Refund policy
Refunds
Change of mind returns
Due to hygienic reasons, we are only able to offer a refund or exchange on change of mind returns - if they are in their original packaging (including the plastic seal).
Faulty returns Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Refunds or exchanges will be issued where the item arrives faulty upon receipt. All products are checked for quality before dispatch, however we understand that there are instances where goods can be damaged in between leaving the warehouse and arriving at your doorstep. If your product is damaged, we are able to offer a refund or exchange, provided that your item is unused and is in the same condition that you received it in. It should also be in the original packaging.
How to return an item
To start a return, you must contact us at infoheatbae@gmail.com within 7 days of receipt, along with your order number and photos of the damaged product(s) alongside its shipping label. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Return postage costs are the responsibility of the purchaser. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at infoheatbae@gmail.com.
Please note that any shipping costs paid upon your initial order are not refundable.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 more than 15 business days have passed since we’ve approved your return, please contact us at infoheatbae@gmail.com.