Return & Refund Policy
By placing an order, You confirm that You have read, understood, and accepted the following policies:
We accept the return on products that were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Our policy lasts 15 days from the arrival date, especially for fragile products. No returns made after 15 days from the delivery date will be accepted.
1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
2. Please make sure you don't include non-Hebestorm items by accident in your return package. We will not be responsible for sending back those items to you.
3. If your items are eligible to return, ensure that items are unworn, unwashed, undamaged, have the original tags/packaging attached, and hygiene sticker intact.
4. Most frequently asked about items that cannot be returned or exchanged include personalized products, bodysuits, lingerie, jewelry, beauty products, underwear, event and party supplies, DIY supplies, pet supplies, and accessories.
Please note, if an item does not appear on the list above, this doesn’t mean your item is eligible to return. For further inquires over the product return, contact our Customer Service Agent.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Please contact our support team Here for more information.
Please be informed that you have to pay the return shipping fee.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
1. Not 100% Happy with Your Order
After getting your order, if you feel dissatisfied, please contact us Here to get support. Our customer service will review your request and send out further instructions. Depends on each situation, we will offer an up to 100% refund of item value/shipping fee/order value.
2. Damaged/Wrong/Missing Items
If the product is defective or does not properly function as advertised, it is required to keep a shipping label of the package you received. Kindly take an unboxing process video in case there is a problem with your order for a resolution. To resolve your case, send us the shipping label and proof of your problem via Here.
The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future.
Caution: This warranty only covers manufacturing defects and does not cover:
- Damage caused by accident
- Improper care
- Normal wear and tear
- Break down of colors and materials due to sun exposure
- Aftermarket modification
Our policy may last 15 days from the arrival date. If 15 days have gone by since you received the item, unfortunately, we can’t offer you a full refund or replacement.
Please note that we are unable to refund orders which function properly and are the same as what you order.
3. Lost Packages
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait for 15 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically to track its progress and provide accurate updates.
Kindly noted that for any reports of lost packages, it is essential to submit together with the Loss of Certificate or official information from the local post office on your package order status.
4. Package was disposed of by the Post Office (P.O)
We happily resend orders that were disposed of by the Post Office when the address was valid and correct. Otherwise, we are sorry that any replacements, refunds, or credits for invalid address entries of the customers are not applicable. We are also not responsible for cases where an intended recipient has moved or an intended recipient cannot be contacted leading to delivery failures.
You can only cancel your order within 6 hours from purchasing time of the same day.
- Cancellations made within the first hour from purchasing time of the same day will be issued a full refund of 100% order value (without Tip given by customers)
- Cancellations made after 1 hour but still within 6 hours from purchasing time of the same day will be issued a 70% refund of order value (without Tip given by customers). Please be informed that a management, processing, and transaction fee (30% of your total order value) will be applied in this case. Remember, you cannot cancel or modify your order if it has progressed to an advanced preparation status.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same product, send us a message Here.