Refund policy

Returns & Refunds Policy — Europe

Thank you for choosing HIDE Covers by Skimmer Lids Pty Ltd. We craft premium exterior covers designed to blend seamlessly with landscape and pool finishes. To ensure a smooth experience, please review the Returns & Refunds Policy below.

1) Important: Returns are handled by the place of purchase

HIDE products in Europe may be purchased either:

  • directly from HIDECovers.com (fulfilled from our Germany warehouse), or

  • through authorised distributors and resellers across Europe.

All returns must be made to the original place of purchase. This ensures your return is processed correctly, including refund method, VAT handling (where applicable), and warranty administration.

2) Purchases made on HIDECovers.com (Website Orders)

2.1 EU/EEA consumer right of withdrawal (change of mind)

If you are a consumer in the EU/EEA and you purchased online from HIDECovers.com, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason.

Timeframes

  • You must notify us of your decision to withdraw within 14 days of delivery.

  • After notifying us, you must return the goods within 14 days.

2.2 Return conditions (eligibility)

To be eligible for a return, items must be:

  • Unused, uninstalled, and in original packaging

  • Complete with all components, fixings, and documentation

  • In resaleable condition (no damage, marks, modifications, or missing parts)

If goods have been handled beyond what is necessary to inspect them, we may reduce the refund to reflect any diminished value, where permitted.

2.3 Step-by-step return instructions (Website Orders)

Step 1 — Request return authorisation
Email admin@hidecovers.com with:

  • Order number

  • Items you want to return

  • Reason for return (optional for change-of-mind withdrawal)

  • Photos (required if faulty/damaged)

Step 2 — Receive Return Authorisation (RA)
All returns require prior approval. Once approved, we will email you:

  • Your RA number

  • The return address for our Germany warehouse

  • Packing and labelling instructions

Step 3 — Pack securely
Pack the item(s) securely and include all parts. Clearly mark the RA number on the outside of the package (or as instructed).

Step 4 — Send your return within the required timeframe
Use a tracked service and keep proof of postage. Items returned without prior approval may be refused and may delay your refund.

2.4 Return address (Germany warehouse)

For HIDECovers.com orders, returns are sent to our European fulfilment warehouse in Germany. The correct return address will be provided with your Return Authorisation.

TERRATRANS, Internationale Spedition GmbH
Ludwig-Erhard Strasse 40a, 
D-28197 Bremen, 
Deutschland/Germany

2.5 Return costs (Website Orders)

  • Change-of-mind / withdrawal returns: the customer is responsible for return shipping costs, unless we state otherwise.

  • Faulty/incorrect/damaged items: once confirmed, we will cover reasonable return costs or provide an alternative resolution.

2.6 Refunds (Website Orders)

Once your return is received and inspected, we will notify you of the outcome.

Refund timing
Refunds are processed within the timeframe required by applicable law. Where the right of withdrawal applies, refunds are made within 14 days of your notification to us of your decision to withdraw. We may wait to issue the refund until we receive the goods back or you provide evidence of return shipment.

Refund method
Refunds are issued to the original payment method (unless agreed otherwise).

2.7 Cancellations before dispatch

If you need to cancel an order before it ships, contact us immediately at admin@hidecovers.com If the order has already been dispatched, it will be handled as a return.

2.8 Deductions and non-acceptance

We may decline a return or apply a deduction if items are returned used, installed, damaged, incomplete, or not in resaleable condition.

2.9 Exclusions

In some cases, the right of withdrawal does not apply (for example, goods made to the customer’s specifications or clearly personalised). If any products are made-to-order, this will be stated on the product page at the time of purchase.

3) Purchases made through authorised distributors or resellers (Non-Website Purchases)

If you purchased HIDE products through an authorised distributor or reseller, your contract of sale is with that seller. As a result:

  • Returns, refunds, cancellations, and credits must be requested directly from the distributor/reseller you purchased from.

  • Return eligibility, return costs, and processing timeframes are governed by the distributor/reseller’s own policy and local consumer requirements.

Step-by-step return instructions (Distributor/Reseller Purchases)

Step 1 — Contact your distributor/reseller
Provide your proof of purchase (invoice/receipt), product details, and the reason for return.

Step 2 — Follow their return instructions
They will advise whether the product is eligible for return and the return location.

Step 3 — Return costs and timeframes
Return shipping costs and return timeframes are determined by the distributor/reseller’s policy.

4) Faulty, damaged, or incorrect items (All Purchases)

If you believe your item is faulty, was supplied in error, or arrived damaged:

  • Website orders: contact admin@hidecovers.com with photos and your order number.

  • Distributor/reseller orders: contact your distributor/reseller first (they will manage the return). If needed, we can provide technical support in parallel—email admin@hidecovers.com with proof of purchase and photos.

5) Customer Support

Email: admin@hidecovers.com

PAYMENT POLICY
We do not charge credit/debit card processing fees. All prices are listed in Euros and include VAT where applicable.

RETAIL & LOCAL DISTRIBUTORS
Want to see HIDE in person? Visit a local showroom or distributor across Europe. Find your nearest distributor on our website:
👉 Local Distributors