Refund policy

Return Policy

No-Return Policy (Except for Defective or Incorrect Items)

Except as required by applicable law (including the European Union cooling-off period described below), all sales are final, and we do not accept returns or exchanges for reasons such as customer preference, change of mind, or product suitability.

Please review product descriptions carefully before placing your order.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon receipt.
If your item arrives damaged, defective, or incorrect, you must contact us within 8 days of delivery at support@hekiten.com so that we can evaluate the issue and provide an appropriate resolution.

To be eligible for replacement or refund in such cases:

  • The item must be unused and in its original condition and packaging

  • A receipt or proof of purchase is required

  • Prior authorization from us is mandatory

Items returned without prior authorization will not be accepted.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Items that have been used or consumed

  • Items used for more than five (5) days

  • Items returned due to personal preference or change of mind

If you have any questions about a product before purchasing, please contact us prior to placing your order.

Exchanges

We do not offer direct exchanges.
If an item qualifies for a return due to damage or defect and is approved, you may place a new order separately for the desired item.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receipt, for any reason.

To be eligible under this right:

  • The item must be unused, unworn, with tags attached, and in its original packaging

  • A receipt or proof of purchase is required

This EU-specific right applies only to orders shipped to the European Union.

Refunds (When Applicable)

If a return is approved, we will notify you once the item has been received and inspected.
Approved refunds will be processed to your original payment method within 10 business days.

Please note that additional time may be required for your bank or credit card provider to post the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at support@hekiten.com.