Returns policy
Title

general

We have a 30-day return policy which means you have 30 days after receiving your item to request a return.


To start a return, you can contact us at hello@heshana.com

 

To expedite the process, please make sure to clearly state:

  • Your order number
  • Your issue/concern
  • Your email (and first and last name) when you made the purchase.

Once your request is approved, you will get a confirmation email with shipping guidelines


Items sent back to us without first requesting a return will not be accepted.

 

For safety reasons, Heshana does not offer free returns or exchanges unless there is a product quality issue. Non-quality-related returns will incur return shipping fee and restocking fee.

imposed fee for return criteria

To ensure prompt and efficient processing, minimize unexpected costs, and responsibly assess and recycle returned items, a return fee may apply. This fee covers return shipping and restocking and may vary depending on the order status and condition of the returned item(s).

 

- If Package is cancelled in transit

- If Package has not been opened with undamaged original packaing

- If Package has been opened and used but undamaged

 

We will provide you an estimate of fees including: return shipping and restocking fees once your request has been accepted. 

damages and issues

If your product arrives damaged, please contact us via email within 7 days of delivery. Include a brief description and a photo or video of the damage, and we’ll promptly send a replacement.
 

To help us assist you quickly, please follow this format when emailing our Customer Care team:

Subject line: Damaged or Defective Product

  • Order Number:
  • Full Name:
  • Description of the Damage or Fault: (Please be specific)
  • Photo or Video of the Defective Product: (Video preferred)
  • Email Used for Purchase

order is lost/stolen in transit

If you've opted for Insured Shipping to protect against theft and loss during transit, we’ll quickly send out a replacement.

 

To ensure a fast response, please use the following format when contacting our Customer Care team:

 

Subject line: Stolen, lost in transit order with insured shipping

  • Order number:
  • Full name:
  • Contact email address:

 

Our Customer Care team will prioritize your request and get a replacement on the way as soon as possible.

order is lost in transit, did not purchase insured shipping

We recommend contacting your local post office or carrier to report the issue. Please note that we cannot guarantee a full refund or replacement for lost or stolen items.

wrong address at checkout

Please double-check that your full address is entered correctly at checkout, as errors may prevent your product(s) from reaching you.


Heshana is not responsible for packages that are lost or stolen after being confirmed as delivered to the address provided in the order.

how do i ship back the products?

For instructions on returning products, please refer to the email you received after submitting your return request.

 

Important Note:

  • We do not provide pre-paid return labels. Return shipping costs are your responsibility and are non-refundable.
  • DO NOT return products to the address on the original packaging or without consulting our team first. Returns sent to the original package address may not reach us, preventing us from processing your refund.
  • Ensure all items are in their original packaging, in good working condition, with no signs of use, and include all manuals and accessories.

Please use a tracked shipping method for returns, as a tracking number is REQUIRED for timely processing of your refund.

digital items

To protect our property, we must deduct the price of digital items from the purchase order. Price may vary per order.

refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 

 

Once we receive your package, please allow 7-14 business days for processing, depending on peak times. If your return doesn’t meet the specified conditions, it will be sent back to you at your expense. Once your return is accepted, we’ll issue your refund and send you a confirmation email.

 

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

If you haven't received your refund yet, please try these steps:

  • Check your bank account to confirm the refund hasn’t been credited.
  • Contact your credit card company, as it may take some time for the refund to post officially.
  • Contact your bank, as refunds often require a processing period before being posted.

If you completed all these steps and more than 15 business days have passed since we’ve approved your return, please contact us at hello@heshana.com

refund options

We support the following refund options:

  • Refund to the oringial payment method (minus fees)
  • Refund to store credit 

european union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Customers are responsible for return shipping fees are not included.

questions?

Please contact us at hello@heshana.com

 

We are happy to help you!