Refund policy

 

HEBA BOUTIQUE — RETURN & STORE CREDIT POLICY

By placing an order with Heba Boutique, customers acknowledge that they have read, understood, and agreed to this Return & Store Credit Policy.

The English version of this policy shall be considered the official and governing version in case of any discrepancy or difference between translations.

1. Return Request Window & Shipping Deadline

For items eligible for return:

7-Day Return Period: A return request must be submitted through the customer’s online account, and the item must be physically handed over to a reliable, trackable shipping carrier, within seven (7) calendar days from the date of delivery.

Return Shipping Costs: For discretionary returns, return shipping costs are the customer’s responsibility. Heba Boutique does not provide prepaid return labels for discretionary returns.

Tracking Required: Customers must use a reliable, trackable shipping service and email the active tracking number to Heba Boutique within the same seven (7) calendar-day return period.

Deadline Verification: Compliance with the return shipping deadline is determined by the carrier’s first acceptance scan, not by the date a shipping label was created.

Late Returns: If the return request is not submitted, the item is not handed over to the shipping carrier, or a valid tracking number is not provided within seven (7) calendar days from the original delivery date, the return request may be declined.

Once the return package has been accepted by the carrier within the required seven-day period, ordinary carrier delays occurring afterward during return transit will not, by themselves, make the return late.

2. Return Eligibility Conditions

To qualify for an approved discretionary return, all of the following conditions must be met:

  • The item must be unworn, unused, unwashed, unaltered, and undamaged.
  • The item must be in its original condition.
  • Any original tags, labels, accessories, or original packaging supplied with the item at the time of delivery must be returned with it, where applicable.
  • The item must be properly folded and securely packaged.
  • Proof of purchase is required.
  • The item must not be identified as Final Sale or otherwise non-returnable under this policy.

Returned items are inspected upon receipt by Heba Boutique.

Returns that do not meet the eligibility requirements may be refused. If a customer requests that a refused item be shipped back to them, the customer will be responsible for the additional shipping cost.

3. Store Credit Policy

All approved discretionary returns are issued exclusively as Heba Boutique Store Credit.

Store Credit will be issued for the eligible value of the returned merchandise after the item has been received, inspected, and approved.

Heba Boutique Store Credit does not expire, unless otherwise required by applicable law.

Refunds to the original payment method are not provided for discretionary returns, including returns based on:

  • Change of mind.
  • Sizing concerns or incorrect size selection.
  • Fit concerns or preferences.
  • Colour or style preference.
  • Any other customer-related preference.

This Store Credit policy applies to discretionary returns only and does not waive, restrict, or limit any mandatory rights or remedies available under applicable consumer protection laws.

4. Non-Returnable & Final Sale Items

The following items are not eligible for discretionary return, exchange, Store Credit, or refund:

  • All swimwear products.
  • Items marked Sale, Final Sale, Clearance, Last Piece, or otherwise specifically identified as non-returnable.
  • Any item discounted by twenty-five percent (25%) or more.
  • Products sold as part of end-of-season promotions or liquidation collections.
  • Items that have been worn, washed, used, altered, damaged, or stained after delivery, or from which any original components supplied with the item have been removed.
  • Gift items, complimentary products, and free promotional items.

These exclusions do not waive, restrict, or limit any mandatory rights or remedies available to consumers under applicable law.

5. Clearance Items & Minor Display or Storage Marks

Due to the nature of Clearance, Final Sale, and Last Piece merchandise, some items may have minor cosmetic marks resulting from display, storage, or handling, such as a small pin mark, minor surface mark, loose thread, or another minor imperfection that does not materially affect the item’s overall appearance or normal use.

Where Heba Boutique is aware in advance of a noticeable defect or imperfection affecting a particular item, we make reasonable efforts to disclose it in the product description or otherwise before the purchase is completed.

However, some very minor cosmetic marks may not be visible or noticed during inspection and order preparation.

Clearance, Final Sale, and Last Piece merchandise is sold taking into account its discounted nature and condition. Minor cosmetic imperfections that do not materially affect the normal use of the product do not, by themselves, constitute grounds for a discretionary return or Store Credit.

This provision does not apply to a material defect that affects the normal use of the product or to any circumstance in which applicable law provides the customer with a mandatory right or remedy.

6. Swimwear Policy

All swimwear products sold by Heba Boutique are considered Final Sale and are not eligible for discretionary return, exchange, or Store Credit.

Returns or Store Credit will not be provided due to:

  • Sizing concerns.
  • Fit concerns or preferences.
  • Personal preference.
  • Change of mind.
  • Any other customer-related reason or preference.

Due to hygiene, health, and product safety considerations, discretionary returns and exchanges of swimwear are not accepted.

Each swimwear model includes sizing information or a size chart to assist customers before purchasing. Customers are responsible for reviewing the applicable product measurements, sizing information, and product description before completing their purchase.

Customers who require sizing assistance are encouraged to contact Heba Boutique before purchasing.

Nothing in this section limits any mandatory rights or remedies available under applicable consumer protection laws in relation to goods that are defective, damaged, materially misrepresented, or incorrectly supplied.

