Widerrufsrecht
①. Return and Refund:
Within 45 days of receiving the product, if there is a quality issue that affects normal use and we determine it cannot be resolved through a standard replacement, we are obligated to provide a return and refund service. In cases where the return is due to a confirmed product defect, a 9% processing fee will be applied, and the customer will not be responsible for return shipping costs.
Unauthorized returns and refunds (non-quality issue): For returns and refunds not due to product quality issues, we will charge a 20% handling fee, and the customer will be responsible for the shipping costs.
Note: All return and refund requests must be initiated by contacting info@heywaterfall.com
, and our customer service team will create a return order. Unauthorized returns will not be accepted.
②.Exchanges:
If the order was placed and the shipping confirmation email has not been received, we offer free exchange services. If the exchange request is made during or after shipping, the customer will need to pay for the round-trip shipping costs (estimated by our customer service team).
③. Order Cancellations:
Orders that have not yet been shipped can be canceled free of charge.
Once the product has been shipped, order cancellations will incur round-trip shipping costs, which will be deducted from the refund amount(estimated by our customer service team).
3.Refund Notice:
For all refunds, regardless of the amount or reason, we need 1-2 business days to process them. Once our process is complete, you will receive a refund confirmation email. This means the funds have been debited from our account. However, it may take an additional 5-15 business days for the funds to appear in your account, depending on your payment account's bank's refund policy. In total, from the time you communicate with our customer service team to when the funds are officially back in your account, this process may take 1-3 weeks.
