Refund policy

HOW CAN I RETURN AN ORDER?

If you wish to return an item, please contact us by email stating your order number and the reason for your return. You have 30 days from receipt of your order to make the return. Our customer service team will review the return request and send you further instructions if the return is approved. Returned items must be in their original packaging, including all accessories, manuals and documentation.

Returned items must be unused, in the same condition as we sent them to you and in the original packaging. Stains, bent cards, damaged seals or broken plastic will not be accepted. If the condition of the product returned to us is not acceptable, we reserve the right not to return or exchange it. If you wish to return or exchange an order, we will cover the shipping costs.Items that cannot be returned are items purchased from retailers, products that were purchased incorrectly and products that were damaged due to mishandling by the customer. HERESIO reserves the right to refuse any return.

WHAT SHOULD I DO IF THE PRODUCT I RECEIVED IS DAMAGED OR WRONG?

Do not worry. We will refund you the full purchase price or send you a new package. Please contact our customer service team by emailing support@heresio.com to initiate the returns process. Please include the following information: Order number Proof of purchase Video or photo of the returned product (if applicable) Full shipping address Phone number In some cases, you may be asked to include a video or photo of the defective product as proof so we can refund or replace the product.

Please do not return the product to the manufacturer. It must be sent to the following address: Aleea Hortensiei, No. 8, Bloc F, Scara D, Ap. 69, 900518 Constanta CT, Romania .

If the product to be returned has no defect and has not arrived damaged, Heresio will not be held responsible, the value of the product will be refunded later, but the customer will have to bear all shipping and handling charges to the company's head office: Aleea Hortensiei, No. 8, Bloc F, Scara D, Ap. 69, 900518 Constanta CT, Romania.

In the event that the product to be returned arrives defective, damaged or with missing parts, Heresio undertakes to refund the value of the product and to pay the shipping costs to the company's registered office: Aleea Hortensiei, No. 8, Bloc F, Scara D, Ap. 69, 900518 Constanta CT, Romania.

HOW LONG DOES THIS PROCESS TAKE?

Returns can take up to 14 working days to process from the day we receive your return. We will send you a confirmation email once your return has been processed. A full refund will be credited for returned items. For non-defective items, the refund excludes all shipping and handling charges.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be made using the same payment method that was used to place the order. Once we receive your order, it will be checked by our quality team to ensure it is in its original condition.