Return Request

You can make a return request within 14 days after delivery of your order.

How to make a return

To make a return, log in to your reserved area. Go to:
My orders > Manage order > Make a return.
Select the products you wish to return and fill in the required data.

How is the reimbursement calculated?

Refunds are calculated on the total amount of products purchased, excluding the shipping costs of the order.

If you have not used any discount codes in your order, the amount to be refunded will be calculated on the total amount of the products.

If you have used one or more discount codes in your order, and you want to return your order partially, the amount to be refunded will be calculated considering the impact the discount codes had on your order.

Two reimbursement modes

You can choose to receive a cash refund with the payment method you used when ordering, or a refund in Mileage Points.

Reimbursement in Mileage Points

If you choose reimbursement via Miles points, you will receive a full credit of the value to be reimbursed and the handling fee will be covered by HiNelson.

Discover the mileage points »

Repayment in cash

If you choose a cash refund, we will reimburse you on the payment method used when ordering minus a 10€ handling fee.

Return in 4 easy steps

Return request being processed25%

Return request being processed

When you decide to proceed with a return request, a procedure will start by assigning the following status to your file. Within a maximum period of 24/48 hours our team will process your request.

Authorised return, waiting for the parcel50%

Authorised return, waiting for the parcel

As soon as your return is approved, we will send you by email all the necessary instructions to send us the parcel. You will have the choice between two options: leave the parcel at one of our pick-up points or book a free home collection by the courier service.

Return accepted, awaiting refund75%

Return accepted, awaiting refund

Once the package has been received in one of our warehouses, it will be checked to ensure its integrity. Once completed, the refund will be processed within 24/48 hours if you have opted for a mileage refund, or within 10 working days if you have opted for a cash refund.

Return completed and refunded100%

Return completed and refunded

Your return request has been completed and your refund successfully processed.

FAQ

Here are the answers to the most frequently asked questions.

How can I make a return?

To make a return, log in to your private area. Go to My orders > Manage order > Make a return. Select the products you wish to return and fill in the required data.

How long do I have to make a return

You may request to return an order, or part of it, within 14 days of receipt. After this limit, it will no longer be possible to return goods.

How can I get a free return

Simply choose, when requesting the return of goods, to be reimbursed in Mileage Points, you will receive a re-credit in Mileage Points of the sum of the products and HiNelson will bear the handling costs.

How long does it take for the refund to be credited in Mileage Points

If you choose the Mileage Points refund option, it will be issued within 24-48 working hours of receiving the parcel.

How long does it take for the cash reimbursement to be credited

If you choose the cash refund option, it will be issued within 7 working days after receipt of the parcel. The crediting time varies depending on the bank and takes up to 10 working days.

How much does it cost to return one or more items of my order

If you choose to be reimbursed in Mileage Points, you will receive a re-credit in Mileage Points of the sum of the products, HiNelson will bear the handling costs.

E.g. Refund in Miles Points:
Mario Rossi places an order of €108.99 including shipping (value of €8.99).
Mario Rossi wants to return all his products (value of €100) and receive a refund in Miles Points.
Mario Rossi will receive a refund of €100 in Miles Points, equal to 5,000 Miles.

If you choose to be reimbursed by a cash refund, you will receive a refund of the sum of the products with a €10 handling fee.

E.g. Cash Refund:
Mario Rossi places an order of €108.99 including shipping (value of €8.99).
Mario Rossi would like to return all of its products (value of €100) and receive a cash refund.
Mario Rossi will receive a €90 refund, which is equal to the total amount of products (€100) minus handling fee (€10).

Are shipping costs reimbursed

No, the shipping cost incurred in shipping an order is never refunded.

How can I redeem my Miles points

When you check out, at the time of payment, you can decide whether and how many Miles points to use by entering the quantity you intend to use for a given order in the dedicated box.
Remember that you can spend the Miles points you have accumulated up to 31 October and which are then reset every 1 November.

Find out more about Mileage Points »

SUPPORT

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Request for return of goods