Customer satisfaction is important to Heidrova Luxury. This policy explains the requirements and process for requesting a return, replacement, exchange, or refund.

Return Eligibility

Customers may submit a return request if:

• The product received is damaged or defective.
• An incorrect product was delivered.
• The product is eligible for return under the conditions stated in this policy.

Returns requested solely because of a change of mind may not be accepted unless approved by our customer support team.

Return Request Period

Return requests must be submitted within 7 days of receiving the order.

Requests submitted after this period may not qualify for a return, replacement, exchange, or refund.

Condition of Returned Products

To be eligible for return, products must:

• Remain unused, unworn, and unwashed, where applicable.
• Be in their original condition and packaging.
• Include all original tags, accessories, certificates, manuals, labels, and documentation.
• Be securely packaged to prevent damage during return shipping.

Products showing signs of use, wear, alteration, misuse, or damage caused after delivery may not be accepted.

Damaged or Defective Items

If an item arrives damaged or defective, please contact us within 7 days of delivery.

Please provide:

• Your full name
• Order number
• A clear description of the issue
• Clear photographs of the product
• Photographs of the external and internal packaging
• Any relevant delivery or tracking information

Please keep the product and its original packaging until the review has been completed.

Incorrect Items

If you receive an item different from the product ordered, please contact our customer support team within 7 days of delivery.

Please include:

• Your order number
• The name of the product ordered
• Details of the product received
• Supporting photographs

We will review the matter and provide the appropriate return, replacement, or refund instructions.

Non-Returnable Items

The following products may not be eligible for return:

• Opened or used beauty, skincare, cosmetic, wellness, or personal-care products
• Products with removed hygiene or safety seals
• Personalized or customized products
• Products damaged through misuse, improper handling, or unauthorized alteration
• Products missing original packaging, tags, accessories, certificates, or documentation
• Gift cards or downloadable products
• Products marked as final sale or non-returnable
• Products that cannot be returned for health, hygiene, or safety reasons

This does not affect any customer rights that cannot legally be excluded under applicable consumer-protection laws.

Return Authorization

Customers must contact Heidrova Luxury and receive return instructions before sending a product back.

Products returned without prior authorization or without following the provided instructions may not be accepted.

Customers should not return products directly to a supplier, manufacturer, or logistics provider unless instructed by our support team.

Return Shipping

Responsibility for return shipping costs depends on the reason for the return.

Where a product is confirmed to be damaged, defective, or incorrect, Heidrova Luxury will provide appropriate instructions regarding the return, replacement, or refund process.

For other approved returns, the customer may be responsible for return shipping costs.

Original shipping charges, customs duties, import taxes, handling fees, and other third-party charges may be non-refundable unless otherwise required by applicable law.

Inspection and Approval

Returned products will be inspected after they are received.

Following inspection, the customer will be informed whether the request has been:

• Approved for a refund
• Approved for a replacement or exchange
• Partially approved
• Rejected because the eligibility requirements were not met

Refunds may be reduced or declined if the returned product does not meet the conditions described in this policy.

Refund Processing

Approved refunds will be issued to the original payment method used for the order.

Once approved, Heidrova Luxury will submit the refund to the relevant payment provider. The time required for the funds to appear may vary depending on Stripe, PayPal, the customer’s bank, card issuer, or other financial institution.

Shipping fees, customs charges, taxes, and other third-party costs may not be refundable unless otherwise stated or required by law.

Exchanges and Replacements

Where available, an eligible damaged, defective, or incorrect product may be replaced or exchanged instead of refunded.

Replacement availability depends on product inventory, supplier availability, delivery restrictions, and the customer’s location.

If a suitable replacement is unavailable, an approved refund may be offered instead.

Contact Us

To request a return, replacement, exchange, or refund, contact:

Email: info@heidrovaluxury.com

Please include your full name, order number, description of the issue, and supporting photographs where applicable.

We aim to respond within 24–48 business hours.