Refund policy

heeher.com (hereinafter referred to as "the Platform") prioritizes protecting the legitimate rights and interests of its users. Regarding refund requests for online grocery transactions, we have established the following clear and enforceable refund terms, taking into account the specific characteristics of grocery products (such as fragility, customization, and differences between general daily necessities) and logistics regulations. These terms cover refund conditions, processes, timelines, and special agreements for different scenarios. They apply to all users who have completed orders on the Platform. We recommend that you read them carefully before requesting a refund. Based on the entire grocery transaction process, we have categorized refund scenarios into four main categories: "Refunds for Unshipped Items," "Refunds for Shipped Items but Not Signed for," "Refunds for Items Signed for," and "Refunds for Special Items." Different conditions apply to each scenario, as detailed below.

Unshipped Refunds (after order payment but before product shipment): Orders cannot be fulfilled due to user cancellation, product out-of-stock/delisting on the Platform, or pricing errors. Refunds will be made within 1-2 business days. Payments made with platform balances will be instantly credited. Payments made with third-party payment methods (WeChat/Alipay/credit card) will be credited based on the payment provider's policy (usually within 3 business days). For customized sundries (such as engraved tableware or custom-designed storage bags) that have already entered the production process, cancellations will incur a 30% custom cost deduction (the "Cancellation Fee Percentage After Customization" will be clearly indicated on the product details page). The remaining balance will be refunded.

Refunds for Shipped Unaccepted (Items in Transit, Unacknowledged Delivery): Refusal of shipment will be required due to logistics delays, shipping damage (discovered before signing for), or changes in customer needs. Refusal must be notified to customer service within 48 hours of shipment, and the item must not have been damaged in transit. Return shipping costs will be borne by the customer (US$5.99 for standard shipping, US$15.99 for VIP shipping. For orders over US$39.99, where shipping was originally free, the refund will be deducted from the shipping fee). Refunds for Signed-for Items (after confirmation of receipt): Requests must be submitted within 7 calendar days of receipt. The item must be "unused, unopened (for sealed items), with its original packaging and accessories intact (including tags, instructions, and gifts), and not susceptible to resale." Return shipping costs are the sole responsibility of the user (the return address will be provided by customer service via email and must be shipped within 3 days of approval). Refunds are not available for items that have been opened and used, have damaged packaging, are missing accessories, or are damaged due to misuse (e.g., broken ceramic mugs, soiled fabric items).

Refund Status Inquiry: Users can log in to their account and check the real-time status of the refund in "My Orders - Refund Details" (e.g., "Under Review," "Waiting for Return," "Refund in Progress," or "Delivered") by sending the "Order Number + Refund Number" to customer service at service@heeher.com. Customer service will respond within 12 hours.

Customer Service Email: service@heeher.com (Prioritize complex refund issues, such as disputes over custom-ordered charges and refunds for international orders).