Refund and Return Policy for Heaternovalux

Effective Date: December 9, 2024

At Heaternovalux, your satisfaction is our priority. We understand that sometimes a purchase may not meet your expectations. To ensure you have a positive experience with us, we offer a comprehensive refund and return policy. Please review the terms below to understand the process for returning products or requesting a refund.

1. Return Eligibility

We accept returns for most items within 30 days from the date of delivery. To ensure your return request is processed promptly, please ensure that the following conditions are met:

  • Condition of Items: The product must be in new, unused, and undamaged condition. It should be returned in its original packaging, along with any accessories, manuals, or promotional items that were included. We cannot accept returns for items that have been used, worn, or altered.

  • Proof of Purchase: To initiate a return, you will need to provide a valid proof of purchase, such as an order confirmation email or receipt. This is essential for processing the return and issuing your refund.

  • Non-Returnable Items: Some items are excluded from our return policy. These include, but are not limited to:

    • Personalized or custom-made products
    • Gift cards or promotional codes
    • Sale, clearance, or final sale items
    • Items that have been opened, used, or damaged (unless defective)

If you are unsure whether an item is eligible for return, please contact our customer support team for clarification.

2. How to Return an Item

If your item meets the return eligibility requirements, follow these steps to initiate the return:

  1. Contact Us: Reach out to our customer service team via email at info@heaternovalux.net or use our website contact form to initiate the return process. Be sure to include your order number, the item(s) you wish to return, and a brief description of why you are returning the product.

  2. Return Authorization: After receiving your return request, we will provide you with a Return Authorization Number (RA Number), which must be included in your return package to process your return.

  3. Shipping Instructions: We will also provide detailed instructions on how to return the product, including the return shipping address. Please ensure that the returned item is securely packed to prevent damage during transit.

  4. Return Shipping Costs: Return shipping costs are the responsibility of the customer unless the item is defective or damaged upon arrival. We recommend using a trackable shipping service or purchasing shipping insurance for returns.

3. Refunds

Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, your refund will be processed within 7-10 business days. Please note the following details regarding refunds:

  • Refund Method: Refunds will be issued to the original payment method used during the purchase. If you paid by credit card, the refund will be credited to your credit card account. If you paid via PayPal, the refund will be sent to your PayPal account.

  • Processing Fees: If you received a free gift or promotion with your order and are returning the item, the total value of the promotion or gift may be deducted from your refund. Also, shipping fees are non-refundable unless the return is due to a defective or incorrect item.

4. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact our customer service team immediately. We will arrange for a replacement or refund, as well as cover the cost of return shipping. To help us resolve your issue quickly, please provide:

  • Clear photos of the damaged or defective item
  • A description of the issue
  • Your order number

5. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange an item for a different size, color, or model, we recommend returning the original item for a refund and placing a new order.

6. Changes to the Refund and Return Policy

Heaternovalux reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be posted on this page with the updated Effective Date. It is your responsibility to review this policy periodically.

7. Contact Information

If you have any questions or concerns regarding our Refund and Return Policy, please do not hesitate to contact our customer support team. We are here to help!