Free Return & Refund 14 Days

By placing an order with Hesedine, you acknowledge that you have read and accepted the following return, refund, and cancellation policies.

Returns

We accept return requests for items that arrive damaged, defective, or incorrect due to an error on our end. Please contact our customer support team within 15 days of delivery, with your order number and proof of purchase.

We do not accept returns solely due to a change of mind if the item matches your order and functions as described.

Return Conditions 
- Please contact us before returning any item. Our support team will provide instructions and the correct return address.
- Do not send returns to the sender’s address printed on your package.
- Unless the item arrived damaged or defective, approved returns must be unused, unassembled, unmodified, and complete with their original packaging, parts, and accessories.
- For craft kits, please keep all remaining materials and components while your request is being reviewed.
- Only include Hesedine items covered by your approved return request.
- Return shipping costs are the customer’s responsibility unless otherwise confirmed by our support team.

Personalized or custom-made items and gift cards are not eligible for change-of-mind returns. If a personalized item arrives damaged, defective, or incorrect, please contact us for assistance.

Damaged, Incorrect, or Missing Items

Please inspect your order upon arrival and report any damage, defects, incorrect items, or missing components within 15 days of delivery.

To help us resolve your request, please provide: 
- Your order number or proof of purchase.
- Clear photos of the item and the issue.
- Photos of the packaging and shipping label.
- For missing items or components, a photo showing everything received.
- An unboxing video, if available.

Please retain the item, packaging, and shipping label until your request has been resolved.

Once the issue is confirmed, we will arrange an appropriate replacement or refund. For confirmed defective or damaged items, a return is generally not required unless our support team advises otherwise.

Coverage does not include damage caused by accidents, improper assembly or care, misuse, normal wear and tear, unauthorized modifications, or exposure to conditions outside the product’s stated intended use.

Refunds

Please contact our customer support team if you are dissatisfied with your order. We will review your request and explain the available options under this policy.

If a return is required, we will notify you once it has been received and inspected, and confirm whether your refund has been approved.

Depending on the issue, an approved refund may cover part or all of the item price, shipping charge, or order value. The amount will be confirmed by our support team.

Lost Packages

If your package appears to be lost in transit, please contact our customer support team so we can investigate with the carrier.

Once the loss is confirmed, we can arrange a replacement. If you prefer a refund, a 15-day waiting period will apply from the date you report the package as lost, in case it is located and delivered.

We may request official tracking information or confirmation from your local post office to support the investigation.

Undeliverable or Disposed Packages

If the post office disposes of your package despite a valid and correct delivery address, please contact us so we can review the case and arrange a replacement.

We do not provide replacements, refunds, or credits for delivery failures caused by an incorrect or incomplete address supplied at checkout, the recipient moving, or the recipient being unreachable.

Please check your shipping details carefully before placing your order.

Order Cancellations

Cancellation requests must be submitted within 6 hours of placing your order. 
- Within the first hour: Eligible cancellations receive a 100% refund of the order value, excluding any voluntary tip.
- After the first hour and within 6 hours: Eligible cancellations receive a 70% refund of the order value, excluding any voluntary tip. A 30% management, processing, and transaction fee applies.

Orders cannot be cancelled or modified once they have reached an advanced stage of preparation, even within the 6-hour window.

Replacements and Exchanges

We only offer replacements or exchanges for items that arrive defective, damaged, or incorrect. Please contact our customer support team within 15 days of delivery before sending anything back.

This policy does not limit any consumer rights that apply under local law.