At Heidrova Luxury, customer satisfaction is important to us. We are committed to providing authentic luxury products and fair support if an issue arises with your order.

This Returns & Exchanges Policy applies to purchases made through www.heidrovaluxury.com.

Business Operations: Egypt
Legal Payment Entity: Heidrova Luxury, LLC (United States)
Contact Email: info@heidrovaluxury.com

1. RETURN ELIGIBILITY

We accept eligible return requests within 14 calendar days from the date your order is marked as delivered.

Eligible Return Reasons

Returns may be accepted if:

• the item arrived damaged
• the item arrived defective
• the incorrect product was received
• a manufacturing defect is identified upon inspection

For discretionary return requests such as sizing concerns, style preference, or change-of-mind requests, approval may be considered at our discretion depending on product condition and return circumstances.

2. GENERAL RETURN CONDITIONS

To qualify for return approval, items must:

• be returned within 14 calendar days of delivery
• remain unused and unworn
• be in original saleable condition
• include all original tags, packaging, labels, dust bags, and accessories
• show no signs of wear, perfume, odor, damage, or alteration

Returns that fail inspection may be declined.

3. NON-RETURNABLE ITEMS

The following items are not eligible for return:

• items returned after the return eligibility window
• used, worn, altered, or damaged items (unless due to verified delivery issue)
• underwear, swimwear, intimate apparel, or hygiene-sensitive products
• final sale items
• clearance items
• personalized or custom products
• products restricted by brand-specific return limitations

4. HOW TO REQUEST A RETURN

To request a return:

1. Contact us at info@heidrovaluxury.com
2. Submit your request within 14 days of delivery
3. Include:
   • full name
   • order number
   • reason for return
   • supporting photographs (if applicable)

Our support team will review your request and respond within 1–2 business days.

If approved, detailed return instructions will be provided.

Do not send returns without written approval. Unauthorized returns may be refused.

5. RETURN SHIPPING RESPONSIBILITY

Seller-Covered Returns

Heidrova Luxury covers return shipping costs where:

• incorrect item was delivered
• verified damage occurred in transit
• manufacturing defect is confirmed

Customer-Covered Returns

Customers are responsible for return shipping costs where:

• change-of-mind return
• sizing issue
• style preference
• discretionary approved returns

We strongly recommend using a tracked and insured shipping method.

Heidrova Luxury is not responsible for return packages lost in transit without valid tracking.

6. REFUNDS

Once an approved return is received and passes inspection, refunds are processed to the original payment method.

Refund Processing Timeline

Refunds are typically processed within 5–10 business days after return approval and inspection.

Bank processing times may vary depending on the payment provider.

7. PARTIAL REFUNDS

A partial refund may be issued if:

• returned packaging is incomplete
• accessories are missing
• product condition differs from reported return reason
• minor customer-caused deterioration is identified

8. EXCHANGES

We currently do not offer direct exchanges.

If you wish to receive another size, style, or item:

please submit a return request (if eligible) and place a new order separately.

9. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect:

contact us within 48 hours of delivery.

Please include:

• order number
• clear product photographs
• packaging photographs
• issue description

If verified, we will provide an appropriate resolution, including replacement, return approval, or refund.

10. REFUSED OR FAILED DELIVERIES

Orders refused by the customer or returned due to:

• incorrect shipping address
• failure to accept delivery
• failure to complete customs requirements

may be subject to return handling, shipping, or administrative deductions where applicable.

11. FRAUD PREVENTION

To protect both customers and our business, certain high-value luxury returns may require additional verification before refund approval.

Suspicious, abusive, or fraudulent return activity may result in claim denial.

12. CONTACT US

Heidrova Luxury
Business Operations: Egypt
Legal Payment Entity: Heidrova Luxury, LLC (United States)
Email: info@heidrovaluxury.com
Website: www.heidrovaluxury.com

Customer Support Hours:
Saturday–Thursday | 9:00 AM – 6:00 PM (Egypt Time)

Response Time:
1–2 business days