REFUND POLICY

Order Processing

Cancellation of orders is only possible within 24 hours of purchase, and you will receive a full refund. For prompt assistance, kindly contact us via email at [email protected]

Shipping

Issue 1: Tracking Shows Delivery, But Buyer Claims Non-Receipt

Regrettably, we do not offer refunds or reprints for orders marked as delivered. Customers can directly contact their carrier (e.g., USPS, UPS, DHL) to obtain precise delivery details, including GPS location.

Issue 2: Extended Lack of Tracking Updates

If tracking remains stagnant for over 2 weeks (for US orders) or more than 30 days (for international orders), we will initiate a refund process.

Issue 3: Delivery to Incorrect Address

Should a package reach a location different from the recipient’s address, we will refund the base cost or, if preferred, replace the item.

Issue 4: Return Due to Invalid Address

We do not provide replacements, refunds, or credits for entries with invalid addresses.

Issue 5: Return to Sender, Valid Address

In the event of a package being returned to the sender despite a valid and correct address, we will gladly replace and reship the order.

Issue 6: Post Office Indicates Package Lost

Should the post office declare a package lost in transit, we will happily replace and reship the order.

Received Items

Issue 1: Incorrect or Defective Item

For any defects or errors on our part, we will promptly replace the item at no additional cost. Typically, we do not accept returns due to user errors, such as size, design, or color selection discrepancies.

To qualify for a replacement, please email us with a photo of the flawed or different product received, along with any detailed shots you wish to include. Our customer service team will assess your claim. If approved, we will provide a replacement free of charge. For all other requests, please email us, and our customer service team will review if your claim aligns with the two reasons mentioned above. If it does, we will provide you with a return address.

Customers are responsible for return and exchange shipping fees. Please allow 5-10 business days for a refund to be processed after receiving your return. If your claim does not fall within the specified reasons, our returns and refunds policy will not apply.

Unauthorized returns or items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.

Issue 2: Missing Items in Order

In case an order arrives with one or more items missing, we will promptly ship out the missing piece. Please note that detailed photos are required for quality control purposes.

Please note:

  • Detailed photos are required for quality control purposes.
  • Issues must be reported within 15 days from the delivery date to qualify for credit or replacement.
  • Modifications to replacement items are not allowed.
  • Our refund policy does not apply in cases of force majeure events, for which we will provide official notice.

Other Issues with Received Items

For any questions, concerns, or assistance with our products and services, our dedicated customer support team is here to help.

  • Website: Heegifts.com
  • Email 1: [email protected]
  • Email 2: [email protected]
  • Phone: (+84) 859 138 994
  • Business Hours: Monday – Satuday: 9am – 8pm (PST)
  • Address 2: S3.02 Vinhomes Grand Park, Ward Nguyen Xien, Long Thanh My District, Ho Chi Minh, 700000, Vietnam.

We may explore alternative credit/refund solutions for special cases, and official notice will be provided in such instances.

Late Delivery

How We Handle Orders Shipped Late

Each product in our store comes with a production time frame, accounting for the period between order acceptance by heegifts.com and the shipping date. Over 95% of our orders adhere to this production schedule. In the rare circumstance that an order exceeds this period by 10 days or more, we will issue a credit.

Please don’t hesitate to reach out if you have any further questions or concerns.

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