1. Right of withdrawal
Under Articles 52 et seq. of the Italian Consumer Code (Codice del Consumo, D.Lgs. 206/2005), Consumers benefit from a 14-day right of withdrawal from the date the product is received, without giving any reason and without incurring any cost other than the return shipping cost.
2. How to withdraw
Send an unambiguous statement to support@hopelle.shop within the 14-day window. You may use the model form below, but you are not required to.
Model withdrawal form
To Hopelle S.r.l., Via dei Glicini 12, 20144 Milano: I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods [order reference], ordered on [date] and received on [date]. Name of consumer(s), address of consumer(s), date.
3. Returning the product
- Send the product back within 14 days of communicating your withdrawal.
- The product must be unused, complete (harness, leash, charm, gift box, fit guide, care card) and with original tags attached.
- Use a tracked service. Return shipping cost is borne by the Consumer.
- Return address is provided by our team in the withdrawal confirmation email.
4. Refund
We refund the full price of the product and the original outbound shipping cost (standard rate) within 14 days of receiving the returned item back, using the same payment method used for the purchase. We may withhold reimbursement until we have received the returned product or proof of return shipping, whichever comes first.
5. Free size exchange
If the size does not fit, we offer one free size exchange instead of a return: simply ship the product back to us, mention the new size in your message, and we will dispatch the replacement at our cost as soon as we receive the original.
6. Defective product
If the product arrives damaged or develops a defect within the legal warranty period, please contact us with photos. The legal warranty of conformity (Articles 128 et seq. of the Italian Consumer Code) and the warranty against hidden defects apply at no cost to you.
7. Exclusions
The right of withdrawal does not apply to products that have been worn, washed, modified or that show signs of use, in line with Article 59 of the Italian Consumer Code regarding hygiene-sensitive items. Returns that do not meet these conditions may be refused or partially refunded.