Refund policy
RETURN AND REFUND POLICY
How To Request A Return Or Refund
If you believe your product is eligible for return or refund, please contact us within 14 days of receiving your order, in accordance with European consumer protection laws.
Contact us at : he.iz.contactmail@gmail.com
Include the following in your request :
- Order Number
- Clear description of the issue
- Photos of the defective or incorrect item(s)
We will review your request and provide a solution ( replacement, partial refund, full refund ... ) depending on the issue.
We strive to provide high-quality products and a smooth customer experience. However, as our products are made individually for each customer, returns are only accepted under specific conditions outlined below.
Eligible Returns
We accept returns or issue refunds only in the following cases :
- The item received is Defective ( printing error, damaged product, manufacturing flaw ... )
- The item received is not the item ordered ( wrong product, size, colour, or design )
Return Shipping
If your return is accepted, we will provide instructions.
In most cases, you will not be required to return the item, especially for defective or incorrect orders.
If a return is required, shipping costs may be covered depending on the situation.
Refunds
Approved Refunds will be processed back to your original payment method.
It lay take 5-10 business days for the amount to appear on your statement, depending on your bank.
No Returns For Personalized Products
All items are made to order and customised based on customer selection. For this reason, we do not accept returns or exchanges if the customer change their mind, chooses the wrong size, colour or design.
This policy complies with Article L221-28 of the French Consumer Code, which excludes the right of withdrawal for personalized products.
We do not offer refunds in the following cases :
- Customer ordered the wrong size, colour or design
- Customer changed their mind after ordering
- Shipping delays caused by carrier or customs
- Minor variations in colour, size, or placement due to manufacturing process ( in this specific case, contact us by mail at he.iz.contactmail@gmail.com )
Questions
If you have any questions about returns or refunds, feel free to contact us at : he.iz.contactmail@gmail.com
If you have a specific case or exceptional situation not addressed in this policy, please contact us by email. We will review your request individually.