Refund policy

Return and Refund Policy

We hope every Hiyara piece feels right from the moment it arrives. If it doesn't, here is how our returns process works.

Return window

Hiyara offers a voluntary 30-day return period, beginning on the day your order is delivered. To be eligible, the piece must be unworn, undamaged, and complete, with its original packaging and any accompanying materials. This voluntary 30-day period does not limit any statutory rights available to you.

How to start a return

Email returns@wearhiyara.com with your order number, the piece you would like to return, and whether you would prefer a refund or an exchange. We will reply with the correct return address and instructions. Please do not send a parcel to any other address without confirmation from us.

Condition of returned pieces

Returned pieces should be unworn, unused, and free from scratches, marks, fragrance, or residue, not altered or resized, and returned with the original packaging.

Return shipping

For an ordinary return made because you changed your mind, return postage is paid by the customer. We recommend using a tracked shipping service and retaining proof of postage.

Refunds

Once your return has arrived and been checked, we will confirm by email whether it has been approved. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time before the amount appears in your account.

Exchanges

Exchanges are available when the requested replacement is in stock. Email returns@wearhiyara.com with your order number and preferred replacement.

Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or different from what you ordered, contact us at returns@wearhiyara.com before returning it, with your order number, a description of the issue, and photographs. Where a defect or fulfilment error is confirmed, Hiyara will cover the reasonable return shipping cost.

Exclusions

Bespoke, engraved, or personalized pieces, items altered or resized at the customer's request, gift cards, and items showing wear or damage are excluded from this voluntary return offer. This does not remove any rights that cannot legally be excluded, including rights relating to faulty or misdescribed goods.

Right of withdrawal (EU consumers)

If you are a consumer within the European Union, you have the right to withdraw from your purchase contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods.

To exercise the right of withdrawal, you must inform us — Hiyara, Peiner Straße 108, 38176 Wendeburg, Germany, email: returns@wearhiyara.com — of your decision to withdraw from this contract by a clear statement (e.g. a letter sent by post or email). You may use the model withdrawal form below, though it is not mandatory.

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for supplementary costs arising if you chose a delivery type other than the least expensive standard delivery we offer), without undue delay and in any event not later than 14 days from the day we receive the returned goods back, or you supply evidence of having sent them back, whichever is earliest. We will use the same payment method you used for the original transaction, unless expressly agreed otherwise, and no fees will be charged for the reimbursement.

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period expires. You will bear the direct cost of returning the goods.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

To Hiyara, Peiner Straße 108, 38176 Wendeburg, Germany, email: returns@wearhiyara.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate.

This voluntary return policy operates alongside, and does not replace, the consumer rights granted by applicable law.