Terms & Conditions of Sales
Last updated: 4 August 2026
1. Introduction and Commercial Policy
These General Terms and Conditions of Sale govern the online purchase of items bearing the HEIS brand on heismilano.com (the "Platform"). Sales are directed to Consumers, defined as individuals acting for purposes unrelated to any commercial, entrepreneurial or professional activity.
HEIS items purchased on the Platform are intended for personal use. The Platform is not a channel for wholesale or professional resale. Orders presenting the characteristics of a commercial purchase may be declined under Section 2 and Section 3.
HEIS may amend these conditions at any time. The version in force at the moment an order is placed applies to that order.
The legal entity governing these transactions is HEIS MILANO di Filipe Abrahao, with registered office in Piazza della Repubblica 19, 20124 Milan (MI), Italy, VAT: 05620550284 , REA: MI-2785988, PEC: heismilano@pec.it.
2. Orders
All orders placed through www.heismilano.com are subject to product availability and to acceptance by HEIS.
Items are intended for personal use only. Orders may not exceed five (5) units of the same model. Clients wishing to purchase larger quantities may contact Client Services at clientservices@heismilano.com. HEIS may decline any order exceeding this limit, in accordance with Section 3.
The purchase of items for resale or for any other commercial purpose is not permitted.
3. Conclusion of the Contract and Payment
The order placed by the Client constitutes a purchase proposal.
Payment is charged at the time the order is placed. The confirmation email sent immediately after checkout acknowledges receipt of the purchase proposal and the amount charged. It does not constitute acceptance of the order.
The sales contract is concluded only when HEIS sends the Shipping Confirmation email.
HEIS may decline an order, in whole or in part, in the following cases: (i) the product is unavailable; (ii) the information provided by the Client is incomplete or incorrect; (iii) the payment is not authorised or appears irregular; (iv) there are grounds to believe the order is placed for resale or other commercial purposes, including orders exceeding the limit set out in Section 2.
Where an order is declined, the amount charged is refunded in full to the original payment method, with no cost to the Client.
4. Pre-Order Purchases
HEIS offers the option to pre-order specific items before their physical availability. The price of a pre-ordered item is charged in advance to secure manufacturing priority.
The product page indicates the month of expected dispatch. That indication is the outer limit undertaken by HEIS.
Where HEIS is unable to dispatch within the month indicated, HEIS informs the Client and proposes a new dispatch month. The Client may accept it or withdraw from the pre-order and obtain a full refund within 14 days. The rights granted to the Consumer by Art. 61 of Italian Legislative Decree 206/2005 remain unaffected.
5. Prices and Payment Methods
Prices indicated on the Platform are expressed in Euros and are inclusive of VAT. Delivery costs are detailed in the checkout summary before the order is placed.
HEIS may adjust prices at any time. The price displayed at the moment an order is placed is the price applied to that order.
HEIS accepts the following payment methods:
- Credit and debit cards: Visa, Mastercard, American Express, Maestro
- Apple Pay, Google Pay, Shop Pay
- PayPal
- Bank transfer, on request to Client Services
All transactions are processed through secure, encrypted channels. HEIS does not store card details.
The payment methods available may vary according to the country of delivery and may be modified over time.
Where deferred payment services provided by third parties are used, the relationship between the Client and the payment provider is governed by the terms of that provider. HEIS receives the amount due at the time of the order and remains solely responsible for the sale of the items.
6. Shipping, Delivery and Transfer of Risk
HEIS ships from Italy through selected logistics partners. Orders are processed and dispatched within 1 to 2 business days from the conclusion of the contract. Delivery estimates run from the date of dispatch and are published on the Shipping and Delivery page, together with applicable rates.
For orders delivered within the European Union, VAT and applicable local taxes are included in the checkout price. No further amount is due on delivery.
Delivery requires a signature. The risk of loss or damage to the items transfers to the Client at the moment the Client, or a third party designated by the Client other than the carrier, takes physical possession of the package (Art. 63, Italian Legislative Decree 206/2005).
The Client is invited to inspect the packaging on receipt and to report any visible anomaly to clientservices@heismilano.com within 7 days.
7. Legal Guarantee and Material Identity
Purchases are covered by the legal guarantee of conformity for a period of 24 months from delivery, in accordance with Art. 128 et seq. of Italian Legislative Decree 206/2005.
