Refund policy

Return & Refund Policy

Welcome to Heisenblue! 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. Returns

  1. Eligibility Window
    You have 30 calendar days from the date you received your item(s) to request a return. If more than 30 days have gone by since your purchase arrived, unfortunately, we cannot offer a refund or exchange.

  2. Condition of Items
    To be eligible for a return, your item must be unused, in the same condition in which you received it, and in its original packaging (if applicable). Items that show signs of wear, damage, or alteration (unless damaged during transit) may not be eligible for a full refund.

  3. Non-Returnable Items
    Certain types of items may be exempt from returns, such as:

    • Perishable goods (e.g., food, flowers, or similar)
    • Downloadable software products, digital content, or gift cards
    • Custom or personalized items (unless defective or damaged)
    • Health and personal care items (due to hygiene reasons, unless sealed and unused)

  4. Proof of Purchase
    Please ensure you provide valid proof of purchase (e.g., order number, email confirmation, receipt) when initiating a return.

2. How to Initiate a Return

  1. Contact Us
    Please email us at info@heisenblue.com with:

    • Your order number
    • The item(s) you wish to return
    • The reason for the return
    • Any supporting photos or documentation if the item is damaged or defective

  2. Return Authorization
    Once your return request is approved, we will provide you with return instructions, including the return shipping address (if different from the one on the original label). Please do not send your items back without contacting us first.

  3. Shipping

    • You will be responsible for paying your own shipping costs for returning the item(s) unless the item arrived damaged or defective, in which case we may provide a return shipping label at no additional cost.
    • We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee we will receive your returned item without a tracking number.

3. Refunds

  1. Inspection
    Once we receive your returned item(s), we will inspect them and notify you via email that we have received your return. We will also let you know whether your refund is approved or rejected.

  2. Processing Time
    If approved, your refund will be processed within 5-7 business days, and a credit will automatically be applied to your original method of payment. Depending on your card issuer or bank, it may take additional time for the credit to post to your account.

  3. Partial Refunds
    In some situations, only partial refunds may be granted (e.g., if the item shows obvious signs of use, damage, or if any parts/accessories are missing).

  4. Late or Missing Refunds
    If you haven’t received a refund yet:

    • Check your bank or credit card statement again to ensure it hasn’t posted.
    • Contact your credit card company or bank, as there may be processing delays before the refund is officially posted.
    • If you’ve done all of the above and still have not received your refund, please contact us at info@heisenblue.com.

4. Exchanges

  • We only replace items if they are defective, damaged during shipping, or you received the wrong item. If you need to exchange it for the same item or a similar item of equal value, email us at info@heisenblue.com with your order details and the reason for the exchange.

5. Sale & Promotional Items

  • Only regular-priced items may be refunded in full. Items purchased on sale or through special promotions may be ineligible or may only be refunded at the sale price. We will clearly indicate which items are considered “final sale” in the product description.

6. Damaged or Defective Items

  • If you received an item that was damaged in transit or found to be defective upon arrival, please contact us within 48 hours of receiving your order. We will work with you to arrange a replacement or a full refund, depending on product availability and your preference.