Refund Policy

Heeipaw

14-Day Return & Refund Policy

We carefully select and inspect our products to provide a reliable shopping experience. Here's everything you need to know about returns and refunds.

If your item arrives damaged, defective, or has a verified quality issue, please contact our customer service team and we’ll be happy to assist you.

1 Return Eligibility

We accept returns within 14 days of delivery only for items that are defective, damaged upon arrival, or have a confirmed quality issue.

To be eligible for a return:

You must contact us within 14 days of receiving your order.
The item must have a verified defect, damage, or quality issue.
Please provide your order number, product name, a description of the issue, and clear photos or videos showing the problem.
The item and its original packaging should be retained until your claim has been reviewed.

Important: We do not accept returns for change of mind, personal preference, incorrect size selection, or other non-quality-related reasons.

2 Exchanges

We do not offer exchanges.

If you receive a defective, damaged, or incorrect item, please contact our customer service team. Depending on the circumstances, we may provide an appropriate resolution, such as a refund or replacement where applicable.

3 Order Cancellations

If you cancel your order within 24 hours of purchase, you will receive a full refund. If you wish to cancel your order, please submit a request through the “Contact Us” page.

For orders canceled more than 24 hours after purchase but before shipment, a 15% cancellation fee will be applied.

Once an order has been shipped, we are unable to accept any cancellation requests.

4 Non-Returnable Items

Returns will not be accepted in the following circumstances:

Change of mind or no longer wanting the product
Incorrect size, color, or style selected by the customer
Products that have been used, damaged, altered, or improperly handled by the customer
Normal wear and tear
Clearance, final-sale, promotional, or discounted items, unless they arrive defective or damaged
Requests submitted more than 14 days after delivery

5 Damaged or Defective Items

If your order arrives damaged or defective, please contact us as soon as possible.

To help us resolve your issue quickly, please provide:

Your order number
Product name
A brief description of the problem
Clear photos and/or video showing the defect or damage
Photos of the packaging if the item was damaged during shipping

Our customer service team will review your request and provide the appropriate resolution.

6 Return Shipping Costs

For approved returns involving a verified product defect, damage, or an incorrect item sent by us, Heeipaw will provide return instructions and determine the appropriate return shipping arrangement.

Please note: Do not return any item without contacting us and receiving return authorization first. Unauthorized returns may not be accepted or refunded.

Original shipping charges are generally non-refundable unless the return is caused by an error on our part.

7 Refunds

Once an approved return is received and inspected, we will notify you of the refund status.

If approved, your refund will be issued to your original payment method within 7 business days.

After the refund has been issued, your bank, credit card company, or payment provider may require additional time to process and post the refund to your account. Processing times vary by financial institution.

8 Order Issues & Incorrect Items

If you receive the wrong product, wrong quantity, or an item that is significantly different from what you ordered, please contact us within 14 days of delivery with photos of the item received.

We will review the issue and provide an appropriate resolution.

9 How to Request a Return

Before sending anything back, please contact our customer service team.

Include the following information:

Order Number: ________________

Product Name: ________________

Reason for Return: ________________

Photos/Videos of the Issue: ________________

Our team will review your request and provide return instructions if your return is approved.

Do not send products back without prior authorization.

10 Abuse & Fraud Prevention

Heeipaw reserves the right to refuse return or refund requests involving suspected fraud, abuse, misuse, excessive or irregular return activity, or claims that cannot be reasonably verified.

This does not affect any rights you may have under applicable consumer protection laws.