How should I request for an exchange or return?
You can request a return through our e-mail firstname.lastname@example.org
, with the e-mail subject as "Exchange" or "Return", to make it easier to identify. In the e-mail there should be listed your name, order number, phone number and motive of exchange.
In all cases of exchange/return, products must be returned to Hipkini with the invoice, in the original packaging, with all tags (composition, size, affixed to the piece tags), with no hint of use, smell, breakdowns or damage to the workpiece. No evidence of washing or changes in the clothing by the customer, such as adjustments, hems, seams, among others. Our analysis is extremely accurate and if the product isn't intact, we won't exchange nor accept the return, we'll send it back to the client.
How to exchange a defective product?
If there is a manufacturing defect in a product, the customer can return it in 30 working days from the date it was received.
If the defect is a result of misuse or mishandling of the piece in the wash, it won't be possible to exchange the product because it doesn't characterize manufacturing defect (see washing instructions on the clothing label).
How do I exchange or return any product that is not a manufacturing defect?
We can exchange the product by any other model where the value is equal to or greater than the product value (subject to availability in stock). In this case, the client sends the piece they want to change and we will reship the piece requested. The deadline to request a replacement is up to 7 working days from the date it was received. The client can send the product in 7 consecutive days
If customer wishes to receive your money instead of exchange for another product, they must send an e-mail within 7 consecutive days after receiving the product. If you exceed this date, the amount will be credit for future purchases.
What to do if a product came different from what was purchased?
Before shipping, the orders go through a conference process to ensure that all items conform to the items purchased by the customer. If this occurs, you can send the products you want to change and we will reship the right products, if they still available in stock. In this case, both shipping taxes are paid by Hipkini. The deadline to request a replacement is up to 30 working days after receiving the order.
Important: The exchange or return will not be accepted if:
- There's no evidence of the defect reported by the customer;
- The product is missing the invoice, packaging, accessories and all the original labels;
- There's evidence of inadequate use of the product;
- There's evidence of accidental damage, bad smell or stains;
- There was identified that the product is worn out due constant use.
In these cases above, products will be returned to the customer under the same conditions.
Exchange sector address:
Hipkini (Exchange Sector)
Rua Azevedo Soares, 1340 - sala 2
Tatuape - Sao Paulo - SP