Refund & Returns Policy

Refunds and Returns Policy

Effective Date: January 14, 2025

At Heza, we aim to provide a seamless shopping experience and ensure customer satisfaction. This Refunds and Returns Policy outlines the process, conditions, and timeframes for product returns and refunds. By purchasing from our website, you agree to comply with this policy.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be in its original, unused condition with all tags and packaging intact.
  • Returns must be initiated within 14 days of receiving your order.
  • Items marked as “final sale” or “non-refundable” are not eligible for return unless they are defective.

2. Non-Eligible Items

The following items cannot be returned:

  • Undergarments or intimate apparel due to hygiene reasons.
  • Custom-made or personalized items.
  • Items damaged due to misuse, improper handling, or wear and tear.

3. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact our customer support at [email protected] with your order number and reason for return.
  2. Our team will respond within 2 business days with return instructions and a return authorization number (RAN).
  3. Package the item securely and include the RAN in the return package.
  4. Ship the item to the address provided in the return instructions. Please retain the tracking information for your shipment.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
  • If the return is approved due to a defect or error, we will provide a prepaid shipping label.

5. Processing Returns

  • Once we receive and inspect the returned item, you will be notified via email.
  • If the return is approved, the refund or exchange will be processed within 5-7 business days.

6. Refunds

  • Refunds will be issued to the original payment method.
  • Please note that it may take an additional 5-10 business days for your bank or payment provider to process the refund and update your account.
  • Shipping fees are non-refundable unless the return is due to our error or a defective product.

7. Exchanges

  • Exchanges are subject to product availability.
  • If you wish to exchange an item, please indicate the desired replacement item when initiating your return.
  • If the replacement item is unavailable, a refund will be issued instead.

8. Damaged or Defective Items

If you receive a damaged or defective item:

  1. Notify us within 48 hours of receiving the product.
  2. Provide clear photos of the damage or defect, along with your order number, to [email protected].
  3. Upon verification, we will offer a replacement or full refund, including shipping costs.

9. Contact Information

For any questions or assistance regarding returns or refunds, please reach out to us:

We are committed to resolving any issues promptly and fairly.

Thank you for choosing Heza. We value your trust and aim to ensure your satisfaction with every purchase.