Refund policy

Thank you for shopping at Hiddo Space.
Each of our products is carefully handcrafted in our workshop with attention to detail and quality. We strive to ensure every customer is satisfied with their purchase.

If for any reason you are not fully satisfied, please review our policy below.

Order Cancellation

Orders (excluding custom-made items) may be canceled only before they are shipped. Once an order has been dispatched, it can no longer be canceled and will fall under our return policy.

Custom-made or personalized items cannot be canceled once production has started.

Return Eligibility

We accept return requests within 14 days of delivery.

To be eligible for a return:

  • The item must be unused.
  • The item must be in the same condition as received.
  • The item must be returned in its original packaging.
  • All components, accessories, and documentation must be included.

If the returned item is not in its original condition, shows signs of use, damage, or missing parts not caused by our error, the customer is responsible for any loss in value. The refundable amount will be adjusted accordingly.

Custom-made or personalized products are non-returnable, unless they arrive damaged or defective.

Initiating a Return

To request a return, please contact us within 14 days of delivery at:

📧 hiddoservice@gmail.com
📞 +38 (097) 821 43 64

Please include:

  • Order number
  • Reason for return
  • Clear photos (if applicable)

Returns sent without prior authorization will not be accepted. We will provide return instructions and the appropriate return address.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to:

  • our error (incorrect item sent), or
  • a verified manufacturing defect.

We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for items lost or damaged during return transit.

Customs Duties & Additional Charges on Returns

If a returned parcel incurs:

  • import duties,
  • customs fees,
  • clearance charges,
  • storage fees,
  • or any additional taxes in our country,

these amounts will be deducted from the total refundable amount.

If the customer refuses to pay import-related charges in their country and the parcel is returned to us, all related shipping, customs, and handling costs will also be deducted from the refund.

Refunds

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • The refund will be issued to the original payment method.
  • Processing may take 7–10 business days (depending on your bank or payment provider).

Please note:

  • Original shipping costs are non-refundable (unless due to our verified error).
  • Any customs charges incurred on return to our country will be deducted.=
  • Any loss in product value due to condition will be deducted.

Damaged, Incorrect or Defective Products

All orders are carefully inspected and securely packaged before dispatch.

If your item arrives damaged:

  1. Take clear photos of the product and packaging from multiple angles.
  2. Contact us within 14 days of delivery.
  3. Retain all original packaging.

We will assist in filing a claim with the carrier.

Once the carrier reviews the case and approves compensation for the declared product value and shipping cost, we will manufacture and send a replacement item.

If:

  • the carrier refuses compensation
  • the damage is minor and does not affect functionality
  • the claim is submitted later than 14 days after delivery,

we cannot assume responsibility for replacement or refund. However, we will gladly provide guidance and support to help resolve minor issues independently.

Exchanges

We do not offer direct exchanges. If you wish to receive a different model, color, or size, you must:

  1. Return the original item (if eligible).
  2. Place a new order separately.

Additional shipping costs may apply.

Non-Returnable Items

The following items are non-returnable:

  • Custom-made or personalized products
  • Used or damaged items (not caused by our error)
  • Items returned without authorization
  • Final sale items (if clearly marked)

Refusal of Returns

We reserve the right to refuse returns that:

  • do not meet eligibility criteria,
  • are returned outside the 14-day period,
  • are returned without prior authorization.

Policy Updates

We reserve the right to modify or update this Return & Refund Policy at any time without prior notice. Changes become effective immediately upon publication on our website.

By placing an order with Hiddo Space, you agree to the terms outlined in this policy.

Contact Information

Hiddo Space
Email: hiddoservice@gmail.com
Phone: +38 (097) 821 43 64
Business address: Volodymyra Stelmakha Street, Rivne, 33019, Ukraine