Refund policy

REFUNDS & EXCHANGES

We accept returns on all full priced items within 14 days of receiving your order. You can choose a full refund to your bank account or a store credit to use later. Please note that original shipping costs are not refundable.

If you ordered the wrong size or colour, we offer exchanges for the same style. If you are after a different style, we ask that you return your original order for a refund and place a new order for the item you want.

All sale and discounted items are final sale and cannot be returned or exchanged. We recommend choosing carefully during sale periods.

 

EU RIGHT OF WITHDRAWAL — EU CUSTOMERS ONLY

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order (or the last item of your order), without giving any reason.

How to exercise your right of withdrawal: To withdraw, notify us before the 14-day period expires by emailing climbhiya@gmail.com with the subject line "EU Withdrawal" and your order number. You may use any clear statement expressing your decision to withdraw.

Refunds: We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your returned items. Refunds will be issued using the same payment method as your original purchase.

Return shipping: You are responsible for the cost of returning the items. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

Condition of returned items: Items must be returned in their original condition. If the value of the goods has been diminished due to handling beyond what is necessary to establish their nature and characteristics, we may reduce your refund accordingly.

Exceptions: The right of withdrawal does not apply to sealed goods that are not suitable for return due to health or hygiene reasons, if they have been unsealed after delivery.

Note for EU customers regarding sale items: Notwithstanding our general sale policy above, EU customers retain the statutory right of withdrawal on all purchases, including sale and discounted items, as required by EU consumer law.

 

HOW TO MAKE A RETURN

To get started, please email us at climbhiya@gmail.com with the subject line "Hiya Return". Include your order number, the item you are returning, the reason for the return, and whether you would like a refund, store credit, or a size exchange.

Once we have this information, we will share the return address with you. You can send your return using any shipping method, but we strongly recommend choosing a trackable service. Hiya Ground is not responsible for any items lost in return transit.

All returned items must be in their original condition—unworn, unused, and with all original tags attached.

When mailing your return, please clearly label the package as "Hiya Return".

 

FAULTY ITEMS

We take pride in creating quality garments built to last, but if something slips through the cracks, we want to make it right.

If you receive an item that is faulty or damaged, please get in touch with us at climbhiya@gmail.com as soon as you can. Include a brief description of the issue and a few clear photos showing the fault.

We will review the issue and get back to you with the next steps.

SHIPPING

We ship worldwide from our base in Portugal. Orders are typically processed within 2 to 3 business days. Once your order is on the way, you will receive a confirmation email with tracking details.

Shipping times and costs vary depending on your location. You’ll see delivery options and rates at checkout.