once you have started the process, you will see the different options to send us the product and its associated cost. – You can see more details in the FAQ section: " How much does shipping cost? "
HOW MUCH DOES IT COST TO MAKE A CHANGE?
The first exchange is free . If a second exchange or a return of the first exchange is required, the customer will be responsible for the shipping costs.
HOW LONG WILL IT TAKE TO RECEIVE THE REFUND?
It depends on the method you have selected:
- Non-instant refund : it may take up to 14 days - Please note that your order has to arrive at our warehouses and we have to review it manually.
- Instant refund to bank account : takes less than 10 seconds
- Instant refund to original payment method : depending on the method it can take between 1 and 3 days. The good thing is that it does not depend on the collection.
- Instant credit refund : 1 second
ABOUT REVENI
- How long does it take for the money to arrive?
>> It takes less than 60 seconds from when you request the refund.
- What happens if I haven't received my refund yet?
>> First make sure you are looking at your bank account instead of card transactions. And if you still haven't received it, please contact support@reveni.io
- How much does it cost?
>> Nothing, Reveni's service is completely free and has no impact on your refund.
- Can I request my instant refund at any time?
>> As long as you meet the requirements for exchanges and returns, you can order it without any problems.
- What should I do?
>> If you drop it off at a pickup point or send it on your own , you need to upload the tracking number to the Reveni portal. If you don't have a tracking number, please let us know at support@reveni.io when you've returned it.
- What happens if I don't ship the products?
>> You would be in breach of Reveni's terms and conditions and the refund recovery process will begin.
>> Your return will be rejected and Reveni will begin the process to recover the refund. – Remember that if the product is defective from the factory you must request an exchange, not a return.
- What happens if I change my mind and decide to keep the product after requesting an instant refund?
>> Please contact our Customer Service team and the Reveni team will send you instructions on how to pay again for the unreturned product.
- Do I need to create a Reveni account to receive an instant refund?
>> No, you will only have to accept the terms and conditions when requesting the refund and entering your bank account.
- Why do I have to enter my bank account if you already have my bank details when I purchase?
>> The way to get your money back immediately is by bank transfer, so card details are not valid. Furthermore, Reveni does not have access to card details.
- Will my data be safe?
>> Reveni complies scrupulously with the GDPR and a strict internal security policy to ensure that your data is safe at all times. In addition, they undergo regular security audits.
- Why does Reveni contact me by email if I have not provided my data for this purpose?
>> When you accept the terms and conditions when requesting an exchange or return, you agree that Reveni may contact you. However, keep in mind that they will only contact you if they detect that the order is delayed more than it should be.
