Refund Policy

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on our products

Refunds in case of damaged product delivered
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@hetakids.com.

RETURN, EXCHANGE, AND REFUND POLICY

Return, Exchange, and Refund Policy
1. Personal care products are not returnable, however in only selective conditions, we can replace or refund against your order. To request a return/refund or replacement please write to support@hetakids.com within 7 days of receiving your order, please include pictures of the damaged/tampered side of the product or package along with the invoice, inner and outer
packaging, and your order number. Our customer service will respond within 3 to 4 workingdays after receiving the mail.
2. The processing of your request will take approximately 10 to 15 days from the day your package is returned. Our customer service department may contact you to determine if the product is damaged or defective prior to issuing a refund or replacement.
3. Any of the following cases will qualify you for a full refund or exchange without incurring any additional fees:
- Parts of the package are missing.
- Broken or damaged bottles/packs.
- Incorrectly delivered product.
Note. The product should be kept safe, saleable, and undamaged in its original packaging if you received the wrong product. Keep the invoice and the original outer and inner packing with you for successful pick-up and return.
- Delivery of an expired product.
4. Returns will not be accepted at our warehouse if:
- The product or its packaging is damaged.
- It is without an invoice.
- It is with tampered batch number and price
5. Products once delivered, will not be applicable for a refund if it falls under any of the scenarios stated below:
- Failure to provide adequate information about the case.
- Failure to provide snapshots of the Invoice, packet, and box (if any).
6. Unless otherwise specified, the Exchange/Return Policy does not apply to damages caused by neglect, improper usage, or incorrect application. Orders for Festive Gift boxes are not eligible for exchanges or refunds. No exchanges are allowed due to allergic reactions.
7. A refund/replacement may be issued after we determine the damage or defect in the product.
8. We will refund in the form of a bank transfer. No cash refunds will be made. For the online refund process to be initiated, our team usually needs at least 5 to 7 business days after the refund initiation.
9. The amount will be credited to your account used for payment in the case of prepaid orders. In most cases, it will take 7-10 business days for the amount to appear in your account.