Post Sale Assistance
If you need assistance before and after the receipt of your order, you can contact us by phone at +39 049 859 29 56 or by e-mail at customercare@h2jshop.com
Return Policy
If you are not satisfied with your order, you can return it no later than 10 working days from the receipt of the goods (the working day will start from the date of the receipt). The products must be returned intact and no later than 10 working days after having contacted our Customer Care. The person in charge with after-sales assistance will contact you to provide you with the information necessary to send the products back to our premises.
Conditions to correctly exercise the return policy
To exercise your return policy, please follow these simple conditions to obtain the reimbursement of what you paid during the purchasing phase:
- The communication of the intention to return a product must be carried out within and no later than 10 working days from the delivery. If the communication is not received within that period, your request will not be considered.
- The product must be sent back in a unique shipment and possibly, in its original package. We will not accept returns belonging to the same order but sent at two different times.
- The product must be sent back intact and must not be used or damaged.
- The products must be sent back with their guarantee seal. Therefore, if you try on a garment, remember not to remove the guarantee seal: we will not accept a returned product without its guarantee seal.
If the above conditions are followed, we will reimburse you for the total price of the purchased products.
Non-acceptance of Hydrogen Shop returns
In the event that the above-listed conditions are not followed, or if the returned items are damaged or used, Hydrogen Shop reserves the right not to accept them. In this case, you can decide to receive the purchased items again, but you will pay the shipment cost. It will not be possible to refuse the shipment again.
Reimbursement
The reimbursement of the total amount of items will be carried out within 30 days from the item receipt date. The reimbursement time will vary according to the payment method you have used and precisely as follows:
- Credit card: technical time to be reimbursed depends on the Credit Institute that issued your card. However, the date of the re-crediting value will not change as regards the debit date. As soon as the reimbursement is carried out, we will send you communication via email.
- Paypal the reimbursement will be carried out directly to your Paypal account and will be visible immediately, Paypal will send you communication of the reimbursement and later our Customer Care service will contact you by email.
- Bank transfer: in this case, you will be contacted by our Customer Care service, which will ask you for your bank data to carry out the credit of the paid amount. The technical time to be credited the amount on your current account depends on the procedures of your bank.
Methods and Shipment methods
You can return the product with the method you prefer by means of a carrier or by post.
The shipment costs will be charged to you if:
- The size of the garment you purchased is not correct.
- The product you purchased does not meet your expectations.
The shipment costs will be charged to us if:
- One or more products you received do not correspond to what you ordered.
- The products you received have clear production defects.
In this case, we will book the collection of the product with our carrier so that you can return the purchased products without paying the shipment expenses.
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