Refund policy
We do not offer voluntary returns because you changed your mind, no longer need an item, or have finished using it. This does not affect remedies for faulty, damaged, incorrect or misdescribed goods, or any mandatory cancellation, withdrawal, warranty or refund rights that apply to your order.
Order changes and cancellations
Orders are sent to our fulfillment partners quickly. If you need to change or cancel an order, contact heilargsupport@gmail.com immediately with your order number. We will check whether it can still be stopped, but cannot guarantee a voluntary cancellation or change once processing has begun. Any cancellation or withdrawal right required by law still applies.
Damaged, faulty, incorrect or misdescribed items
Please inspect your order on arrival and, where possible, report a visible problem within 7 days of delivery so we can investigate promptly. Include your order number, a description of the issue, and clear photos or a short video if reasonably available. Keep the item and packaging while we review the issue. Reporting later does not remove any mandatory rights for defects, including faults that become apparent after delivery.
We aim to respond within 3–5 business days. If the issue is confirmed, we will arrange the appropriate repair, replacement or refund in accordance with applicable law. You will not have to pay necessary return shipping for a confirmed fault, damage in transit, or our fulfillment error. Purchasing Shipping Protection is not a condition of these rights.
Return process and condition
Contact us before sending anything back so we can provide the correct return address and instructions. Do not return an item to the address on the parcel unless we confirm it. A request for instructions does not replace or restrict a valid statutory withdrawal notice; you may exercise that right by sending us a clear written statement within the applicable deadline.
Return all included parts and accessories and, where reasonably possible, the original packaging. Pack the item securely. Original packaging is not a condition of a statutory remedy for faulty goods. We may inspect returned items and verify the reported problem.
Our policy does not cover damage caused by misuse, accidental damage after delivery, unauthorized alteration, or ordinary wear. These exclusions do not remove rights relating to an underlying defect. We do not offer a free trial or a use-and-return program.
EU/EEA and UK statutory withdrawal
Where EU/EEA or UK distance-selling rules apply, you may notify us that you wish to withdraw within 14 days after receiving your goods, without giving a reason, and send the goods back within 14 days after that notice. Applicable legal exceptions still apply. To withdraw, email us your name, order number, the items concerned and a clear statement that you wish to withdraw, or use our Contact page. You do not need to use a particular form.
You may inspect goods as you would in a shop to establish their nature, characteristics and functioning. If handling goes beyond what is necessary for that inspection and reduces the item's value—for example, extended use, washing, stains, odors, damage or missing parts—we may deduct the evidenced loss in value only to the extent permitted by law. Simply opening packaging or reasonably trying an item does not automatically remove your withdrawal right. No automatic restocking fee applies to a statutory withdrawal.
For a change-of-mind statutory withdrawal, you pay the direct cost of returning the goods unless applicable law requires us to pay it. We refund the applicable product payment and the original standard delivery charge; any extra cost for an upgraded delivery service is not refunded where the law permits. A lawful deduction for diminished value may apply as described above.
Refund timing
Refunds go to the original payment method. We normally process an approved refund within 5–10 business days, and always within any shorter period required by law. For an EU/EEA statutory withdrawal, reimbursement is due within 14 days of your withdrawal notice; where allowed, we may withhold it until we receive the returned goods or evidence that you sent them back, whichever is earlier. For a UK statutory withdrawal, we refund within 14 days of receiving the goods back or earlier evidence of return, as required by law. Your bank may take additional time to display the credit.
Other mandatory rights
Customers in other destinations, including the United States, Canada, Mexico and Switzerland, retain any mandatory consumer rights that apply to their order. This policy does not impose a 7-day limit on legal warranties or replace rights relating to non-delivery. See our Shipping policy for delivery issues. Any longer period or stronger remedy required by applicable law takes priority.
These terms apply to new orders placed after publication. Existing orders retain the terms and mandatory rights that applied when they were purchased.
Contact: heilargsupport@gmail.com or our Contact page.