Return & Refund Policy
At Hygea Systems, we utilize a global fulfillment network to provide high-quality solutions. To maintain efficiency and ensure a fast resolution for our customers, we have established the following protocols for returns and refunds.
IMPORTANT: To report a damaged, incorrect, or missing item, please submit your claim through our official portal:
Claims submitted outside this portal may experience delays or may not be processed.
1. General Return Eligibility
For an item to be eligible for a return, it must be in the same condition in which you received it — unused, with original tags, and in its original packaging. Proof of purchase is required.
Return Shipping: Unless the item is confirmed defective or a dispatch error was made on our part, the customer is responsible for all return shipping costs.
Authorization: Items returned without prior authorization via our Order Issue & Resolution Form or hygeasystems@gmail.com will not be accepted.
2. Reporting Window & Proof Requirements
All damage, defect, or incorrect item claims must be reported within 48 hours of confirmed delivery. We strongly recommend inspecting your order immediately upon receipt, as claims submitted after this window will not be accepted.
The following proof is required when submitting a claim:
Product damage: clear photos of the damaged item and packaging, including the shipping label.
Electronics or items where photos are insufficient: a video clearly demonstrating the defect is required.
Incorrect items: photos of the item received alongside your order confirmation.
3. Damages & Defects (Non-EU Customers)
For orders delivered outside the European Union:
Reporting Window: Claims must be submitted within 48 hours of delivery via our Order Issue & Resolution Form.
Electronics: Video evidence is required where photos do not clearly demonstrate the defect.
Severely Damaged Items: A full refund or replacement will be offered.
Partially Damaged Items: A partial refund or replacement may be offered, subject to assessment.
Minor Cosmetic Issues: No refund or replacement is offered for minor imperfections that do not affect product function, such as slight packaging wear, minor surface marks, or loose threads.
Outer Packaging Only: Damage limited to the outer box is not eligible for a refund or replacement, as cosmetic packaging wear is an inherent risk of international shipping.
4. European Union — 14-Day Right of Withdrawal
Customers located within the European Union have the right to cancel or return their order for any reason within 14 days of receiving the goods.
Conditions: The item must remain in its original, unused condition.
Return Costs: In accordance with EU consumer law, the customer is responsible for return shipping costs unless the product is confirmed defective.
Defective Goods: EU customers retain their full statutory rights regarding manufacturing defects under applicable EU consumer law.
5. Logistics & Delivery Policies
Delayed Orders
We will initiate an investigation for orders that have not arrived within the following timeframes from the date of dispatch:
United States: 45 days
Brazil: 110 days
All other countries: 60 days
6. Missing or Incorrect Components
Fully incorrect product received: full refund or replacement.
Wrong color or size that does not affect product function: refund or replacement upon submission of photo evidence and written description of the issue via our Order Issue & Resolution Form.
Missing parts that do/do not affect product function: partial refund or reshipment of the missing part.
Missing accessories: reshipment of the accessory only.
7. Non-Returnable & Non-Refundable Items
The following are final sale and are not eligible for return, refund, or dispute:
Hygiene and personal care products, or any product applied to the skin or hair.
Personalized or custom-made items, which cannot be canceled or refunded after payment is processed.
Items ordered in the wrong size, color, or variant due to customer error.
Orders placed to an incorrect address provided by the customer.
Items purchased during clearance or promotional sale events.
Items where product differences or specifications were disclosed and agreed upon prior to purchase.
Orders to unsupported destinations or using unsupported delivery methods.
Delays or losses attributable to force majeure events as outlined in Section 5.
8. Returns Process
Returns are accepted only under the following conditions:
Returns must be initiated within 48 hours of receiving the product.
All returns must be pre-authorized via our Order Issue & Resolution Form or by emailing hygeasystems@gmail.com.
Items must be returned unused and in original packaging.
Return shipping costs are the customer's responsibility unless the item is confirmed defective on our part.
9. Refund Processing
Approved refunds are processed to your original payment method. Please allow 10–15 business days following verification of your submitted documentation. For claims involving non-delivery investigations or logistics disputes, resolution may take significantly longer — up to two months — depending on the outcome of our verification process.
10. Unacceptable Claims
The following circumstances are not eligible for refunds, replacements, or returns:
The customer no longer wants the item or has changed their mind after purchase.
Claims submitted outside the 48-hour reporting window.
Tracking information deleted or made unavailable by the carrier or local postal authority.
Packages abandoned, detained, or discarded due to the customer's failure to cooperate with customs clearance requirements.
Orders shipped to unsupported destinations or via unsupported delivery methods.
Hygea Systems reserves the right to amend this policy at any time. The most current version will be published on our website. Last updated: 16 May 2026.