Last updated: May 25, 2026
1. 30-Day Money-Back Guarantee
We stand behind the quality of our products. If you’re not completely satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund — no questions asked.
2. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The item was purchased within the last 30 days
- The item is unused and in its original packaging
- All original accessories, manuals, and documentation are included
- Proof of purchase (order confirmation or receipt) is provided
3. Items Not Eligible for Return
The following items cannot be returned:
- Items damaged by misuse, improper installation, or normal wear and tear
- Items that have been modified or altered
- Items purchased from unauthorized resellers
- Items returned after the 30-day window
4. How to Initiate a Return
To start a return, please follow these steps:
- Contact Us: Email our customer support team at [email protected] with your order number and reason for return.
- Receive Return Instructions: We will provide you with a return authorization number and shipping instructions.
- Ship the Item: Pack the item securely and ship it to the address provided. Please retain your tracking number.
- Inspection: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
5. Refund Processing
- Approved refunds will be processed to your original payment method.
- Refunds are typically processed within 5–10 business days of receiving the returned item.
- Shipping costs for returns are the responsibility of the customer unless the item is defective or incorrect.
- If you do not see your refund reflected after 10 business days, please contact us at contact@heoxo.com.
6. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us immediately at contact@heoxo.com. We will:
- Provide a prepaid return shipping label
- Arrange for a replacement item to be shipped at no additional cost
- Issue a full refund if a replacement is not available
7. Exchanges
We do not offer direct exchanges. If you need a different item, please return your original purchase for a refund and place a new order.
8. Sale Items
Items purchased at a discounted or sale price are still eligible for a full refund under our 30-day return policy.
9. International Returns
For customers outside the shipping origin country, please note:
- Return shipping costs are the responsibility of the customer
- Customs duties and taxes are non-refundable
- Refunds will be issued in the original currency of purchase
10. Cancellations
Orders can be cancelled within 24 hours of placement for a full refund. After 24 hours, orders may have already been processed for shipping, and cancellation may no longer be possible.
11. Contact Us
If you have any questions about our refund and returns policy, please reach out to us:
Email: [email protected]
Response Time: We typically respond within 24 hours (Monday – Friday, 9:00 AM – 6:00 PM EST)