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Return & Refund Policy

Return & Refund Policy

At heycandy, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we offer a hassle-free return and refund policy. Please read the following guidelines to understand our process:

  1. Eligibility for Returns:

    • Unused and Unopened Items: To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.
    • If the products is damaged or broken opening video is must.
    • You are eligible for returns if product damaged or broken.
    • Time Limit: You have 7 days from the date of delivery to initiate a return. After this period, we cannot accept return requests.
  2. Return Process:

    • Initiate a Return: To initiate a return, please contact our Customer Support team. Provide your order details and a brief explanation for the return.
    • Return Authorization: Our team will review your request and provide you with a return authorization number (RMA) if your return is eligible.
    • Packaging: Securely package the item, including all accessories and documentation that came with it.
    • Shipping: You are responsible for the return shipping costs unless the return is due to a heycandy error or a defective item.
    • Tracking: We recommend using a trackable shipping method to ensure the safe return of the item.
  3. Refund Process:

    • Inspection: Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned above.
    • Refund Options: If the return is approved, we will initiate a refund to your original payment method. Depending on your payment provider, it may take a few business days for the refund to be processed and reflected in your account.
    • Partial Refunds: In some cases, a partial refund may be issued if the item is returned in a used or damaged condition, or if any accessories or packaging are missing.
  4. Non-Returnable Items:

    • Personalized or Customized Items: Items that have been personalized or customized specifically for you cannot be returned unless they arrive damaged or defective.
    • Gift Cards: Gift cards are non-refundable.
  5. Damaged or Defective Items:

    • If your item arrives damaged or defective, please contact our Customer Support team immediately. We will assist you in resolving the issue by providing a replacement, repair, or refund, depending on the circumstances.
  6. Exchanges:

    • We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process mentioned above and place a new order for the desired item separately.
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