Refund policy

Customer care

A thoughtful way back.

We hope every Hiyara piece feels right from the moment it arrives. When it does not, our returns process is designed to be calm, transparent, and uncomplicated.

This policy explains our voluntary 30-day return offer, refunds and exchanges, together with your statutory right of withdrawal.

01

Return window

Hiyara offers a voluntary 30-day return period in addition to your statutory rights.

To use this offer, notify us within 30 days after the day your order is delivered, then send the goods back within 14 days after notifying us. Dispatch within that period is sufficient.

For this voluntary offer, the piece must be unworn apart from careful trying on, undamaged, and complete, with its original packaging and any accompanying materials.

These additional conditions apply only to our voluntary offer. They do not restrict your statutory right of withdrawal or your rights relating to faulty or incorrectly supplied goods.

02

Beginning a return

To begin a return or request an exchange, email returns@wearhiyara.com. Please include your order number, if available, the piece you would like to return, and whether you would prefer a refund or an exchange.

You can also declare your statutory withdrawal using our online withdrawal form, accessible through the “Withdraw from contract” link in our website footer. The steps are explained in section 09 below.

No reason is required for statutory withdrawal. Providing an order number helps us identify your purchase, but statutory withdrawal does not depend on using a particular form or return process. If you do not have your order number, please provide other details that identify your purchase.

Return address

Marko Šimunić — HIYARA
Peiner Straße 108
38176 Wendeburg
Germany

We can help with packing and return questions. You do not need our approval, a return authorization, or a reply from us to exercise your statutory right of withdrawal or send the goods back within the applicable deadline.

03

Condition of returned pieces

For Hiyara’s voluntary 30-day return offer, the following conditions apply:

• Unworn and unused apart from careful trying on.
• Free from scratches, marks, fragrance, or residue.
• Not altered, resized, repaired, or modified by you or a third party.
• Complete, with the original packaging and accompanying materials.
• Protected carefully during return transport.

For statutory withdrawal, you may handle and try on the piece as necessary to establish its nature, characteristics, and functioning. Original packaging is not a condition of exercising this right. Please use suitable protective packaging for the return.

You are only liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, provided you have been properly informed of your statutory right of withdrawal.

04

Return shipping

For a change-of-mind return under either your statutory right of withdrawal or our voluntary offer, you bear the direct cost of returning the goods. Necessary return costs for faulty or incorrectly supplied goods are covered by Hiyara as required by law.

We recommend a tracked shipping service and retaining proof of dispatch identifying the return. Tracking is a recommendation, not a condition of statutory withdrawal.

For statutory withdrawal, Hiyara bears the risk of loss or damage during return transport. Please retain proof of dispatch so that the return can be verified if the parcel is delayed or lost.

For a full-order return, we reimburse any original delivery charge up to the cost of the least expensive standard delivery option offered. Additional charges for express or upgraded delivery are not reimbursed. Where delivery was complimentary, there is no original delivery charge to reimburse.

05

Refunds

For statutory withdrawal, we reimburse all payments due without undue delay and no later than 14 days after the day on which we receive your withdrawal notice. A valid statutory withdrawal does not depend on our approval.

We may withhold reimbursement until we receive the goods back or you provide evidence of having sent them back, whichever occurs first. This does not apply if we have offered to collect the goods.

For returns made solely under our voluntary 30-day offer, we check the piece against the voluntary return conditions and email you with the outcome. For an eligible return, we refund the price paid for the returned goods without undue delay and no later than 14 days after receiving them. Original delivery charges are handled as explained in section 04.

Refunds are issued to the original payment method unless you expressly agree otherwise and incur no fees as a result. We charge no reimbursement fee. Any lawful deduction for diminished value is explained to you.

Your bank, card issuer, or payment provider may require additional time to display a refund after we have issued it. This does not extend our legal reimbursement deadline.

06

Exchanges

Voluntary exchanges are available when the requested replacement is in stock and the return meets the applicable voluntary return conditions.

Email returns@wearhiyara.com with your order number and the piece or size you would prefer.

Because many Hiyara designs are created in limited quantities, we cannot reserve or guarantee a replacement until the returned piece has been received and checked.

