Refund policy

Return, Refund & Replacement Policy – Heven Store


At Heven Store, customer satisfaction matters to us. We follow a 3-Day Return / Replacement Policy with clear conditions to ensure fairness for both customers and the brand.

🔁 2-Day Return / Replacement Policy

Customers may request a return or replacement within 3 days of delivery only if the product meets the conditions listed below.

Eligible Reasons:

✅ Product received is damaged
✅ Product is defective or not working
✅ Wrong product delivered

📦 Return / Replacement Conditions

To be eligible:

  • Request must be raised within 3 days of delivery

  • Unboxing video is mandatory (clear, continuous, no cuts)

  • Product must be unused, unwashed, and in original condition

  • All original packaging, accessories, and tags must be intact

  • Approval is subject to quality inspection by Heven Store

❌ Requests without an unboxing video will not be accepted.

🚫 Non-Returnable Cases

Returns will not be accepted for:

  • Change of mind

  • Product not liked

  • Minor color or design variations

  • Delay caused by courier

  • Incorrect address or phone number provided by customer

  • Normal wear and tear

💰 Refund Policy

  • Approved returns may receive replacement or refund, based on availability

  • Refunds (if approved) will be processed to the original payment method within 5–7 business days

  • COD shipping charges are non-refundable

  • For COD refusals or RTO orders, no refund will be issued

❌ Cancellation Policy

  • Orders cannot be cancelled once shipped

  • Heven Store reserves the right to cancel orders due to:

    • Stock issues

    • Pricing or technical errors

    • Delivery service limitations

If cancelled by Heven Store, refund (if applicable) will be processed accordingly.

⚖️ Legal Disclaimer

  • Product images are for reference only; slight variations may occur

  • By placing an order, the customer agrees to all store policies

  • Heven Store shall not be liable for indirect or consequential damages

  • All disputes shall be subject to [Your City/State] jurisdiction only

📞 Customer Support

For return or replacement requests:
📧 info.hevenstore@gmail.com
⏰ Contact within 2 days of delivery

✅ Final Confirmation

Placing an order on Heven Store confirms that you have read, understood, and agreed to this Return & 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. Invoice Must be shown. 


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.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.


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. 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 info.hevenstore@gmail.com.