We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Our Customers satisfaction is our top priority so we cover any case of exceptional delay or even loss in transit and offer a free reshipment or a refund. Orders arrived damaged are also covered by our refund policy.
To start a return, you can contact us at support@hevit.store. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We shall not be responsible for any parcel missing en-route to us if there is no tracking available for the parcel.
Damaged and defective merchandise
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if the customization is incorrect, so that we can evaluate the issue and make it right. If the product has been damaged during delivery or if you believe the spelling or date are incorrect, please contact us. This item is eligible for a free replacement. Contact us as soon as possible, providing photos of the issue, and we will arrange your replacement with the highest priority. Shipping fees for the replacement will be covered by us.
IMPORTANT: To facilitate a smooth refund process for damaged products, please retain both the damaged products and their original outer packaging. Additionally, take clear photos of the outer packaging and the damaged areas of the product. These photos are essential for our investigation with the shipping company and serve as crucial evidence. Failure to retain the packaging or provide the required photos may result in our inability to process your refund.
Reservations
Cancellation Fees: If a customer cancels their reservation more than 12 months before their event date, they will receive a refund of their deposit minus a $20 processing fee. If a customer cancels their reservation less than 12 months but more than 6 months before their event date, they will receive a 50% refund of their deposit. If a customer cancels their reservation less than 6 months before their event date, no refund will be given.
Rescheduling: If a customer needs to reschedule their event date, we will do our best to accommodate the change. However, rescheduling is subject to availability and may incur additional fees.
Late Submission:
We require clients to approve a submission timeline with specific due dates before making reservations. If clients fail to submit their order details (e.g. photos and guest list) within those dates, we cannot be held responsible for any delays in delivery. We strongly encourage clients to adhere to the submission timeline so that we can ensure timely delivery and provide the best possible service.
In the event that a customer submits the guest list so late that we are unable to produce the seating chart on time for their event, the following policy will apply:
- The deposit made to reserve the date is non-refundable, as it is solely intended to secure our services and hold the date.
- A partial refund amounting to 30% of the completing payment made by the customer (clearing the outstanding balance) before production will be processed.
- The remaining 70% of the completing payment will not be refunded, as it covers the work already done and associated expenses incurred up to that point.
The partial refund will be issued within 14 days of notifying the customer about the inability to produce the seating chart on time.
By placing the deposit, the customer acknowledges and agrees to these terms and conditions, including the responsibility for timely guest list submission.
Personalized orders
We do not accept returns for personalized products which are customized to meet your specific requirements. Customized products cannot be returned or refunded.
If the product has been damaged during delivery or if you believe the spelling or date are incorrect, please contact us. This item is eligible for a free replacement.
Due to the unique nature of our personalized products, we are unable to cancel orders. All sales are final. Once an order has been placed, we immediately begin the process of creating your custom product, and therefore, cancellations cannot be accepted.
Incorrect and Delayed Shipping
We ship all orders according to the shipping times mentioned on each product page and shipping policy page. If those time has passed, please contact us.
Refunds are not issued because your order did not arrive sooner than the time frames mentioned on the Shipping page and on the product page. We do not make any commitment to the date entered in the "date" field when personalizing your product. We only undertake to comply with the terms specified on the Shipping policy page. This information is always clearly stated and available on our product page and shipping page before placing any order.
We are not responsible for reshipping orders if the customer has entered incorrect shipping information during checkout. Please double-check your shipping address and ensure that it is correct before submitting your order.
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 sale items or gift cards.
Returns
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.