Returns & Exchanges

Return / Exchange Policy

To initiate a return or exchange, please contact service@hevelora.com and provide your order number, the reason for return, and photos or videos of the item you want to return. Our customer service team will guide you through the return process step by step. All returns and exchanges are subject to evaluation by HEVELORA.

We offer a 60-day return window from the date your order is delivered. Returns requested after 60 days from the delivery date may not be accepted.

Please Note

For safety and hygiene reasons, HEVELORA currently does not offer free return or exchange services for reasons other than product quality issues. For approved non-product-quality-related returns, customers are responsible for both the original shipping cost and the return shipping cost. A restocking and inspection fee of 10%–20% may also apply depending on the order status and the condition of the returned item.

Imposed Fee for Return Criteria

To ensure fair processing, inspection, handling, repackaging, and responsible evaluation of returned items, we may need to apply a return fee. This fee includes applicable return shipping costs and a restocking fee, and the final amount may vary based on the order status and the condition of the returned item(s).

Status of the order/item(s) Restocking Fee Rate Shipping Fee
Package(s) canceled in transit after the order has already been shipped. 10% of the total original order value. Original shipping cost and return shipping cost are the customer’s responsibility. The amount may vary depending on the logistics service provider and transportation distance.
Package(s) that have not been opened and still include fully intact, undamaged original packaging, accessories, manuals, and all included items. 10% of the total original order value. Original shipping cost and return shipping cost are the customer’s responsibility. If your order qualified for free shipping, the actual outbound shipping cost originally covered by us may be deducted from your refund.
The package(s) have been opened, or the product(s) have been used, but the product and all contents are returned undamaged. 20% of the total original order value. Original shipping cost and return shipping cost are the customer’s responsibility. If we provide a prepaid return label, the return shipping cost may also be deducted from your refund.

Order Cancellation Policy

Order cancellation is only applicable to orders that have not yet been shipped.

For order cancellations due to personal reasons, a 5% cancellation fee may be charged to cover payment processing and handling costs. If the order has already been shipped, it will be handled according to our return policy.

Defective Products Policy

HEVELORA products are inspected before shipment to ensure product quality. However, in rare cases, products may be damaged during transportation or arrive with a manufacturing issue.

If you receive a damaged, defective, or incorrect item, please contact us immediately at service@hevelora.com with your order number, clear photos or videos of the issue, and a brief description of the problem. Once confirmed by our team, we will arrange a suitable solution, such as a replacement, repair, or refund.

The restocking fee and shipping deductions do not apply if the item is confirmed to be defective, damaged upon arrival, incorrect, or if the issue was caused by our error.

Requirements for Return & Exchange

When you initiate a return or exchange successfully by contacting HEVELORA customer service, please make sure that the following conditions are met:

  1. All returned items must be in resellable condition, unless the return is due to a confirmed product quality issue.
  2. Items must be returned with their original packaging, accessories, manuals, charging cables, and all included items.
  3. Items must not be damaged, washed, altered, misused, or intentionally broken.
  4. Customized items cannot be returned unless there is a confirmed product quality issue.
  5. Returns must be sent back to the return address provided by our customer service team. Please do not send the item back without prior approval.
  6. Customers must provide a valid return tracking number after shipping the package back.
  7. No refunds or exchanges will be issued for free gifts, promotional gifts, or complimentary accessories unless they are part of a confirmed product quality issue.

Please note that these guidelines apply to all return and exchange processes except for returns related to confirmed defective products.

Non-Acceptable Return Conditions

  1. Any product not purchased directly from the official HEVELORA website.
  2. Products returned without prior approval from HEVELORA customer service.
  3. Products with missing accessories, manuals, charging cables, original packaging, or other included items.
  4. Products showing signs of misuse, intentional damage, heavy wear, stains, scratches, odors, liquid damage, or improper handling.
  5. Opened or used wearable body-care products may not be eligible for return for hygiene and safety reasons, unless the item is defective, damaged, incorrect, or the issue was caused by our error.
  6. Return requests made more than 60 days after the order delivery date.

About The Return Process

  • Step 1: Contact our customer service team at service@hevelora.com and provide your order number, reason for return, and photos or videos of the item.
  • Step 2: Our customer service team will review your request. If your return request is approved, we will provide return instructions and the return address.
  • Step 3: Pack the item securely in its original packaging, including all accessories and included items.
  • Step 4: Ship the package back using a trackable shipping service.
  • Step 5: Send the return tracking number to our customer service email.
  • Step 6: Once we receive and inspect the returned item, we will notify you whether your refund or exchange has been approved.

Refund Time

Once your return has been received and inspected, we will notify you whether the refund has been approved. If approved, your refund will be issued to your original payment method, minus any applicable original shipping cost, return shipping cost, and restocking fee.

Please allow 7–14 business days for your return to be processed after the package reaches our return facility. After the refund has been issued, it may take additional time for the refund to appear on your bank or card statement, depending on your payment provider.

If your return does not meet the conditions listed above, the package may be sent back to you at your own expense. If your return is rejected after inspection, our customer service team will contact you with further details.

Customer Service

Email: service@hevelora.com

We strive to respond to customer inquiries within 24–48 hours on business days.