Refund policy
1. Overview of the Return and Exchange Policy
IN ORDER TO ENSURE THE HIGHEST QUALITY SHOPPING EXPERIENCE FOR OUR EUROPEAN CUSTOMERS, HEISENER ELECTRONICS LIMITED (HEREINAFTER REFERRED TO AS "HEISENER") OFFERS A FLEXIBLE AND TRANSPARENT RETURN AND EXCHANGE POLICY FOR CONSUMERS IN THE EU MARKET. We are committed to providing our customers with a convenient and hassle-free shopping experience, ensuring that every consumer can purchase with confidence.
2. Conditions of Return and Exchange
Deadline for return and exchange: The consumer has 14 days from the date of receipt of the product to apply for a return or exchange. After this period, the item will no longer be accepted for return or exchange.
Product Condition: Returned items must be unworn and in their original packaging and labels. If the product is used or damaged, it will not be returned.
Return shipping costs: In the event of quality problems or the wrong item, HEISENER will cover the return shipping costs. If the return is due to consumer reasons (such as dislike, inappropriate, etc.), the return shipping fee will be borne by the consumer.
Refund processing: Once the returned item arrives and passes the inspection, the refund will be processed within 7 working days and the refund will be returned to the consumer's payment account.
3. Return and Exchange Process
Request a return or exchange: Please contact us through our website blkackheisen.com or customer service email to provide your order information and reason for return.
Return Confirmation: We will confirm your return request within 2 working days after receiving the application, and provide the return address and relevant guidance.
Item Return: Follow our return guidance to send the item back to ensure it won't be damaged in transit.
Refund processing: Once the item has been returned and inspected for conformity, the refund will be made to the original form of payment.
4. Quality problems
If there is a quality issue with your item, we will provide a full refund or free exchange.