Refund policy

Return & Refund Policy

Last Updated: 13 September 2026

At HEGA, we want you to be happy with your purchase. If you receive an item that is incorrect, damaged, or does not meet our return conditions, we are happy to assist in accordance with this Return & Refund Policy.

1. Return Period

You may request a return or exchange within 48 hours from the date your order is delivered.

To be eligible, you must contact us within the applicable return period and provide your order number and the relevant details of your request.

Items returned after the return period may not be accepted.

2. Return Conditions

To be eligible for a return or exchange, the item must:

  • Be unused and unworn.
  • Be in its original condition.
  • Have all original tags and labels attached.
  • Be free from stains, makeup, perfume, odours, or other marks.
  • Not have been washed, altered, repaired, or damaged by the customer.
  • Be returned with the original packaging where applicable.

We reserve the right to reject returns that do not meet these conditions.

3. Items That Cannot Be Returned

For hygiene and safety reasons, certain items may not be eligible for return or exchange, including:

  • Items marked as Final Sale or Non-Returnable.
  • Items purchased during clearance or special promotions where stated.
  • Items that have been worn, washed, altered, or damaged.
  • Items without original tags or labels.
  • Items that show signs of use, stains, perfume, makeup, or other odours.
  • Gift cards or other non-returnable products.

Any product-specific return restrictions will be stated on the relevant product page or at checkout.

4. Change of Mind / Wrong Size

We may accept returns due to change of mind or incorrect size, provided the item meets all return conditions.

Customers are responsible for the return shipping costs for change-of-mind, incorrect-size, or other customer-requested returns.

We recommend checking our size guide carefully before placing your order.

5. Incorrect or Defective Items

If you receive:

  • The wrong item;
  • The wrong size or colour due to our error;
  • An item that is damaged upon arrival; or
  • An item with a manufacturing defect,

please contact us within 48 hours of delivery.

Please provide your order number and clear photographs or videos showing the issue.

If the issue is confirmed to be our responsibility, we may provide a replacement, exchange, or refund, including reasonable return shipping costs where applicable.

6. How to Request a Return

To request a return, please contact us at:

Email: contact@hega-shop.com

Please provide:

  1. Order number
  2. Name used for the order
  3. Item(s) you wish to return
  4. Reason for the return
  5. Clear photographs or videos, where applicable

We will review your request and provide return instructions if your request is approved.

Please do not send items back without receiving return instructions from us first.

7. Return Shipping

For returns due to change of mind, incorrect size, or other reasons not caused by us, the customer is responsible for the return shipping cost.

If the return is due to an incorrect, defective, or damaged item caused by us, we will arrange or reimburse reasonable return shipping costs, subject to approval.

We recommend using a trackable delivery service when returning an item. We are not responsible for items lost or damaged during return shipping if the customer arranges the return.

8. Exchanges

Where stock is available, we may offer an exchange for a different size or colour.

Exchanges are subject to availability and the returned item must meet all applicable return conditions.

If the requested replacement is unavailable, we may offer a refund or another suitable solution.

9. Refunds

Once we receive and inspect your returned item, we will notify you whether your return has been approved.

If approved, your refund will be processed using the original payment method where reasonably possible.

Refund processing times may vary depending on your bank, card issuer, payment provider, or other financial institution.

Shipping fees paid for the original order are generally non-refundable, except where the return is due to an error, defect, or other issue attributable to us, or where otherwise required by applicable law.

10. Partial Refunds

If only part of an order is returned and approved, we will refund the eligible returned item(s) only.

Any applicable shipping charges, discounts, vouchers, or promotional benefits may be recalculated where necessary.

11. Promotional Items and Discounts

If an item was purchased using a promotional discount, voucher, bundle offer, or other promotion, the refund amount may be adjusted to reflect the actual value of the returned item.

If returning an item causes an order to no longer qualify for a promotion or free-shipping threshold, the applicable discount or shipping charge may be deducted from the refund where permitted.

12. Refund Delays

If your refund has been approved but you have not received it, please first check your bank or payment account.

If the refund is still not received after the applicable processing period, please contact us at contact@hega-shop.com.

We will assist in checking the status of the refund with the relevant payment provider.

13. Lost or Unreturned Items

We are not responsible for returns that are lost in transit when the customer has arranged the return shipment.

Please retain your return tracking information until your return has been successfully processed.

14. Policy Changes

We reserve the right to update or modify this Return & Refund Policy at any time.

Any changes will be published on this page with the updated "Last Updated" date.

The policy applicable to your purchase will generally be the policy in effect at the time your order was placed, subject to applicable law.

15. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

Email: contact@hega-shop.com

We appreciate your understanding and support.