7. Product Images, Colour Representation & Digital Tools

Heba Boutique may use digital tools or artificial intelligence technologies in some product images for presentation purposes, such as improving backgrounds or lighting or presenting the product more clearly.

The colour displayed on a screen may vary slightly from the actual product colour due to lighting, screen settings, photography, or digital processing.

Minor and non-material visual differences may also appear in certain presentation details.

Heba Boutique makes reasonable efforts to ensure that product images and descriptions accurately represent the merchandise offered for sale.

This disclosure is not intended to permit any material difference in the type of product, its fundamental design, fabric, or essential characteristics from what was described or sold.

8. Damaged, Defective, Misrepresented, or Incorrect Items

Claims involving an item that arrives damaged, is defective, is materially different from its published description, or was incorrectly supplied by Heba Boutique are handled separately from discretionary returns.

Customers are encouraged to report visible shipping damage or receipt of an incorrect item within forty-eight (48) hours of delivery whenever reasonably possible and to provide:

  • The order number.
  • Clear photographs or video showing the issue.
  • Photographs of the original packaging where relevant.

Other defects should be reported within a reasonable time after they are discovered.

Heba Boutique may request reasonable information necessary to assess the claim.

If a claim is verified, the available remedy may include, depending on the circumstances and applicable law:

  • Repair.
  • Replacement.
  • Refund to the original payment method.
  • Another appropriate remedy.

The request to report visible damage or an incorrect item within 48 hours does not waive or limit any statutory warranty or mandatory consumer right that cannot lawfully be restricted.

9. Product Care & Misuse

Damage resulting from improper use or improper care of a product is not considered a manufacturing defect.

This may include, without limitation, damage resulting from:

  • Improper washing or drying methods.
  • Use of a temperature unsuitable for the product.
  • Use of bleach, harsh detergents, or chemicals that may affect the fabric or colour.
  • Improper ironing or heat exposure.
  • Excessive friction, pulling, or tearing resulting from use.
  • Alterations made to the product after delivery.
  • Failure to follow care instructions supplied with the product, where applicable.

Any claim involving an alleged defect will be assessed based on the nature of the issue, the condition of the product, and the circumstances of its use and care, subject to applicable consumer protection rights.

10. Shipping Charges & Return Shipping

For discretionary returns:

  • Return shipping costs are the customer’s responsibility.
  • Original outbound shipping charges are non-refundable.
  • A trackable return shipping service must be used.
  • Heba Boutique is not responsible for the loss or delay of a return shipment arranged by the customer.

Different rules may apply where the return results from an error by Heba Boutique or where applicable law requires a refund, replacement, or other remedy.

11. Shipping Delays, Lost Packages & Carrier Issues

Once an order has been handed over to the shipping carrier, transportation and delivery operations are managed by the carrier and may be affected by circumstances outside Heba Boutique’s direct control.

If tracking shows an unusual delay, loss, damage in transit, or a delivery status that the customer disputes, the customer should contact Heba Boutique as soon as reasonably possible.

Heba Boutique may open or assist with a carrier investigation where appropriate and may request information from the customer that is reasonably required by the carrier to investigate the shipment.

Customers are expected to cooperate with reasonable carrier investigation requirements.

The resolution of a lost, damaged, delayed, or disputed-delivery shipment will depend on the circumstances of the shipment, the carrier’s investigation, any available shipping protection or insurance, and any rights or remedies required by applicable law.

Ordinary carrier delays do not automatically make an otherwise Final Sale item eligible for a discretionary return.

Nothing in this section limits any cancellation, refund, replacement, or other right available to a customer under applicable law.

12. Incorrect or Incomplete Shipping Address

Customers are responsible for reviewing and providing a complete and accurate shipping address at checkout.

Heba Boutique is not responsible for additional shipping charges, return-to-sender charges, or delivery issues resulting solely from an incorrect or incomplete address provided by the customer, except where otherwise required by applicable law.

If an order is returned to Heba Boutique because of an incorrect or incomplete customer-provided address, the customer will be responsible for the cost of reshipping the order.

13. Refused Delivery

If a customer refuses delivery without a valid reason attributable to Heba Boutique and without a legal right to refuse or cancel the order, the customer will be responsible for the resulting shipping costs, including the original outbound shipping cost and any return-to-sender shipping charges.

Applicable shipping charges may be deducted from any Store Credit otherwise available for an eligible discretionary return.

14. Refused Returns

Returns sent without prior return approval or returns that do not comply with this policy may be refused.

If a customer requests that a refused return be shipped back to them, the customer is responsible for the additional shipping cost.

Refused return items will be held for a maximum of seven (7) calendar days while awaiting customer instructions and payment of any applicable reshipping costs.

After this period, Heba Boutique cannot guarantee continued storage of the item.

15. General Terms

Heba Boutique reserves the right to refuse discretionary return requests that do not comply with this policy.

Approval of a return request does not guarantee the issuance of Store Credit. The returned item must first be received, inspected, and confirmed to comply with this policy.

Nothing in this Return & Store Credit Policy is intended to waive, restrict, or exclude any consumer right or remedy that cannot legally be waived or restricted under applicable law.