Refund policy

We want you to love what you ordered. If something isn't right, we're here to help.

30-day returns

You can return most unused items within 30 days of delivery for a full refund of the item price. To be eligible, items must be unused, in the same condition you received them, and in their original packaging, with proof of purchase.

How to start a return

Email us at hetorialtd@gmail.com with your order number and the reason for the return. We'll reply with return instructions and the return address. Items sent back without first contacting us cannot be accepted.

Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with your order number and a photo of the item and packaging. We'll send a free replacement or issue a full refund, including shipping — you won't need to pay for a return.

Return shipping

For change-of-mind returns, the customer is responsible for return shipping costs, and original shipping charges are non-refundable. We recommend using a trackable shipping service, as we can't be responsible for returns lost in transit.

Non-returnable items

Personalized or custom-made items (for example, engraved or name products) and gift cards cannot be returned unless they arrive damaged, defective or incorrect.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

Exchanges

The fastest way to get a different item, size or color is to return the original item and place a new order.

Questions

Reach us anytime at hetorialtd@gmail.com.