We want every HYETOS instrument to arrive safely and to be received with confidence, care and clarity. If you need to request a return, refund or replacement, please read the policy below.
14-Day Right of Withdrawal
If you are a customer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days from the day you receive your order, without giving a reason, where applicable.
To exercise this right, please contact us within 14 days of receiving your HYETOS instrument.
Return Eligibility
To be eligible for a return, the item must be:
- unused
- undamaged
- in its original packaging
- returned with all included accessories, protective materials and documentation
We reserve the right to refuse returns that show signs of misuse, damage, impact, modification or improper handling.
Custom or Made-to-Order Items
HYETOS instruments that are custom-made, personalized, engraved, specially finished or produced according to the customer's specifications may not be eligible for return, unless they arrive defective or damaged.
Damaged or Defective Items
If your HYETOS arrives damaged or defective, please contact us within 48 hours of delivery.
Please include:
- your order number
- clear photos of the product
- photos of the packaging
- a short description of the issue
After review, we may offer a replacement, repair, refund or another appropriate solution.
Refunds
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please note that bank or payment provider processing times may vary.
Return Shipping
Customers are responsible for return shipping costs unless the product is defective, damaged on arrival or the return is due to an error on our side.
Please do not send any item back before receiving return instructions from us.
How to Request a Return
To request a return, please contact us at: info@hyetos.com
Include:
- your full name
- email used for the order
- date of delivery
- reason for return (optional)
We will reply with the next steps.
Important Note
HYETOS is a handcrafted instrument. Small variations in finish, texture, tone and appearance are part of the character of the object and are not considered defects.