Refund policy

Please note that our after-sale period is within 15 days after the parcel is marked as delivered in the logistic website. Please contact us within this time frame for after - sales service. If the time exceeds this limit, we're unable to provide after-sale support.

 

To be eligible for a return, the purchased products must remain in the same condition as when they are received, unworn or unused, with tags, and in its original packaging.

Please keep the information such as the shopping receipt, the unboxing video, or the photo of the delivery box. These information will serve as valid proof of purchase for after-sales service.

 

To initiate a return, please contact us at na.cs@heregroup.com.

 

If your request is approved, we’ll send a corresponding return label, as well as instructions on how and where to send your package.

 

If you have any problem or confusions about it, feel free to contact us for any relevant questions at na.cs@heregroup.com.

 

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 provide cooresponding solutions.

Please keep the unboxing video, shipping box, and the defective product as evidence until we provide you with a clear after-sales solution. We do not support any after-sales requests without valid supporting evidence.

 

Non-returnable situations
Customers are advised to consider their purchases carefully before placing an order. Once an order is placed, we do not support requests for order cancellations, refunds, or returns for reasons other than product quality issues.

Please get in touch with us via na.cs@heregroup.com.

 

 

Exchanges
Regarding returns and replacements, we will reship the same product to you after receiving the returned item and open the box to ensure whether it is in good condition before sending it to you.

 

Refunds
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 (excluding the weekend and legal holidays).

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 na.cs@heregroup.com.