Customer Support Contact
We'd love to be able to assist and troubleshoot if there are any problems in terms of it's usage: [email protected]
Return & Exchange Policy
We offer returns for a full refund or exchanges within 30 days after receiving your item. Returns & exchanges are accepted for products that are new, unused, in the original packaging, and include all accessories, instruction guides and labels.
Return Process
To process a return or exchange, submit the request through our Return & Refund portal. Our Customer Experience team will review the request & assist. Once your item is returned, we will examine the package and proceed with the notated request of either performing an exchange of the item or returning for full credit (excluding shipping).
Return Shipping Conditions
To qualify for free return shipping, your remaining order balance must be $60 or more after the return.
If your balance falls below $60 after the return, shipping label and processing fees will apply. Your return shipping label costs vary depending on your location, and a $1.50 processing fee will be charged for each returned item.
Alternatively, you may choose to use your own shipping carrier instead of our return shipping label. Please note that the $1.50 processing fee per returned item still applies, regardless of which shipping method you choose.
Return Instructions
Returns: Please provide a picture of the packing slip and the item(s) you would like to return.
Please allow between 5 to 10 business days for us to process your return.
At our discretion, a refund may be issued without requiring a return.
Policy Scope
The above policies only apply to products that have been purchased on hegen.us. Products purchased from other retail outlets must be returned to the original place of purchase. Please refer to the retailer's return policy for full instructions.