Refund & Return Policy – Hea Eyes™
  • NEW: YOU CAN BUY NOW AND PAY LATER WITH KLARNA
  • NEW: YOU CAN BUY NOW AND PAY LATER WITH KLARNA

Refund & Return Policy

Returns: 

 

If you’re looking to return or exchange your order for whatever reason, we're here to help! 

 

You can read about our 90-day Money-Back Guarantee policy here

 

The money-back-guarantee is applicable if the product is in perfect working conditions with the same state and packaging as received. The customer would have to provide a video as proof of the product’s problem at hand.

Please note: The customer takes full responsibility for the return fees unless the product has arrived damaged or non-functioning.

The customer is liable to pay the return fees. we will take full responsibility in case of receiving a damaged or non-functioning product.  

NOTE: For returns or damaged goods, or unsatisfied purchases, we will request a video with the following details:

  1. Show us the product is fully charged and unplugged.
  2. Show the problem in detail.

 

However, this does not apply to all purchases.

Our non-returnable items: 

- Neck massager HeaNeck

- Lifetime-warranty 

 

Refunds (if applicable) 

Once the video is received and examined, we will send you an email to confirm the receipt of the video. We will also notify you whether the refund is approved or rejected. 

In case of approval, the refund will be processed, and a credit will be automatically applied to your credit card or original method of payment, within 2 - 7 business days. 

 

Discount items (if applicable) 

Only regular-priced items may be refunded, unfortunately, discounted items cannot be refunded. 

 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. 

 For any other exchange reasons, Feel free to send us an email at  hello@heaeyes.com after that, we will be expecting the return of the first device and the customer will be accountable for the return fees. 

 

Shipping 

To return your product, you should email our customer support at hello@theaeyes.com first before doing anything else. Please do not ship your item until we provide you with the details.

 

In the situation of a  package being delivered to the wrong address provided by the customer when placing the order, we will not be held accountable for this and we will not provide a refund. 

We send an email of confirmation inviting the customer to review the shipping address after every purchase.

 

When a package is shipped and in transit, we cannot make changes to the shipping address, and we will not be able to offer a refund. We urge our dear customers to Please check the confirmation email sent immediately after placing the order. If the email had not been received, please contact support right away. Please NOTE: We process orders within 2-3 days, so contact us for changes immediately.

In the situation where the package appears delivered, and yet it is not received, contact our customer support AND DHL on +1-800-225-5345 immediately and they should be able to help with the order.

The time needed for the exchanged product to reach its destination may vary upon the location (address) provided.