Exchange & Return Policy

Hieno.store shall use its best efforts to ensure that the orders are correctly fulfilled.
 
IMPORTANT:

• Customers shall be responsible for the risks and condition of the returned product until it reaches us at our distribution center. We will not be liable for any loss or damage to the product prior to receiving the product.
• Please ensure all items are wrapped securely. We recommend that you use insured registered delivery service and keep the Proof of Posting as we cannot be responsible for return parcels that fail to reach us.
• Please pack fragile returns carefully and label it "Fragile" clearly at the parcel as refunds can only be issued for items arriving back undamaged.

  

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Exchanges

We are happy to offer exchanges within 7 days from receipt of delivery/collection for all items purchased from Hieno.store if the following conditions are met:

• You will need to contact our Customer Service team at info@hieno.store with your name and order number within 7 (seven) days from receipt of delivery, and;
• The product is in sellable new condition with its original product packaging, labels and tags still attached, and;
• You are exchanging for something of same or higher value*;
• Additional or new shipping charges may apply.

 
Terms & Conditions

• Exchanges for items of lower value are possible but we will not be able to refund the balance in cash or store credit.
• Valid for one-time exchange only.
• If an exchange needs to be done, customers have to pay standard courier fee (for re-delivery).
• Customers have to bear the cost of shipping products back to our headquarters or you may process exchanges through walk-ins with prior appointment at our office.

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Returns

We are happy to offer returns for any defective or incorrectly supplied items that you have purchased from Hieno.store, if the following conditions are met:-

• You will need to contact our Customer Service team at info@hieno.store with your name and order number within 3 (three) business days from receipt of delivery for us to facilitate your return request as our team must first receive and access this request;
• Send a photo of the defect(s) within 3 (three) business days from receipt of delivery;
• Item purchased has a manufacturing defect, damaged caused by delivery or incorrectly supplied (refer to “Damaged/Defective/Incorrect Supplied Items Conditions”)
• Customers may process returns through walk-ins with prior appointment at our office.

 
Terms & Conditions

• The value of the returned product(s) will be refunded to you via a mutually agreed payment method (via Paypal, bank transfer, cheque or cash)
• Please allow a minimum of 14 business days from the date we receive your returned package for the refund to be processed.

IMPORTANT:

• Please be informed that our customer care team may contact you for additional information. A refund might take longer than 14 business days if there is a delay in reply.

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Damaged/Defective/Incorrect Supplied Items Conditions

• You should check all products you receive against your order. If the products you receive are damaged, defective or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation and inform us (by phone or e-mail only) within three (3) business days upon receipt of products.
• You must return the products to us as soon as possible within seven (7) days of your receipt of goods after informing us that the products are damaged or have been incorrectly supplied. Please note that we will not accept the return of any damaged or incorrectly supplied products where you fail to notify us of this within seven (7) days of receiving them.
• If a product that was ordered and invoiced is not included in the delivery, we shall either refund the value of that product to you or replace the product.
• A replacement will be sent to you at no additional delivery charges. 

 

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Order Cancellation Initiated by Hieno.store

Hieno.store reserves the right to cancel any order if:

• We have insufficient stock to deliver the goods you have ordered;
• One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers;
• If we do cancel your order, we will notify you by email and will refund any sum deducted by us from your credit card as soon as possible but in any event within 14 business days of your order. 

Hieno.store reserves the right to deny a refund or exchange if the product(s) does not meet the Exchange & Return Policy requirements above. Hieno.store reserves the right to make final decisions and to alter this policy at any time.