Return & Refund Policy

At House of Heili, we value your satisfaction and aim to provide the best shopping experience. If, for any reason, you are not completely satisfied with your purchase, we offer a straightforward return policy for clothing, scented products, and custom gifts. Please read our return policy carefully to ensure a smooth return process.

Eligibility for Returns:

  • To be eligible for a return, you must request a return within three weeks (21 days) from the date you received your order.

Return Conditions:

  • The item(s) you wish to return must be in their original, unused, and unworn condition.
  • Clothing must not show any signs of wear or damage, such as stains, odors, or alterations.
  • Scented products must be unopened and in their original packaging.
  • Custom gifts are not eligible for return unless they are defective or damaged upon arrival.

Initiating a Return: To request a return, please follow these steps:

  1. Contact our customer support team via email at infohouseofheili@gmail.com or on WhatsApp at 083 635 2889 to initiate the return request.
  2. Provide the necessary information, including your order number and the reason for the return.

Return Shipping:

  • Customers are responsible for the cost of return shipping.
  • We recommend using a trackable and insured shipping method to ensure your return is received by us.

Refund Process:

  • After we receive and inspect the returned item(s), we will process your refund within 7-10 business days.
  • Refunds will be issued to the original payment method used for the purchase.

Exclusions:

  • We do not accept returns for custom gifts unless they are found to be defective or damaged upon arrival.

Defective or Damaged Items: If you receive a defective or damaged item, please contact our customer support team within three weeks of receiving your order. We will provide instructions on how to return the item, and we will cover the return shipping costs for defective or damaged items.

Contact Us: If you have any questions or need assistance with the return process, please feel free to reach out to our customer support team at infohouseofheili@gmail.com or 083 635 2889.

We appreciate your business and hope that you have a positive shopping experience with House of Heili. If you have any further questions or concerns, please do not hesitate to contact us. Your satisfaction is our priority.