EU/EEA Consumers

Consumers in the European Union and European Economic Area generally have a statutory right to withdraw from an online purchase within 14 days after receiving the goods. To exercise that right, notify HGE in writing within the applicable period and return the item within 14 days after the notice. The customer pays direct return shipping costs unless the item is defective or applicable law requires otherwise.

Returned items must be unworn except for a reasonable fit check, unwashed, free of marks and odors, and returned with original tags and packaging. We may reduce the refund to reflect loss in value caused by handling beyond what would be permitted in a physical shop. Original standard delivery charges are refunded where required by law; premium delivery upgrades are not refundable.

Pre-order status by itself does not remove statutory withdrawal rights. A withdrawal exception applies only when an item is genuinely made to the customer’s individual specifications or clearly personalized, as defined by applicable law.

Customers Outside the EU/EEA

Unless mandatory local law provides otherwise, all sales to customers outside the EU/EEA are final. HGE does not accept returns or exchanges for change of mind, wrong size choice, or any other reason, except when the item is defective, damaged, incorrect, or does not match its product description (see below). Return shipping is paid by the customer unless applicable law requires otherwise.

Defective, Damaged, Incorrect, or Not as Described

Inspect the order on arrival and contact HGE promptly if an item is defective, damaged, incorrect, or does not match the product description on our website (for example, wrong color, size, material, or design). Include the order number and clear photos. When the claim is verified, we will provide a replacement, repair, price reduction, or refund as required by applicable consumer law. This does not limit any statutory conformity or warranty rights.

Non-Returnable Items

Items that have been worn for training, washed, altered, damaged after delivery, or returned with hygiene or odor issues cannot be accepted unless the item is defective and consumer law requires a remedy. Gift cards and clearly personalized goods are non-returnable except where required by law.

Refund Timing

Approved refunds are issued to the original payment method. Banks and payment providers may require additional processing time. We may withhold a withdrawal refund until the returned goods arrive or the customer supplies evidence of return, where permitted by law.