Refund Policy

Refund Policy

We have a 120-day return policy, which means you have 120 days after receiving your item to request a return. If the item is not as you had expected, or didn't perform as intended then we will accept returns of the order to then get a 100% refund when received. We would always welcome your honest feedback on our undies so we can make improvements.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Some Items have had the tags removed by manufacturer to avoid confusion for US-customers as the size on Tags are Asian sizing and hence are sized smaller. (Small Asian Size is much smaller than US Small for example).

To start a return, you can contact us at support@heavenhealthlab.com If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that all of our orders are made, packaged and shipped from China and thus must be returned to China in order to receive a refund (We are working on making this to make better, faster and more affordable and apologies for the inconvenience this may cause for our American customers)

You can always contact us for any return question at support@heavenhealthlab.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item and we'll dispatch that as soon as possible.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation Policy:

Once an order is placed, you will receive an order confirmation email shortly after checkout. If you need to make any changes to your order (such as updating your address or modifying items), please contact us immediately.

Orders are typically packaged within 1 business day (fulfilment can take up to 2 working days in busy periods). Please note once processing begins (after 24hrs from time of ordering) we are unable to guarantee any changes or modifications so its best you contact immediately. Once an order has been dispatched, no changes or cancellations can be made.

Please note:

We do not accept full order cancellations once an order is placed unless it is a duplicate order.
Changes are only possible if requested before processing has begun. (Within 24hrs of placing the order)
It is the customer's responsibility to review their order details carefully before completing the purchase.

support@heavenhealthlab.com