Return

Time Limits

Customers can request a return within 14 days of receiving the product. Returns will not be accepted after this time. If the product has a quality issue, customer can request a return within 30 days of receiving the product.

Actions Required

Customers need to contact our customer service email ( service@heynemo.com ) before returning the product and provide the following information: order number, product name, reason for return, photos if there is any damage. Customer service will confirm the return request via email.

 

Shipping Address

Once the return request is confirmed by customer service, we’ll send you a return shipping label. If customers ship the product by yourself, customer will need to cover the shipping fee. 

Return Fees and Shipping Costs

If the reason for the return is a quality issue, we will cover the return shipping fee. If the reason for the return is not a quality issue, the customer is responsible for the return shipping fee. There are no additional return fees during the return process.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 working days of receiving the returned product. Please remember it can take some time for your bank or credit card company to process and post the refund too. The specific timing will depend on the bank's processing time, typically taking 3-5 business days.

You can always contact us for any return question at service@heynemo.com.