1. Introduction

At HeillCrase, we're committed to ensuring your satisfaction with our products. We understand that sometimes a return or refund may be necessary. This Refund Policy outlines the conditions, timeframes, and procedures for returns and refunds.

Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms of this Refund Policy.

2. Standard Products vs. Customized Products

Our refund policy differentiates between standard products and customized products:

2.1 Standard Products

Standard products are pre-designed items that have not been personalized or customized in any way. These products are eligible for returns and refunds as outlined in this policy.

2.2 Customized Products

Customized products are items that have been personalized with your designs, text, images, or specifications. Due to their unique nature, customized products have different return eligibility as detailed in Section 4 of this policy.

3. Return Eligibility

You may be eligible for a return and refund if:

• You received an item that is defective or damaged upon delivery
• You received an incorrect item (different from what you ordered)
• The product does not match its description on our website in a material way
• For standard (non-customized) products, you've changed your mind within 14 days of receiving the product

To be eligible for a return, the item must be in its original condition, unused, and in the original packaging (when applicable).

4. Customized Products Special Considerations

Due to the personalized nature of custom products, we have specific policies for these items:

• Customized products cannot be returned or refunded simply because you've changed your mind or made a design choice you no longer prefer
• Customized products are eligible for refunds or replacements only if they:
• Are defective or damaged upon arrival
• Differ materially from your approved design (color variations within normal printing tolerances are not considered material differences)
• Have manufacturing errors or quality issues not related to the design

Before production, we provide digital proofs for review. It is your responsibility to carefully review these proofs, as the final product will be created based on your approval. Once you approve a design, we cannot accept returns due to design preferences.

5. Timeframes

5.1 Return Request Period

To be eligible for a return and refund, you must contact us within:

• Standard Products: 14 days of receiving your order
• Defective or Damaged Products (including customized items): 7 days of receiving your order
• Incorrect Items: 7 days of receiving your order

5.2 Return Shipping Period

Once your return request is approved, you must ship the item back to us within 14 days of receiving return authorization.

5.3 Refund Processing Time

Once we receive and inspect the returned item, we will process your refund within 7 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

• Credit/Debit Cards: 5-10 business days
• PayPal: 1-3 business days
• Bank Transfers: 3-7 business days

6. Return Procedure

To initiate a return and request a refund:

1. Contact Customer Service: Email us at returns@heillcrase.com or call +44 (0) 296 329 1256 with your order number and reason for return
2. Receive Return Authorization: We'll review your request and, if approved, provide you with a Return Authorization Number (RA#) and return instructions
3. Package the Item: Securely package the item in its original packaging if possible
4. Include Documentation: Include your RA# and a copy of your order confirmation or receipt inside the package
5. Ship the Item: Send the package to the address provided in the return instructions
6. Tracking Information: We recommend using a trackable shipping method and keeping the tracking information for your records

Please note that items sent back without prior authorization may not be accepted for return.

7. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card payments will be refunded to the same card
• PayPal payments will be refunded to your PayPal account
• Other payment methods will be refunded as appropriate to that method

In some cases, we may offer store credit instead of a monetary refund, particularly for special promotions or when the original payment method cannot be refunded.

8. Return Shipping Costs

Return shipping costs are handled as follows:

• Defective, Damaged, or Incorrect Items: We will provide a prepaid return shipping label or reimburse your return shipping costs
• Change of Mind (Standard Products Only): You are responsible for the return shipping costs

If we provide a prepaid shipping label, we will deduct the cost of the label from your refund if the return is not due to our error or a defective product.

9. Non-Returnable Items

The following items cannot be returned or refunded:

• Items that show signs of use or wear
• Items that have been damaged after delivery due to improper handling
• Digital products or design services
• Gift cards
• Items purchased during clearance or special sales specifically marked as "final sale"
• Customized products, except in cases of defects or manufacturing errors as outlined in Section 4

10. Exchanges

We do not directly process exchanges. If you wish to exchange an item, please return it following our return procedure and place a new order for the desired item.

For defective or damaged items, we may offer to send a replacement instead of processing a refund if the same product is available.

11. Quality Guarantee

We stand behind the quality of our products. If a product develops a manufacturing defect within 30 days of purchase under normal use, we will repair or replace it at no additional cost.

This guarantee does not cover:

• Normal wear and tear
• Damage caused by accident, misuse, or improper care
• Cosmetic damage that doesn't affect functionality
• Natural fading or changes in color due to exposure to light or elements

To claim under our quality guarantee, please contact our customer service team with details of the defect and photos if possible.

12. Cancellations

Orders can be cancelled:

• Standard Products: Any time before the order has been shipped
• Customized Products: Only before production has begun (typically within 2 hours of order placement)

To cancel an order, contact our customer service team immediately with your order number.

If your order has already been shipped or production of a custom item has begun, you will need to follow our return procedure instead of requesting a cancellation.

13. Special Circumstances

We understand that exceptional circumstances may sometimes require special consideration. If you have a return or refund request that falls outside the terms of this policy, please contact our customer service team to discuss your situation.

While we cannot guarantee exceptions to our policy, we will review each case individually and strive to find a fair resolution.

14. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. Depending on your location, you may have additional rights under local consumer protection laws.

For customers in the European Union, this policy complies with the EU Consumer Rights Directive. EU customers have the right to withdraw from purchases of standard (non-customized) products within 14 days without giving any reason.

For customers in the UK, this policy complies with the Consumer Rights Act 2015.

15. Changes to This Policy

We may update this Refund Policy from time to time. The updated version will be indicated by an updated "Last Updated" date at the top of this page. We encourage you to review this policy periodically.

16. Contact Us

If you have any questions about our Refund Policy or would like to request a return, please contact us: