Return and Refund Policy
At Hetoma, our priority is to deliver high-quality products that meet our customers’ expectations. However, we understand that sometimes situations may arise where a return is necessary. Therefore, we offer a 21-day return policy for all our products. If you are unsatisfied with your purchase, you have the option to return it for a full refund or exchange.
Eligibility for Returns
To be eligible for a return, the item must meet the following criteria:
- The item must be in its original packaging.
- The item must be in new and unused condition.
Please note that items that have been damaged, altered, or used cannot be returned.
Return Process
To initiate a return, please send an email to [email protected] with your order number, the specific product you wish to return, and the reason for the return. We will promptly provide you with detailed instructions on how to proceed with the return.
Please note that the customer is responsible for covering the shipping costs when returning the product. We recommend using a reliable and trackable shipping method to ensure the safe delivery of the returned item.
Refund Process
Upon receiving your returned item within 21 days of receipt, a full refund will be issued to the original method of payment. Please note that it may take 10-17 business days for the refund to be processed and appear in your account, depending on your financial institution.
Shipping Fees
Shipping fees are generally non-refundable unless the return is due to our error or a defective item. In such cases, we will cover the cost of return shipping.
Non-Returnable Items
Certain items are not eligible for return or exchange due to their nature. These items include:
- Clearance items
- Personalized items
- Custom-made items
- Final sale items
Please note that these items are considered final sales and cannot be returned or exchanged.
Defective Or Incorrect Products
In the event that you receive a defective or incorrect product, we apologize for any inconvenience this may cause. If this occurs, please contact our customer service team at [email protected] within 24 hours of receipt of the product. Our team will work with you to understand the issue and provide a resolution in a timely manner. Depending on the situation, we may offer a replacement product or a full refund for the product, as applicable.
For any further inquiries regarding our return and refund policy, feel free to reach out to us at [email protected]. Thank you for choosing Hetoma as your trusted shopping destination.