Refund policy

By placing an order through Hesen you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to (Hong Kong) country.

A. 30 DAY RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

B. RETURN PROCESS

To start a return, you can contact us at service@hesenint.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

C. DAMAGED AND WRONG PRODUCTS OR ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
To return your product, you should contact our mail.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.

D. EXCHANGES

We only exchange products that are damaged, wrong product, wrong size or defective. If you need to exchange an item please contact us at service@hesenint.com.

E. RETURN SHIPPING FEE

If the package is damaged, wrongly delivered, or defective, the fee generated in this process will be borne by us Hesen. Otherwise, the fee should be borne by the customers.

F. REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

G. Working Hours

Our working hours are listed below and all emails will be answered during these hours. At the same time, the refund operation is not carried out during non-working hours. Please wait for the email reply from the customer service team for details. Thank you.

H. Warranty Period

Our standard warranty period is six months from the date of purchase. During this period, we will cover any defects in material or workmanship. For details on how to request warranty service, please contact our customer service team. Please note that the warranty does not cover damage resulting from misuse or unauthorized modifications. Thank you for your understanding and cooperation.

Working Hours:

Monday to Friday: 9:30 am - 5 pm
Saturday and Sundays: Closed
Bank Holiday: Closed

Email: service@hesenint.com