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Refund Policy

We want our customers to have the best online shopping experience ever. Our dedicated product team is always looking for the best items to ensure the best quality before shipping. 

If you are not satisfied with the item you receive, we can provide an exchange or refund, depending on the reasons. Please feel free to contact us if you have any problem with your order! 

If you need to return an item, please check the procedure to make the process quick and comfortable. 


To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in its original packaging. 

Several types of merchandise are exempt from being returned. 

Perishable items such as: 





We also do not accept returns of intimate or hygienic products, hazardous materials or flammable liquids/gas. Other non-returnable items: 

gift cards, 

downloadable software, 

certain health and personal care items. 

In some situations, only partial refunds are given: 

books with obvious signs of use, 


VHS tape, 


video game, 

opened cassette or vinyl record, 

Any items not present in its original packaging, so items sent back or having missing parts as well as any items returned to the wrong address or without a pre-approval email (pre-approval email to get 14 days maximum after delivery) are exempt from being returned. 

Sale Items: Only regular priced items can be refunded. Unfortunately, sale items cannot be refunded. 


Our refund policy is 14 days. If 14 days have passed since delivery, we unfortunately cannot offer you a refund. 


We will only replace defective or damaged items (only on video within 7 days) 


– To return your product, you need to send an email to our support team, we do not accept returns by phone. 

– Our support team is the only one who can provide you with the return address (attach the pre-validation email). 

SPECIAL CASE: If you are opening a claim with PayPal/Stripe 

Be sure to make a video of the defective product for your claim to be approved. 

Only Paypal/Stripe are responsible for making the decision, our email/telephone team will not be able to interfere, speed up the process or even support your arguments. 

REMINDER: Any items returned to the wrong address or without a pre-approval email (pre-approval email to be obtained within 7 days of delivery) are exempt from being returned. 

– To complete your return, we require a receipt or proof of return (tracking number). You should consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. 

– You will be responsible for paying your own shipping costs for the return of your item. Shipping charges are not refundable. 

– Once your return is received and inspected, we will also notify you if your refund is approved or rejected. If approved, a refund will automatically be applied to the original payment method. 

– If you have not yet received a refund, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially released. Then contact your bank. There is often some processing time before a refund is released. If you have done all of this and still have not received your refund, please contact us. 


Your satisfaction is our top priority ! 

If you are not satisfied with the order, please contact us by email or phone and we will make it right.

IMPORTANT : Please make sure to enter your full address information during checkout. If there is a problem with delivery due to incomplete address, missing information, etc., you will be responsible and we will not be able to refund or return the products. 

Please contact us for more help or questions at support@heavania.com

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