Refund policy

Return and Exchange policy

Thank you for shopping with HEIMA. We understand that sometimes items may not meet your expectations or may require a change due to unforeseen circumstances. Therefore, we have created a comprehensive policy to ensure customer satisfaction. Please note that all products are non-refundable.

Applied toin-store/ online purchase:

1. HEIMA providesa 7-day product exchange service (only applicable for exchanging the same brand and product for a different color). Customer could first contact our customer service. Upon receiving notification, you can visit our Kwun Tong store for an exchange within 7 days from the date of in-store purchase/ 7 days from the delivery date for online orders.

Products returned must be in original conditions, with all tags attached, andreturned in the original undamaged box and/or packaging.  

Please note that no exchange is available for the following conditions:

(a)   Original seal sticker or any outer packaging has been opened or removed；

(b)   Products inspected and found to be worn, altered, washed or damage；

(c)   For hygienic reasons, products under the following brands cannot be returned or exchanged: Grace and Green, Jonny, Lubets, Pacha, Smile Makers, Yoku；

(d)   Products under the following brands are also excluded from the exchange policy:Crash Baggage, Monocozzi, Rimowa.

2. If alternative colours of the returned product is out of stock, customers may choose to exchange it for another item. If the price of the new item is lower than the original, no price difference will be refunded. Customers may also pay the price difference to exchange for a higher priced product.

3. For any further inquiry, please do not hesitate to call/whatsapp us(+852 61100043/ +852 55458746) or email us via info@heima.com.hk

4. Under any circumstances, HEIMA reserves the right of final decision.

Thank you for choosing HEIMA.