Returns & Refunds

Return policy on customer remorse

If you happen to change your mind, all items can be returned within a 30 day period, starting from the day after you receive your order. Please notify us for a seamless return process via email at info@hettr.com, we only accept returns for customer remorse on the following conditions:

• The item is new and unused
• For items with a manufacturer seal, the manufacturer seal must be unopened
• The item must be in its original packaging with all original accessories

Return policy on damaged, wrong or dysfunctional products

If you find products in your order damaged, wrong or dysfunctional please contact us directly by email at info@hettr.com.

In the aforementioned case, you will have 30 days to return these products and get refund or replacement. This period starts from the day after you receive your order. This also includes items that become faulty within the 30 days period from receiving the order.

You will not be charged for return delivery costs when returning an item that arrives damaged, wrong or dysfunctional, as the shipping costs will already be paid by us in the return label.

Returning an order

If you wish to return the item, you are responsible for return delivery and may ship back the item using the tracked courier of your choice. We will provide you with our return address.

How can i cancel my order?

All orders are processed immediately and cannot be canceled after they have been placed. If you need to cancel your order, please contact us info@hettr.com within 1 hour of placing the order. We will do our best to accommodate your request, but we cannot guarantee that we will be able to cancel your order. 

Lost shipments

If at least 2 days have passed since the expected delivery date, please get in touch with our customer service via email at info@hettr.com and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your shipment after the 5 day investigation, the shipment will be declared lost and you will be entitled to a full refund or we will send a replacement if you choose so.

Gloena is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. However, we will review on a case by case basis, at our sole discretion. Please contact our Customer Service Team for assistance.

Refund process

The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund take 5-10 business days to process. Refunds will be made in the original method of payment.

Warranty

All products are legally guaranteed for 1 year against manufacturing defects and any other default while properly used. Any misuse resulting in breakage or other default shall not be covered. If you detect any defect on your product, please contact us at info@hettr.com, so we can organise the return of the defective product for repair or replace the item if it cannot be repaired.