Refund policy

HECARY – RETURNS AND REFUND POLICY

1. RETURN PERIOD

At HECARY, we want to ensure your satisfaction with our products. If you're not completely satisfied with your purchase, you may request a return within 14 calendar days from the date of receipt, in accordance with EU consumer protection regulations.

2. CONDITIONS FOR RETURN

To be eligible for a return, the product must meet the following conditions:
• Be in its original condition, unused, and undamaged.
• Be returned in its original, unaltered packaging.
• Remain unopened if it is a personal care, cosmetic, or supplement product, for hygiene and safety reasons.

HECARY reserves the right to deny returns that do not meet these criteria.

3. RETURN PROCESS

To initiate a return, please email us at hello@hecary.com with the following information:
• Full name.
• Order number.
• Reason for return (e.g., defective product, wrong item, or other).

Once your request is approved, we will provide detailed instructions on how and where to send your return. Returns without prior authorization will not be accepted.

Return shipping costs will be borne by the customer unless the product is defective or the error is attributable to HECARY.

4. ORDER CANCELLATIONS

If your order has not yet been shipped, you may cancel it by emailing hello@hecary.com. Once the order has been processed and dispatched, it can no longer be cancelled, and you must proceed with a return request.

5. DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged or incorrect, notify us immediately by sending an email to hello@hecary.com with clear photos and a description of the issue. We will review the case and, if applicable, offer a replacement at no additional cost or a full refund.

6. REFUNDS

Once we receive and inspect your returned item, we will notify you whether the return has been approved. If approved, the refund will be processed within 10 business days using the same payment method used for the purchase.
Please note that processing times may vary depending on your bank or payment provider.

7. EXCEPTIONS

Returns will not be accepted in the following cases:
• Opened, used, or unboxed products.
• Sale or discounted items (unless defective).
• Personalized or made-to-order products.

If you have any questions about our returns policy, please contact us at hello@hecary.com.