HEIS selects precious materials such as full-grain aniline leather for their natural beauty and authentic character. Variations in colour, visible grain, and the evolution of a natural patina over time are inherent qualities of this material, making each piece unique and not considered defects.
The guarantee does not cover damage resulting from improper use, negligence, unauthorised repair or alteration, or normal wear.
To make a claim, write to clientservices@heismilano.com.
8. Right of Withdrawal
The Client has the right to withdraw from the contract without giving any reason within 14 days from the day on which the Client, or a third party designated by the Client other than the carrier, takes physical possession of the items (Art. 52 et seq. of Italian Legislative Decree 206/2005).
How to withdraw. Submit the request through the Return Portal on the Platform, or write to clientservices@heismilano.com, within the 14-day period, indicating the order number and the items concerned. The items must be returned within 14 days of that communication, to the address provided by HEIS on approval of the request. Items sent to any other address cannot be processed and are returned to the sender at the sender's expense.
Condition of the items. The Client may handle and examine the items as would be permitted in a store. The Client is liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the items. Where the items are returned worn, altered, damaged, or without their original box, dust bag, tags and documentation, HEIS may reduce the refund by an amount corresponding to the diminished value, stating the reasons for that reduction.
Product identification and Digital Product Passport. Each HEIS item contains an integrated NFC tag which gives access to its Digital Product Passport and allows HEIS to verify the identity and authenticity of the item. The tag is an integral part of the item.
On receipt of a return, HEIS verifies the tag. Where the tag is absent, has been removed or replaced, does not respond, or does not correspond to the record associated with the order, HEIS is unable to establish that the item received is the item supplied. In such cases HEIS informs the Client, documents the verification, and no refund is due for that item, which is returned to the Client. Where the tag is intact but its physical housing shows damage, the case is treated as diminished value under the paragraph above.
Refund. HEIS refunds all payments received, including standard delivery costs, using the same means of payment used for the original transaction, within 14 days from the day HEIS is informed of the withdrawal. HEIS may withhold the refund until the items have been received or until the Client provides evidence of having sent them. The time required by the Client's payment provider to post the credit is outside the control of HEIS.
Return costs. The direct cost of returning the items is borne by the Client, who is responsible for arranging the return. Use of a trackable service is recommended. HEIS does not assume the risk of loss or damage occurring during the return transit.
Exclusions. The right of withdrawal does not apply to items made to the Client's specifications or clearly personalised (Art. 59, Italian Legislative Decree 206/2005).
Exchanges. Beyond the legal right of withdrawal, HEIS may accept an exchange, subject to inventory availability. The conditions set out in this article apply.
9. Limitation of Liability
Nothing in these conditions limits or excludes the rights granted to the Consumer by mandatory provisions of Italian law, including the legal guarantee of conformity and the right of withdrawal.
Within those limits, HEIS is not liable for indirect or consequential damages arising from the purchase of the items, and the overall liability of HEIS does not exceed the price paid for the item concerned. This limitation does not apply in cases of wilful misconduct or gross negligence, nor in cases of death or personal injury.
10. Partial Invalidity
Should one or more provisions of these General Terms and Conditions be held void or unenforceable by a competent court, the remaining provisions retain full validity and effect.
11. Applicable Law, Jurisdiction and Prevailing Language
These Terms and Conditions of Sale are governed by Italian law. Where the Client is a Consumer habitually resident in another Member State of the European Union, this choice does not deprive the Client of the protection of the mandatory consumer provisions of the law of that State.
Jurisdiction. Where the Client is a Consumer, jurisdiction rests with the court of the Client's place of residence or domicile. For non-consumer Clients, exclusive jurisdiction belongs to the Court of Milan, Italy.
Prevailing language. These Terms and Conditions of Sale are drafted in Italian and translated into English. Where the Client is a Consumer, the version in the language in which the contract was concluded applies. In all other cases, the Italian version prevails.
Complaints and out-of-court resolution. Complaints may be addressed to clientservices@heismilano.com. Where a complaint is not resolved, the Consumer may apply to the competent out-of-court dispute resolution bodies provided for by Italian law. Recourse to such bodies is voluntary and does not affect the right to bring proceedings before a court.
12. Contact
Heis Milano di Filipe Abrahao - Registered office: Piazza della Repubblica 19, 20124 Milan (MI), Italy. Client Services: clientservices@heismilano.com. Corporate Legal Office: legal@heismilano.com