Refund policy
Return Policy
We are committing to offer our customer 100% satisfaction, and we gladly accept returns within 7 days of receipt for most items in new condition if you are not happy with your order.
Return Conditions
1.If you would like to return the item, please contact us within 7 days of delivery. You will receive a response within 24 hours.
2.Returned items must be in their UNUSED condition with the original packing. We DO NOT accept a returned item that has been worn, damaged, washed, or altered in any way.
3.We do not accept returned items that have been sent back without proper returns requests.
4.We do not offer Freight To Collect service for the packages returned to us. The returns will be made at your own cost.
5.Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Heccei products.
6.Note: The original shipping fee is non-refundable.
If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from https://www.heccei.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. Heccei reserves the right to deny any return.
Did you receive a faulty unit or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team to start the return process. Please include the following information:
Order number
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
To check the status of your order, please log-in to your HECCEI account or contact our Customer Support team.
We sincerely apologize for the inconvenience! You may contact us at service@heccei.com for a refund or reshipment.
Note: The order number is needed. Please also submit photos of the wrong item(s) you received.