Refund policy

Return & Refund Policy

Welcome to Heisen Blue! We want you to be fully satisfied with your purchase. If you are not entirely happy with your order, we’re here to help.

1. 30-day money-back guarantee

You have 30 calendar days from the day your order is delivered to request a refund. Email info@heisenblue.com with your order number and we will take care of it.

Opened bottles are covered. You do not have to leave the seal intact to qualify. We would rather you tried the product than returned it unused.

2. How a refund works

  • Email us within 30 days of delivery with your order number.
  • We confirm by reply. No return shipping label is needed for a single bottle — please do not post anything back unless we ask you to.
  • Your refund goes to the original payment method within 3 to 5 business days of approval. Your bank or card issuer may take a little longer to post it.

3. Damaged, leaking or missing orders

  • Damaged or leaking on arrival: send us a photo of the bottle and the outer box. We will send a replacement and you do not need to return anything.
  • Not arrived: check the tracking link in your dispatch email first. If there has been no movement for five business days, reply to that email. We will open a case with the carrier and, if the parcel cannot be located, send a replacement or refund you in full.
  • Methylene blue stains. If a parcel arrives leaking, handle it with gloves and keep it clear of fabric and stone.

4. Undelivered or refused orders

If a parcel is returned to us because the address was incomplete or delivery was refused, we will refund the order minus the actual shipping cost. The most common cause of a failed delivery is a missing unit or apartment number, so it is worth checking yours at checkout.

5. Replacements and exchanges

We replace items that arrive damaged, defective, or that are not what you ordered. We do not offer exchanges between concentrations — if the strength you chose is not right for you, the 30-day guarantee above applies instead.

6. Sale and promotional items

Regular-priced items are refunded in full. Items bought on sale or through a promotion are refunded at the price paid. Anything sold as final sale is marked as such on the product page.

7. Contact

Email info@heisenblue.com with your order number. A person replies, usually within one business day.