Refund policy
Returns (For Damaged or Defective Items Only)
We stand behind the quality of our products. If your item arrives damaged or defective, we offer a 30 day return policy from the date of delivery to request a resolution.
To be eligible, you must provide a clear unboxing video showing the product's condition as you open the package and your proof of purchase. Please contact us immediately at contact@heigezhixiang.com to initiate a claim.
Upon acceptance of your claim, we will typically provide a prepaid return shipping label (if needed) and instruct you on how to proceed. In many cases, we may resolve the issue without requiring you to ship the item back.
Non-Returnable Items
We do not accept returns based on change of mind, preference, or sizing. All sales are final on these grounds. Additionally, the following items cannot be returned:
- Custom-made or personalized products.
- Items damaged due to misuse, abuse, or accidental damage.
- Sale items or gift cards.
- Damages and Issues.
Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately. We will evaluate the issue and make it right.
Refunds
After we receive and inspect your returned item (if required), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 10 business days to your original payment method.
Exchanges
The fastest way to exchange a damaged/defective item is to contact us for a return and then place a new order once your return is accepted.
Contact Us
For any questions regarding returns, please contact us at contact@heigezhixiang.com.