Return and Refund Policy

Last updated: 4 August 2026

This page sets out how to return an item purchased on heismilano.com. It reflects the right of withdrawal granted by Articles 52 and following of Italian Legislative Decree 206/2005. The Terms and Conditions of Sale prevail in the event of any discrepancy.

1. Scope, timeframe and eligibility

This page applies to items purchased on www.heismilano.com. Items purchased from authorised retailers are subject to the return conditions of the retailer concerned.

The Client may 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.

The request may be submitted through the Return Portal on heismilano.com or by written communication to clientservices@heismilano.com. Both channels are equally valid. Withdrawal exercised within the 14 day period is a statutory right of the Client and is not subject to approval by HEIS. HEIS confirms the request and provides the return address.

Two deadlines apply. The return request must be submitted within 14 days from delivery. The items must then be shipped back within 7 days from the date of the request.

2. Condition of the items

The Client may handle and examine the items to the extent that would be permitted in a shop. The Client is liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the items.

Items must be returned complete with their original box, dust bag, tags and accompanying documentation, including the warranty card. Where items are returned worn, altered, damaged, or without the elements listed above, HEIS may reduce the refund by an amount corresponding to the diminished value, stating the reasons.

Where the diminished value corresponds to the full value of the item, the refund is reduced accordingly. HEIS documents the assessment and states the reasons in writing.

The condition of the items is assessed upon their actual receipt at the address provided by HEIS.

3. Product identification and Digital Product Passport

Each HEIS item incorporates an NFC tag with cryptographic signature, giving access to its Digital Product Passport. The tag generates a unique signature on each reading, which allows HEIS to verify the authenticity of the item. The tag forms an integral part of the item.

Each item bears a unique serial number which corresponds to the serial number recorded in the Digital Product Passport accessible through the tag. Correspondence between the two is a condition for the acceptance of the return.

On receipt of a return, HEIS performs this verification. Where the tag is absent, removed or replaced, does not respond, does not return a valid signature, or where the serial number borne by the item does not correspond to the record in the Digital Product Passport, HEIS is unable to establish that the item received is an authentic HEIS item. In such cases HEIS informs the Client, documents the verification, and no refund is due in respect of that item, which is returned to the Client.

For items purchased on heismilano.com, HEIS also verifies the correspondence between the tag and the order.

Where the tag is intact and functioning and only its physical housing is damaged, the case is treated as diminished value under Section 2.

4. Return procedure

Submit the request. Access your account on heismilano.com, or click the profile icon in the store menu. Enter the email address used at checkout and click Continue: a six-digit verification code will be sent to you, no password required. Enter the code to sign in, then select the relevant order, click Request return, choose the items concerned, indicate the reason and confirm.

Pack the items. On confirmation of the request, pack the items, preferably in the original shipping box.

Ship the items. Arrange the return shipment to the address provided by HEIS on confirmation of the request.

You will receive a confirmation email once the request is submitted. If the request is approved, we will send you instructions on how to proceed. The refund is issued after the goods have been received and inspected.

5. Return costs and risk

The direct cost of returning the items is borne by the Client, who also arranges the return shipment. The use of a trackable service is recommended. HEIS does not assume the risk of loss or damage occurring during return transit.

6. Return address

The address for the return is provided by HEIS on confirmation of the request. Items sent to any other address, including the offices indicated in the Legal Notice, cannot be processed and are returned to the sender at the sender's expense.

7. Refunds

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 on which HEIS is informed of the withdrawal. HEIS may withhold the refund until the items are received, or until the Client provides evidence of having sent them. On receipt, HEIS verifies the items in accordance with Section 2 and Section 3, and proceeds with the refund.

Where the refund is reduced under Section 2, or where no refund is due under Section 3, HEIS informs the Client in writing, stating the reasons and the amount concerned.

The time required by the Client's payment service provider to credit the amount does not depend on HEIS.

8. Exchanges

Beyond the statutory right of withdrawal, HEIS may accept an exchange, subject to stock availability. The conditions set out in this page apply.

9. Exclusions

The right of withdrawal does not apply to items made to the Client's specifications or clearly personalised, in accordance with Article 59 of Italian Legislative Decree 206/2005.

Faulty items are covered by the statutory guarantee of conformity, as set out in the Terms and Conditions of Sale . This guarantee is separate from the right of withdrawal and is not subject to the 14 day period.