Returns Policy
HEOAO E-Commerce Return Policy & Details
Thank you for shopping at HEOAO. We aim to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, we offer a straightforward return process in accordance with the terms below. Please read this return details carefully before initiating a return.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be returned within14 calendar days from the date of delivery.
- The item must be in its original condition — unused, unopened, undamaged, and with all original tags, packaging, and accessories intact.
- Certain items are non-returnable, including personalized products, perishable goods, digital products (e.g., software, e-books), and intimate apparel (unless defective).
- Defective or damaged items (caused by manufacturing errors or shipping damage) are eligible for return, exchange, or refund, regardless of the 14-day window (please report such issues within 3 days of delivery).
2. Step-by-Step Return Process
1. Submit a Return Request
Log in to your HEOAO account, go to "My Orders", select the order you wish to return, and click "Initiate Return". Fill in the return reason, upload photos (if the item is defective or damaged), and submit the request. Our customer service team will review your request within 1-2 business days and send a confirmation email with a return authorization (RA) number.
2. Prepare the Return Package
Pack the item securely in its original packaging (or a suitable alternative to prevent damage during transit). Include the RA number clearly on the outer package. Do not include any non-returnable items or additional gifts (unless they are part of the original order).
3. Ship the Package
Send the return package to the address provided in the return confirmation email. We recommend using a trackable shipping service, as HEOAO is not responsible for lost or damaged return packages. You will be responsible for the return shipping cost, unless the return is due to a defective item or our error (in which case we will provide a prepaid shipping label).
4. Track Your Return
Once we receive and inspect your return package (usually within 3-5 business days after delivery to our warehouse), we will update the return status in your HEOAO account and send you an email notification.
5. Process Refund or Exchange
- Refund: If your return is approved, we will process the refund to your original payment method within 5-7 business days. Please note that refunds may take up to 14 days to reflect in your account, depending on your bank or payment provider.
- Exchange: If you request an exchange (for a different size, color, or product), we will ship the new item to you once the returned item is inspected and approved. Any price difference (if applicable) will be charged or refunded accordingly.
3. Important Notes
- Returns that do not meet the eligibility criteria (e.g., items returned after 14 days, damaged by the customer, or missing original packaging) may be rejected, and the item will be returned to you at your own cost.
- If you receive a wrong item (due to our error), please contact our customer service immediately (within 3 days of delivery) to arrange a free return and replacement.
- Refunds will only be issued to the original payment method used for the purchase. We do not offer store credit or cash refunds.
- For defective items, we may request additional information (e.g., screenshots, videos) to verify the issue before processing the return.
- Canceling your HEOAO account does not automatically initiate a return or refund. You must follow the return process outlined above to request a refund.
4. Contact Us
If you have any questions or need assistance with your return, please submit a ticket to our Helpdesk or contact our customer support team at support@heoao.com. We will respond to your inquiry as soon as possible.
Last Updated: [Insert Date]
HEOAO E-Commerce Reserved All Rights
Exchange Policy
HEOAO E-Commerce Return Policy & Details
Thank you for shopping at HEOAO. We aim to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, we offer a straightforward return process in accordance with the terms below. Please read this return details carefully before initiating a return.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be returned within14 calendar days from the date of delivery.
- The item must be in its original condition — unused, unopened, undamaged, and with all original tags, packaging, and accessories intact.
- Certain items are non-exchangeable, including personalized products, perishable goods, digital products (e.g., software, e-books), intimate apparel (unless defective), and clearance items marked as "Final Sale".
- Defective or damaged items (caused by manufacturing errors or shipping damage) are eligible for free exchange at any time, regardless of the 14-day window (please report such issues within 3 days of delivery).
- The exchanged item must be of the same or similar value. If the new item is more expensive, you will need to pay the price difference before shipment; if it is cheaper, we will refund the difference to your original payment method.
2. Step-by-Step Exchange Process
1. Submit an Exchange Request
Log in to your HEOAO account, navigate to "My Orders", select the order containing the item you want to exchange, and click "Initiate Exchange". Fill in the exchange reason, select the desired new item (specify size, color, or product model), and upload photos if the original item is defective or damaged. After submitting the request, our customer service team will review it within 1-2 business days and send a confirmation email with an Exchange Authorization (EA) number.
2. Prepare the Item for Exchange
Pack the original item securely in its original packaging (or a suitable alternative to avoid damage during transit). Clearly mark the EA number on the outer package. Do not include non-exchangeable items, additional gifts (unless they are part of the original order), or personal belongings.
