Refund policy

At HEIN GLOBAL LIMITED, customer satisfaction is our top priority. Please read our Return & Refund Policy carefully before placing an order. By purchasing from our store, you agree to the terms outlined below. This policy applies to all orders within the United Kingdom only.

1. 30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return under our voluntary 30-day return policy:

  • Items should be unused, unworn, and unwashed where reasonably possible
  • Products should be returned in their original packaging where reasonably possible
  • Proof of purchase (order number or receipt) is required

Items should be returned in a condition that allows us to determine their nature, characteristics, and functionality. We may make a reasonable deduction from a refund where the value of the goods has been diminished by handling beyond what is reasonably necessary to inspect the goods.

Nothing in this policy affects your statutory consumer rights.

2. How to Start a Return

To initiate a return, please contact our support team at support@heinglobal.shop

Once your return request is approved, we will send you:

  • Return instructions
  • A return shipping label

Return shipping is free for eligible returns under this policy.

Return Address: 16 Carpathia Drive, Southampton, United Kingdom, SO14 3GU

Please contact us before sending your return so that we can provide the correct return instructions and ensure your return is processed correctly.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If you receive:

  • A damaged item
  • A defective product
  • An incorrect item or product

please contact us at support@heinglobal.shop with your order number, a description of the issue, and photographs where applicable.

We will review the issue and provide an appropriate solution as quickly as possible.

You will not lose your statutory consumer rights because you do not contact us within a specific period.

4. Exchanges

We offer exchanges where appropriate for:

  • Damaged or defective items
  • Incorrect items received
  • Other eligible product issues

Exchanges are subject to product availability. If the requested replacement is unavailable, we will discuss an appropriate alternative or refund with you.

Your statutory consumer rights remain unaffected.

5. No Restocking Fees

HEIN GLOBAL LIMITED does not charge any restocking fees.

You will not be charged a restocking fee for returning an eligible item.

6. Refund Process

Once we receive and inspect your return, we will notify you of the refund status.

If approved:

  • Refunds are issued to the original payment method
  • We aim to process approved refunds within 5–7 business days
  • Your bank or payment provider may take additional time to make the funds available in your account

Where you exercise a statutory right to cancel an online purchase, refunds will be handled in accordance with applicable UK consumer law.

Please note that your bank or payment provider may take additional time to post the refund.

7. Discounts & Promotions

Refunds will be based on the amount actually paid for the returned item.

Discounts and promotional offers cannot be applied retroactively after an order has been placed.

Where a promotional offer was applied to an order, any refund will take the applicable discount into account.

Customer Support

For any inquiries or assistance:

Address: 16 Carpathia Drive, Southampton, United Kingdom, SO14 3GU

Email: support@heinglobal.shop

Phone: +44 7781781359

Our team is available to provide support and ensure a smooth shopping experience.