Refund policy
RETURNS AND EXCHANGES
At HI-WAVE, we want your experience to be as simple as possible.
You have 14 calendar days from the date you receive your order to request a return or exchange.
Once this period has expired, we will no longer be able to accept the return of the product.
HOW TO REQUEST A RETURN OR EXCHANGE
1. CONTACT US
Send an email to info@hiwave-brand.com including:
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Full name.
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Order number.
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Product or products you wish to return or exchange.
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Reason for the return or exchange.
2. RECEIVE THE INSTRUCTIONS
Once we receive your request, our team will send you the necessary instructions to manage the return or exchange.
3. PREPARE YOUR ORDER
The garment must be:
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Unworn.
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Unwashed.
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In perfect condition.
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With all original tags attached.
4. WE REVIEW THE GARMENT
Once we receive the product at our warehouse, we will check that it meets the conditions stated above.
If everything is correct, we will process the corresponding exchange or refund within 5 to 10 business days.
5. RECEIVE YOUR REFUND
The refund will be issued using the same payment method used for the purchase.
Depending on your bank or payment provider, it may take a few additional days for the amount to appear in your account.
RETURN AND EXCHANGE FEES
SPAIN — MAINLAND
Size or product exchange — €4.95
Includes collection of the garment and shipment of the new one, with no additional shipping cost.
Return with refund — €4.95
Return via gift card — FREE
BALEARIC ISLANDS
Returns and exchanges — €7.95
CANARY ISLANDS
Returns and exchanges — €13.95
PORTUGAL
Returns and exchanges — €6.95
REST OF EUROPE
Returns and exchanges — €12.95
RETURNS DUE TO CHANGE OF MIND
If you have changed your mind and wish to return your order, no problem.
The cost of the return will be borne by the customer and will be deducted directly from the total amount to be refunded.
The refund will be issued once we receive the garment at our warehouse and confirm that it meets the return conditions.
GARMENT CONDITIONS
To accept a return or exchange, the items must be in the same condition in which they were received.
We will not be able to accept garments that:
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Have been worn.
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Have been washed.
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Do not retain their original tags.
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Show stains, odours, damage or obvious signs of use.
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Have been modified or altered.
HI-WAVE reserves the right to reject any return or exchange that does not meet these conditions.
TRACKING YOUR ORDER
When your order leaves our warehouse, you will automatically receive an email with your tracking number.
You can use that link to check the status of your shipment.
NEED HELP?
If you have any questions about your order, shipping, return, exchange or customs procedures, you can email us at:
To help us assist you as quickly as possible, always include:
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Your full name.
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Your order number.
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A brief explanation of your enquiry.
HI-WAVE
Some memories are worth wearing.