Return & Refund Policy

At HEITZ, we want you to feel completely confident when shopping with us. This policy outlines your rights, how returns work, and how we handle refunds — in a clear and transparent way.

1. 30-Day Returns Policy

We offer a 30-day return window, meaning you can request a return within 30 days of receiving your order.

To be eligible for a return, items must be:

  • Unused and in original condition
  • Returned with original packaging, accessories, and documentation

2. Returns & Refund Eligibility

Change of Mind

  • Return requests must be made within 30 days of delivery
  • Item must be unused and in original condition
  • Return shipping costs are the responsibility of the customer
  • Original shipping costs are non-refundable
  • A restocking fee of 10% of the price will be charged

Refunds are issued to the original payment method unless you request store credit.

Wrong Product Received

If you receive a product that is different from what you ordered:

  • Notify us within 30 days of delivery
  • We will cover return shipping costs or provide a prepaid return label
  • We do not charge any restocking fee
  • After inspection, you may receive a replacement or full refund

Damaged or Faulty Goods

If your goods arrive damaged or faulty:

  • Please report it as soon as possible (no later than 30 days after delivery)
  • Provide clear photos of the item and packaging

We will cover return shipping costs or provide a prepaid return label. We do not charge any restocking fee. After review, you will receive a replacement or full refund.

1-Year Warranty for Manufacturing Defects

All products come with a 1-year warranty covering manufacturing defects from the date your order is delivered.

This warranty applies to faults caused by the manufacturing process, materials, or workmanship under normal use. If you believe your product has a manufacturing defect, please contact us at support@heitz.shop with your order number and clear photos or videos showing the issue.

After review, how we resolve an approved claim depends on timing. Within the first 30 days of delivery, your claim is handled under our standard returns process, which may include a replacement, store credit, or refund where applicable. After 30 days, and up to 12 months from delivery, we will provide a replacement part or an identical item.

This warranty does not cover damage caused by incorrect installation, misuse, accidental damage, normal wear and tear, modifications, improper cleaning, power surges, or repairs carried out by an unauthorised third party. To get more details head over the our warranty page. 

Item Never Arrived

If your order does not arrive:

  • Submit a claim at least 14 business days after the expected delivery date
  • We will investigate with the courier

If confirmed lost, you may choose a replacement or full refund.

Order Cancellation

Need to cancel? No problem — just contact us in time. As long as your order hasn't shipped, we'll cancel it and refund you in full. Once your parcel is on its way, cancellation is no longer possible, so please reach out to our customer support team as soon as you can.

3. How to Request a Return or Refund

To request a return or refund, email support@heitz.shop with:

  • Your order number
  • Reason for the request
  • Photos or videos (if applicable)

Our support team will review your request and provide return instructions if eligible.

All returns must be sent using a trackable shipping service.

4. Return Address

The return address will be provided by our support team once your return request is approved.

5. Refund Processing

Once your return is received and inspected, or a delivery issue is resolved:

  • Refunds are processed within 14 days of receiving the returned item or proof of return
  • Refunds are issued to the original payment method unless store credit is requested

Store credit may be issued as a gift card or discount code.

6. Non-Returnable Items

The following items are not eligible for return:

  • Gift cards
  • Items damaged or altered by the customer

7. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original purchase for a refund or store credit and place a new order.

8. Contact

For any questions regarding returns or refunds, contact us at:

Business Name: HEITZ LLC
Business Address: 30 N Gould St. Ste R
Sheridan, Wyoming, 82801
USA
Email: support@heitz.shop
Phone: +1 (917) 341-2265
Opening hours: Monday to Friday, 09:00-17:00 (EST)
Response time: 12-24 hours