Refund policy

Return and Refund Policy

Last Updated: April 26, 2025

At he., our mission is to deliver premium products crafted with care, detail, and your confidence in mind. Every item is inspected and packed with precision to ensure it reaches you in pristine condition. We recognize that, on rare occasions, unforeseen issues may occur during fulfillment. Accordingly, we have established the following Return and Refund Policy, which governs all transactions made through our store.

General Policy

Due to the intimate nature of our products—and for the safety and hygiene of all our customers—we do not accept returns or offer refunds for any reason other than a verified fulfillment error or shipping discrepancy originating on our part.

This policy protects every customer by ensuring that all products remain untouched, sealed, and uncompromised.

Eligibility for Return or Refund

A return or refund will only be considered under the following circumstances:

  • Wrong Item Received: If you receive a product that does not match your order.

  • Item Damaged During Fulfillment: If the product was materially damaged during the fulfillment or shipping process (minor packaging blemishes excluded).

To qualify:

  • You must notify us at support@heisit.com within five (5) business days of delivery.

  • The item must be unopened, unused, undamaged (aside from the reported fulfillment issue), and in its original, sealed packaging.

  • You must provide proof of purchase (order confirmation email or receipt) and clear photographic evidence of the issue.

  • Returns must be pre-approved by our Customer Experience Team. Unauthorized returns will not be accepted.

Process for Approved Returns

If your return request is approved:

  • We will issue a pre-paid return shipping label and instructions for returning the item.

  • Once the returned item is received and inspected, and if it meets all conditions, a refund will be issued to the original payment method within 10 business days.

  • Please allow an additional up to 15 business days for your financial institution to post the refund to your account.

Failure to meet any of the eligibility requirements will result in denial of the return or refund request.

Non-Returnable and Non-Refundable Circumstances

To maintain the highest hygiene and safety standards, returns and refunds will not be granted in the following situations:

  • Change of mind, dissatisfaction with product results, or personal preference.

  • Allergic reactions or personal sensitivities.

  • Requests submitted outside of the five (5) business day notification window.

  • Items that have been opened, used, or otherwise not in original, sealed condition.

  • Sale items, promotional items, discounted bundles, or gift cards.

All sales are considered final unless they meet the fulfillment error exceptions outlined above.

Exchanges

We do not offer product exchanges.
If your return is approved due to a fulfillment error, you may place a new order separately for the correct item after your refund has been processed.

Right of Withdrawal for EU Customers

If your order was shipped within the European Union, you may have a 14-day cooling-off period under local law.
However, due to the intimate and hygienic nature of our products, only sealed, unopened, unused products are eligible under this policy, and the same notification and approval procedures outlined above apply.

Important Legal Disclaimer

he. reserves the sole and exclusive right to determine eligibility for returns and refunds.
By purchasing from us, you acknowledge and accept that returns and refunds are rare and granted only in strict adherence to this policy.

Contact Us

For questions about returns or refunds, please contact us at:
Email: support@heisit.com