Refund policy
Returns & Refunds Policy — Europe HIDE Covers by Skimmer Lids Pty Ltd
Thank you for choosing HIDE Covers. We craft premium exterior covers designed to blend seamlessly with landscape and pool finishes. Please review this policy carefully before purchasing.
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, and warranty administration.
2. Purchases Made on HIDECovers.com (Website Orders)
2.1 EU/EEA Consumer Right of Withdrawal
If you are a consumer in the EU/EEA and 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.
B2B Purchases — No Statutory Right of Withdrawal The EU Consumer Right of Withdrawal applies to consumers (B2C) only. If you are purchasing as a business (B2B), you do not have a statutory right of withdrawal under EU law. Returns for B2B purchases are subject to our separate commercial terms and are at our discretion.
Timeframes
- You must notify us within 14 days of delivery.
- After notifying us, you must return the goods within 14 days of your notification.
Note: If we fail to inform you of your right of withdrawal at the time of purchase, the withdrawal period is extended to 12 months from the end of the original 14-day period, as required by EU law.
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 their nature, characteristics, and functioning, we may reduce the refund to reflect any diminished value, as permitted under EU law (Article 14, Consumer Rights Directive 2011/83/EU).
2.3 Step-by-Step Return Instructions (Website Orders)
Step 1 — Notify us of your withdrawal. Email admin@hidecovers.com with:
- Order number
- Items you wish to return
- Reason for return (optional for change-of-mind withdrawal)
- Photos (required if faulty or damaged)
You may also use the standard EU model withdrawal form available on request.
Step 2 — Receive Return Authorisation (RA). All returns require prior approval. Once approved, we will email you:
- Your RA number
- Packing and labelling instructions
Step 3 — Pack securely. Pack item(s) securely and include all parts. Clearly mark the RA number on the outside of the package.
Step 4 — Send your return within the required timeframe. Use a tracked service and retain proof of postage. Items returned without prior authorisation may be refused, which may delay your refund.
2.4 Return Address (Germany Warehouse)
All HIDECovers.com returns are sent to our European fulfilment warehouse:
TERRATRANS Internationale Spedition GmbH Ludwig-Erhard-Str. 40A D-28197 Bremen Germany
The confirmed return address will also be included in your Return Authorisation email.
2.5 Return Costs (Website Orders)
- Change-of-mind / withdrawal returns: The customer is responsible for return shipping costs, unless we state otherwise. This is disclosed before you complete your purchase.
- Faulty, incorrect, or 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: We will issue your refund within 14 days of receiving your withdrawal notification. We may withhold the refund until we have received the goods back, or until you provide evidence of return shipment — whichever is earlier.
What is refunded
- The full purchase price of the returned item(s), and
- The standard outbound delivery cost you paid at the time of purchase. We are not required to refund any premium delivery upgrade selected above standard delivery.
Refund method Refunds are issued to the original payment method, unless you have expressly agreed otherwise. No fee is charged for the refund.
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 under this policy.
2.8 Deductions and Non-Acceptance
We may decline a return or apply a deduction to the refund if items are returned used, installed, damaged, incomplete, or not in resaleable condition, to the extent permitted by applicable law.
2.9 Exclusions — Right of Withdrawal Does Not Apply
The right of withdrawal does not apply to goods that are:
- Made to the customer's specifications, or
- Clearly personalised
Where any HIDE product is made-to-order or custom, this will be clearly stated on the product page before you add the item to your cart and before you complete your purchase, as required by EU law. By completing your purchase of such items, you acknowledge and agree that the right of withdrawal does not apply.
3. Purchases Through Authorised Distributors or Resellers
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, costs, and timeframes are governed by the distributor/reseller's own policy and applicable local consumer law.
Step-by-Step Return Instructions (Distributor/Reseller Purchases)
Step 1 — Contact your distributor/reseller. Provide your proof of purchase (invoice/receipt), product details, and reason for return.
Step 2 — Follow their return instructions. They will advise whether the product is eligible for return and confirm the return location.
Step 3 — Return costs and timeframes. These are determined by the distributor/reseller's policy and applicable consumer law.
4. Faulty, Damaged, or Incorrect Items (All Purchases)
If 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. If needed, we can provide technical support in parallel — email admin@hidecovers.com with proof of purchase and photos.
Under EU law, goods must conform to the contract of sale. If they do not, you may be entitled to repair, replacement, price reduction, or refund under your statutory rights, independent of this policy.
5. Customer Support
Email: admin@hidecovers.com We aim to respond within 2 business days.
