Refund policy

RETURN & REFUND POLICY

At From Heeway, we aim to provide a smooth and satisfying shopping experience. Please read our policy carefully before making a purchase.

1. RIGHT OF CANCELLATION (WITHDRAWAL)

You have the right to request a return within 10 days of receiving your order.

For eligible returns, items must be:

  • Unopened and in original condition
  • Returned in secure packaging

Certain items are non-returnable, including:

  • Opened or unsealed albums and merchandise
  • Products not originally sealed after opening
  • Audio/video products once unsealed

2. IMPORTANT – UNBOXING VIDEO REQUIREMENT

Customers are required to record a full unboxing video upon receiving their order.

This video must clearly show:

  • The unopened parcel
  • The unpacking process
  • The contents inside

We cannot process refunds or claims for missing items or inclusions if:

  • The item has been opened without video proof
  • No clear unboxing video is provided

3. CONDITION & DAMAGES

The following are not considered valid reasons for return or refund:

  • Minor dents, scratches, creases, or discoloration
  • Packaging damage (outer box/album casing)
  • Manufacturing imperfections

Packaging is designed to protect the contents inside, and minor damage does not qualify for return.

Returns or exchanges are only considered for:

  • Missing inclusions (with valid video proof)
  • Incorrect items received

4. RETURN / EXCHANGE PROCESS

To request a return or exchange:

  1. Contact us within 10 days of delivery
  2. Provide:
    • Order number
    • Clear photos/videos
    • Full unboxing video
  3. Our customer service team will review your request
  4. If approved, instructions for return or pickup will be provided

All requests are subject to a quality check and investigation.

5. RETURN SHIPPING & FEES

  • If the return is due to our error (wrong/defective item), we will cover return shipping costs
  • For other eligible returns, customers may be responsible for return shipping
  • We strongly recommend using a trackable shipping method, as we are not responsible for lost returns

6. REFUNDS & PROCESSING TIME

Once the returned item is received and inspected:

  • Refunds or exchanges will be processed within 5–7 business days
  • Refunds will be issued via Paypal or bank transfer
  • Shipping fees are non-refundable

7. NON-ELIGIBLE RETURNS

Returns or exchanges will not be accepted if:

  • No unboxing videos
  • The product has been used or damaged by the customer
  • The item’s value has decreased due to handling or use
  • There is evidence of misuse or malicious intent

We reserve the right to deny any return that does not meet our policy conditions.

8. CONTACT INFORMATION

If you need assistance, please contact us:

Email: heeway1009.ae@gmail.com
Instagram: @fromheeway / @hee_way1009

Address:
PO BOX 54333

NXN Dubai Airport Freezone

Dubai 

UAE

By purchasing from our store, you agree to this Return & Refund Policy.