Refund Policy

The time of order delivery is divided into two parts

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.

Customize Product – if we already designed or the product is already in production, in that case, we can’t change custom information for you, and we can’t cancel your order, hope for understanding.

Returns (if applicable)

We accept returns on products. Customers have the right to apply for a return within 10 days after the receipt.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Customers will only be charged once at most shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

Refunds (if applicable)

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.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@heratelle.com

Please contact our Customer service at support@heartelle.com to get the returned address.

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 sale items or gift cards.

Exchanges
We are not accepting exchange products. If you want to exchange a product we will give you a discount code.

Unacceptable Disputes

The buyer does not like it.
The Products smell unusual.
The shipping address was provided incorrectly.
Tracking information deleted by logistics companies or local post offices.