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RETURN POLICY

You must check your item as soon as possible upon receipt and always before using it. You have 14 days to return your order in accordance with our returns policy. The 14-day period begins on the day following receipt of the item. 

All items must be returned unused and in their original packaging. Please take care of items when you receive them and when trying them on/inspecting them, for example please ensure that any tabs or security labels remain intact.

Wrong item received

We apologize if you have received the wrong item by mistake. This is not a common problem. We would like to resolve it as quickly as possible. To receive a refund or exchange, you must return the item in the same condition as received within 14 days of receipt.

Damaged or defective items

Please accept our apologies if you have received a damaged or faulty item. We understand how frustrating this can be. We would like to resolve this issue as quickly as possible. If you believe the item is faulty, please contact us. You’ll need to tell us exactly what you’ve found wrong, and as soon as possible. We will then let you know how to proceed. Our returns policy for defective items respects your legal rights.

Item not received

We apologize if you have not received your item. This is not a common problem. We would like to resolve it as quickly as possible. To receive a refund or replacement, you must inform us that you have not received your item within 14 days of the date you received an e-mail from us confirming that the item has been dispatched.

Proceed to return

To return your item, contact us from your account or via mail: support@hevania.com. You will need to provide our customer service department with your order number and the item you are returning, as well as the reason for the return. We will then provide you with a unique return authorization number and confirm the address to which you should return the item. Please pack the item securely and include your order number, name and address in the package. Please obtain proof of postage when you send us your item. Proof of postage costs nothing, but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process the refund according to the original method of payment used to purchase the item. Any item you have accepted and returned is your responsibility until it reaches our warehouse. Please ensure that you return your item to us via a delivery service that insures the contents of your parcel for the value of the goods.

 

All products returned to us are checked by our returns department. If you are eligible for a refund, we will refund the price of your item and shipping costs if returned within 14 days. Returns are generally processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of such receipt. We will refund you via the original method of payment used to purchase the item.

Return shipping costs

Please note that we can only refund the cost of returning an item if: we have sent you the wrong item, the item is damaged or faulty, or you are returning a replacement item that you do not wish to keep. The cost of shipping the item back to you will depend on its condition. These costs will be communicated to you once the testing process has been completed.

Complains

If you are not satisfied with the way we have handled the return, replacement or repair of an item, we apologize. We would like to resolve this issue. Please contact our customer service via your account.

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