RETURNS AND REFUNDS
We hope you enjoy the goods! If you still change your mind, the return request must be filled in online within 14 days of receipt of the order.
In order to exercise the right of withdrawal, the Customer shall send Hydrogen a notice to that effect within the terms indicated, to the following email address email@example.com or through the following procedures:
HOW TO OPEN A RETURN REQUEST IF YOU ARE A NON-REGISTERED USER (GUEST ORDER):
Connect to the Guest Order Control area via the link:
EUROPE: Return Form
UNITED KINGDOM : Return Form
SPAIN : Return Form
FRANCE : Return Form
GERMANY : Return Form
USA: Return Form
Rest Of the World : Return Form
by entering your order data.
Enter your order details and select 'RETURN'.
Fill in the return request for the products to be returned, you will immediately receive an e-mail confirming your return request with the associated RMA number.
HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR DIGITAL STORE
Go to the My Account section in the user dashboard, ORDERS area.
Enter your order details and select the field 'RETURN'.
Enter your return request for the products to be returned, you will immediately receive an e-mail confirming your return request with the associated RMA number.
How can I return my articles?
Once you have completed your return request within 1-2 working days, you will receive a confirmation e-mail from our Customer Care with instructions on how to return the goods.
Print out the return authorisation e-mail and place it in the package together with the items to be returned.
In case of withdrawal you will have to send the products back to Hydrogen within 14 (fourteen) days from the withdrawal itself, to the following address:
For all packages sent from the European Union the shipping address is:
FiloBlu c/o Snatt Logistica Spa Mag. L - HYDROGEN, Via San Biagio, 65/67, 42024 Castelnovo Sotto (RE) – Italy
For all packages sent from countries outside the European Union, which pass through customs, the shipping address is:
FiloBlu c/o Snatt Logistica Spa – HYDROGEN Via Kennedy 12/B 42040 Campegine (RE) Italy.
You may choose to send the parcel by courier or national postal service to the address you receive in the return authorisation email.
We remind you that shipping costs are at your charge, our Customer Care does not provide a return label.
Keep the shipping receipt of your parcel.
As soon as your return is delivered to our warehouse, the Quality Control Department will carry out the due checks. In case of a positive outcome, we will send you an e-mail to confirm the return and the disposition of the refund.
The refund will be made within 14 days after receipt of the goods via the same payment method used to confirm the order.
You will be credited the price of the purchased products. Hydrogen does not allow exchanges of goods but will refund the cost of returned items. For an exchange you will have to proceed by placing a new order.
Please also note that the technical time to obtain a refund depends on the internal procedures of your credit institution.
Return for faulty or incorrect product
In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what is defined in legal terms as 'a product that complies with what was agreed'.
Hydrogen is committed to providing high quality products and services. If, for some reason, you have a complaint about a product purchased online (in case of defects and/or non-conformity), please contact our Customer Care: firstname.lastname@example.org.
Please provide all necessary information, including, preferably, the order number in question and photos with labels of the product you have received.
Before proceeding with the dispatch of the goods, please wait for a reply from our Customer Care, you will receive a confirmation e-mail containing all instructions on how to proceed with the dispatch of the product.