Last Updated: May 4th, 2025
At HEZON, your satisfaction is our top priority. While our customer service introduces the basic return procedure, this Refund and Returns Policy clarifies how we process refunds, what conditions apply, and how your statutory rights are protected under UK, EU, and US law.
1. Eligibility for Refund
Refunds may be granted under the following conditions:
- Your returned item is received within the designated return window.
- The item is in its original condition, unworn, unwashed, and with original tags/packaging.
- A valid proof of purchase (order confirmation or receipt) is provided.
We reserve the right to reject refund requests that do not meet these criteria.
2. Non-Refundable Items
For hygiene and safety reasons, the following items are generally not eligible for refund unless defective:
- Intimate apparel, underwear, or bodysuits that have been opened or tried on
- Gift cards
- Clearance or discounted items (clearly marked)
3. Refund Methods and Timeline
Once your return is approved and processed:
- Refunds will be issued to the original method of payment.
- Please allow 5–10 business days for your bank or payment provider to post the refund.
- In the event of a delayed refund, please check with your payment provider before contacting us.
Shipping costs are non-refundable unless the return is due to our error or a defective product.
4. Partial Refunds
Partial refunds may be granted if:
- The returned item shows signs of use or damage not due to our fault
- A portion of a bundle or multi-item order is returned
- The item was discounted and not eligible for full refund
5. Damaged or Defective Items
If your item arrives damaged or defective:
- Please contact us within 7 days of delivery.
- Include photos and a brief description of the issue.
- Upon verification, we may offer:
- A full refund
- A free replacement
- Store credit
We reserve the right to request return of the defective item before refunding.
6. Refused or Undeliverable Packages
Packages refused upon delivery or marked “undeliverable” due to incorrect address may be refunded minus the original shipping fee and a restocking fee (if applicable).
7. Your Statutory Rights
Nothing in this policy affects your legal rights under:
- The UK Consumer Rights Act 2015
- The EU Consumer Protection Directive
- US State and Federal Consumer Protection Laws
You may be entitled to a refund or exchange for defective or misdescribed goods, regardless of our internal policy.
8. How to Request a Refund
To initiate a refund request, please contact us via:
📧 Email: support@hezon.tofred.com
📍 Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Include your order number, reason for return, and any relevant attachments (photos, receipts, etc.).