Refund and Returns Policy

Refund and Returns Policy

How does the return process work?

1. Send an email to info@hyalomax.uk with the order number and the items you want to return.
2. You will receive a return label and return form from us by email.
3. Fill in the return form as complete as possible and add it within the package you want to return.
4. Write the order number clearly on the outside of the package.
5. Drop the parcel at a mail post office which you can find here and no shipping costs will be charged.
6. Receive a shipping receipt and keep it safe.

How long it will take to process my return?

From the moment the parcel has been received in our warehouse, we will process your return within fourteen working days. Our team will notify you via email when the parcel has been processed. Once we have processed your return it may take up to five working days before you receive the refund on your bank account.

When can I return a product?

You can return an item within 14 days only if:

• The seal has not been broken or the packaging has not been opened
• The product has been damaged within the manufacturer’s warranty period
• The best-before date has not expired

You cannot return the following items:

• Products that have passed their expiration date
• Products that have already been opened or have had their seal broken
  
  

If you would like to return your order, please contact our customer service department directly.

In order to process a return, we ask you to do the following:

• Choose our appointed returns provider
• Choose standard delivery/tracking
• Do not add additional insurance
• Provide a payment receipt (not an invoice) to us via email
• You will be refunded once we receive and process your return at our warehouse

Do I have to pay return fees?

Please contact our customer service for more detailed information about your return.

Is it possible to exchange a product?

No, this is not possible, but if you are not happy with the product or if you incorrectly ordered a product, you are allowed to return it and then you will receive a refund.

Warranty periods

As a customer, you have legal provisions regarding warranty for each purchase stating that the product is or does what you would reasonably expect it to be or do.

Is the product not according to your expectations? Or did you accidentally order the wrong article? That is no problem at all! You have the right to return a product or order within 14 days. Within this period you can view, judge and / or fit the item as you do in the store, unless otherwise stated.

How many days do I have to return my order?

If you would like to return your order, please contact our customer service department directly.

In order to process a return, we ask you to do the following:

• Choose our appointed returns provider
• Choose standard delivery/tracking
• Do not add additional insurance
• Provide a payment receipt (not an invoice) to us via email
• You will be refunded once we receive and process your return at our warehouse

I returned my order, when do I receive my refund?

From the moment the parcel has been received in our warehouse, we will process your return within 14 working days. Our team will notify you via email when the parcel has been processed. Once we have processed your return it may take up to five working days before you receive the refund on your bank account.