3. Ship the Original Item Back
Send the packaged original item to the address provided in the exchange confirmation email. We recommend using a trackable shipping service, as HEOAO is not responsible for lost or damaged packages during return transit. You will bear the return shipping cost, unless the exchange is due to a defective item or our error (we will provide a prepaid shipping label in such cases).
4. Track Your Exchange
Once we receive and inspect the returned original item (usually within 3-5 business days after it arrives at our warehouse), we will verify if it meets the exchange eligibility criteria. We will update the exchange status in your HEOAO account and send you an email notification.
5. Process and Ship the Exchanged Item
- If the original item passes inspection, we will process the exchange promptly. If there is a price difference, we will notify you to complete the payment (for higher-priced items) or process the refund (for lower-priced items) within 2 business days.
- After all formalities are completed, we will ship the new exchanged item to you. You will receive a shipping confirmation email with a tracking number to monitor the delivery status.
3. Important Notes
- Certain items are non-returnable, including personalized products, perishable goods, digital products (e.g., software, e-books), and intimate apparel (unless defective).
- If you receive a wrong item due to our error, please contact our customer service immediately (within 3 days of delivery) to arrange a free exchange, with no return shipping cost required.
- Each order is eligible for only one exchange. If you need to exchange the new item again, you must initiate a new exchange request in accordance with these terms.
- For defective items, we may request additional information (e.g., screenshots, videos) to verify the issue before processing the exchange.
- Canceling your HEOAO account does not automatically process an exchange. You must follow the above process to submit an exchange request.
- The delivery time for the exchanged item depends on your location, usually 3-7 business days after shipment.
- Exchanges that do not meet the eligibility criteria (e.g., items returned after 14 days, damaged by the customer, missing original packaging, or non-exchangeable items) may be rejected, and the original item will be returned to you at your own cost.
4. Contact Us
Last Updated: [Insert Date]
If you have any questions or need assistance with your exchange, please submit a ticket to our Helpdesk or contact our customer support team at support@heoao.com. We will respond to your inquiry as soon as possible.
HEOAO E-Commerce Reserved All Rights
- Defective or damaged items (caused by manufacturing errors or shipping damage) are eligible for return, exchange, or refund, regardless of the 14-day window (please report such issues within 3 days of delivery).
2. Step-by-Step Return Process
1. Submit a Return Request
Log in to your HEOAO account, go to "My Orders", select the order you wish to return, and click "Initiate Return". Fill in the return reason, upload photos (if the item is defective or damaged), and submit the request. Our customer service team will review your request within 1-2 business days and send a confirmation email with a return authorization (RA) number.
2. Prepare the Return Package
Pack the item securely in its original packaging (or a suitable alternative to prevent damage during transit). Include the RA number clearly on the outer package. Do not include any non-returnable items or additional gifts (unless they are part of the original order).
3. Ship the Package
Send the return package to the address provided in the return confirmation email. We recommend using a trackable shipping service, as HEOAO is not responsible for lost or damaged return packages. You will be responsible for the return shipping cost, unless the return is due to a defective item or our error (in which case we will provide a prepaid shipping label).
4. Track Your Return
Once we receive and inspect your return package (usually within 3-5 business days after delivery to our warehouse), we will update the return status in your HEOAO account and send you an email notification.
5. Process Refund or Exchange
- Refund: If your return is approved, we will process the refund to your original payment method within 5-7 business days. Please note that refunds may take up to 14 days to reflect in your account, depending on your bank or payment provider.
- Exchange: If you request an exchange (for a different size, color, or product), we will ship the new item to you once the returned item is inspected and approved. Any price difference (if applicable) will be charged or refunded accordingly.
3. Important Notes
- Returns that do not meet the eligibility criteria (e.g., items returned after 14 days, damaged by the customer, or missing original packaging) may be rejected, and the item will be returned to you at your own cost.
- If you receive a wrong item (due to our error), please contact our customer service immediately (within 3 days of delivery) to arrange a free return and replacement.
- Refunds will only be issued to the original payment method used for the purchase. We do not offer store credit or cash refunds.
- For defective items, we may request additional information (e.g., screenshots, videos) to verify the issue before processing the return.
- Canceling your HEOAO account does not automatically initiate a return or refund. You must follow the return process outlined above to request a refund.
4. Contact Us
If you have any questions or need assistance with your return, please submit a ticket to our Helpdesk or contact our customer support team at support@heoao.com. We will respond to your inquiry as soon as possible.
Last Updated: [Insert Date]
HEOAO E-Commerce Reserved All Rights