Where a direct exchange is unavailable, you may return the original piece under the applicable return or withdrawal rules and place a new order separately. We will explain any delivery charge for a voluntary exchange before you agree to it.

These voluntary exchange arrangements do not restrict your statutory remedies for faulty or incorrectly supplied goods.

07

Damaged, faulty, or incorrect pieces

If your order arrives damaged, appears faulty, or contains a different piece from the one ordered, please contact us so we can help arrange the appropriate remedy.

Email returns@wearhiyara.com with your order number and a description of the issue. Photographs of the piece and packaging are helpful where available, but are not a condition of your statutory rights.

We will review the issue and arrange the remedy required by applicable consumer law. Hiyara bears the necessary costs of statutory remedial action, including necessary return shipping, and will provide a prepaid return option or advance necessary transport costs where legally required.

Statutory rights relating to faulty or misdescribed goods are not limited to our 30-day voluntary return period and do not depend on retaining the original packaging.

08

Return exclusions

The following are excluded from Hiyara’s voluntary 30-day return offer:

• Pieces personalized or engraved specifically to your instructions.
• Bespoke pieces or pieces altered or resized specifically to your individual requirements.
• Gift cards.
• Items showing wear beyond careful trying on, customer-caused damage, or improper handling.

A standard HIYARA brand engraving does not make a piece personalized. Our standard handmade pieces remain eligible for return subject to the applicable conditions.

These exclusions apply only to the voluntary offer. Statutory withdrawal can be excluded for goods made to your specifications or clearly personalized only where the legal exception applies; being handmade or choosing a standard option does not by itself establish that exception.

Your statutory rights relating to faulty or incorrectly supplied goods remain unaffected, including for personalized pieces.

09 · Statutory consumer rights

Right of withdrawal

The following withdrawal instructions apply to consumers entitled to a statutory right of withdrawal under applicable law, including consumers in the European Union.

You have the right to withdraw from this 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 and indicated by you, acquire physical possession of the goods.

If you order several goods in one order and they are delivered separately, the withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an email, using the following contact details:

You may use the model withdrawal form below, but this is not obligatory.

Withdraw online

You can also submit your withdrawal electronically through our online withdrawal form. You can find it through the “Withdraw from contract” link in our website footer. No customer account or login is required.

Enter your name, details identifying the purchase from which you wish to withdraw, and the email address where you would like to receive confirmation. If you have your order number, you can use it to identify your purchase. Otherwise, describe the purchase and the goods concerned in the form.

Continue to the next step, identify the goods covered by your withdrawal, and submit your declaration by selecting “Confirm withdrawal”. Giving a reason is optional.

After you submit your declaration, we will send you an acknowledgement of receipt by email without undue delay. It will include the content of your withdrawal and the date and time of its submission. Please keep this email for your records.

The online form is an additional way to exercise your statutory right of withdrawal. You may still withdraw by email, post, or another unequivocal statement. An acknowledgement of receipt does not mean that a refund has already been issued.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery, except for supplementary costs arising from your choice of a type of delivery other than the least expensive standard delivery offered by us.

We will reimburse you without undue delay and, in any event, no later than 14 days after the day on which we are informed of your decision to withdraw from this contract.

We will carry out reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever occurs first. This does not apply if we have offered to collect the goods.

You must send back or hand over the goods to Marko Šimunić — HIYARA, Peiner Straße 108, 38176 Wendeburg, Germany, without undue delay and, in any event, no later than 14 days after the day on which you communicate your withdrawal from this contract to us.

The deadline is met if you send back the goods before the period of 14 days has expired. You bear the direct cost of returning the goods.

You are only liable for diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Personalized goods

The statutory right of withdrawal does not apply to contracts for goods that are not prefabricated and are made on the basis of an individual choice or decision by you, or goods clearly personalized to your needs, where the statutory exception applies. This does not affect your statutory rights concerning faulty or incorrectly supplied goods.

10

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can copy it into an email or print it and send it by post. Using this form is optional.

A small note

Our voluntary return promise operates alongside, and never replaces, the consumer rights granted by applicable law.

Questions about a return?
returns@wearhiyara.com