Refund policy
Return Shipping
Currently, heusom.com does not offer prepaid shipping labels for returns. To receive a refund under any circumstances described herein, customers are responsible for purchasing their own return shipping label. We do not cover or reimburse return shipping costs.
Restocking Fee:
A $5 USD restocking and processing fee applies to every approved return. This fee will be automatically deducted from the customer's total refund amount once the returned item has been received and inspected.
The restocking fee is intended to cover the administrative, handling, inspection, and inventory processing costs associated with returned merchandise. This fee is separate from return shipping costs, which remain the customer's responsibility.
Lack of Desired Effects
We offer a 60-day return policy, allowing you to request a return within 60 days after receiving your item.
To be eligible for a return, the item must be in good condition, including being intact and functional, with no damage evident.
If you find that the item does not meet your expectations:
- You may return the used item for a refund. To initiate the return process, please send us a video showing that the item is intact and in working condition.
- Contact our customer support team at help@heusom.com to start the return process. They will provide further instructions, including where to send the return package.
- Customers are responsible for all return shipping costs.
- A $5 USD restocking fee will be deducted from the approved refund amount for each return.
- Refunds will only be processed after the returned package has been delivered, received, and inspected to confirm that it meets our return eligibility requirements.
Please note: Returns sent without prior authorization or sufficient evidence of the item's condition may not be accepted. The $5 USD restocking fee applies to all approved returns, except where prohibited by applicable law.
Ordered Incorrect Item or Additional Unneeded Item
If you have ordered the wrong item or an additional item you no longer need, please contact our customer service team as soon as possible.
Cancellation Requests
Customers may request cancellation of an order shortly after purchase, provided the order has not yet been shipped. Cancellation requests are subject to review and are not guaranteed once an order has entered processing.
A $5 USD cancellation fee may be deducted from the refund for eligible cancellation requests. This fee is intended to cover costs associated with order processing, cancellation, and inventory restocking.
Once an order has been shipped or dispatched, it cannot be canceled and will be subject to our standard return policy.
Items Missing from Order
Immediate Action Required: If you discover any items missing from your package, please contact us immediately via email at help@heusom.com, providing your order number and details of the missing item(s). Our customer service team will promptly address the issue by offering a replacement for the missing item(s). We guarantee resolution within 24 hours following verification of your claim. Requests for missing items must be submitted within 7 days from the order delivery date.
Incorrect Address and Delivered Package
Address Verification: We rely on the accuracy of the address provided at checkout and cannot verify or alter it after purchase. If a package is delivered to an incorrect address due to customer error, we are here to assist. Our customer service can facilitate the placement of a new order at a reduced price to mitigate your loss. However, it is the customer’s responsibility to provide current shipping information. Extra charges will apply in such cases.
Damages and issues
If you have received a damaged item, please contact our customer service immediately. You can reach us promptly via email at help@heusom.com, providing your order number and the name of the damaged item. Our customer service team will swiftly address the issue by offering a replacement for the damaged item(s). We guarantee resolution within 24 hours following verification of your claim. All requests for damaged items must be submitted within 7 days from the order delivery date.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refusal of Package
If a customer chooses to refuse delivery of their package, a $5 USD refusal and processing fee will be deducted from the applicable refund amount.
This fee covers the administrative, handling, and processing costs associated with refused shipments. Refunds for refused packages will only be processed once the package has been returned back to the carrier's hub.
Please note: The $5 USD refusal and processing fee applies to all voluntarily refused packages, except where prohibited by applicable law.
Prepaid Shipping Labels
At this time, heusom.com does not offer prepaid shipping labels for returns.
Return Address (after authorization):
To return, purchase a shipping label and send your package to our return address at: 700 Main Street, Bangor, Maine, 04401, United States of America
Refund Options:
Refund options include refunding to the original payment method or providing store credit, if applicable.
Refund Notification and Processing Details
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@heusom.com.