At heelhavene, customer satisfaction is important to us. Please read this Refund & Return Policy carefully before placing an order. By purchasing from https://heelhavene.com, you agree to the terms below.

1. Order Cancellation

  • Orders can be canceled before shipment for a full refund.
  • Once an order has been shipped, it cannot be canceled. Please follow the return process below.

2. Inspect Your Package Upon Delivery (Important)

To protect your rights, please follow these steps:

  1. Record an unboxing video — When you receive your package, please record a continuous, unedited unboxing video before opening the parcel. The video should clearly show:
    • The shipping label and package condition
    • The seal and outer packaging
    • The full process of opening the package
    • The product(s) and any damage, missing items, or defects
  2. Refuse delivery if there is a problem — If the outer packaging is visibly damaged, crushed, wet, or tampered with, please refuse the delivery (拒签) directly and contact us immediately at service@heelhavene.com

⚠️ Important: Claims for damaged, defective, or missing items must be supported by an unboxing video. Without it, we may be unable to verify the issue and process your refund or replacement.

3. Return Eligibility

To be eligible for a return, your item must:

  • Be unused and in the same condition you received it
  • Be in the original packaging with all accessories, manuals, and tags
  • Be accompanied by proof of purchase
  • Be returned within 30 days of delivery

The following items are not eligible for return:

  • Used, washed, or damaged products caused by the customer
  • Personal care / hygiene products that have been opened
  • Clearance, final sale, or free gift items
  • Products without an unboxing video (for damage/defect claims)

4. How to Request a Return or Refund

  1. Email us at service@heelhavene.com within 30 days of delivery.
  2. Include your order number, reason for return, and your unboxing video (if applicable).
  3. Our team will review your request and respond within [1–3] business days.
  4. If approved, we will provide the return address and instructions.
  5. Ship the item back using a trackable method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

5. Refund Processing

  • Once we receive and inspect the returned item, we will notify you of approval or rejection.
  • Approved refunds are issued to the original payment method within [5–10] business days.
  • Shipping fees are non-refundable unless the return is due to our error.
  • Refund time may vary depending on your bank or payment provider.

6. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item:

  • Refuse the delivery if the damage is visible, or
  • Contact us within [48 hours / 3 days] of delivery with your unboxing video and clear photos.

After verification, we will offer one of the following:

  • A full refund
  • A replacement item
  • A partial refund (if you prefer to keep the item)

7. Exchanges

We only replace items that are defective or damaged. If you need an exchange for the same item, contact us at service@heelhavene.com. Exchanges must be requested within 30 days of delivery.

8. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again.
  2. Contact your credit card company — it may take time before your refund is officially posted.
  3. Contact your bank — processing time is often required.
  4. If you still have not received your refund, contact us at service@heelhavene.com.

9. Chargebacks

Please contact us before initiating a chargeback. We are committed to resolving any issue fairly and quickly.

10. Contact Us

For any questions about refunds or returns, contact us at:
Email: service@heelhavene.com
Website: https://heelhavene.com