Heydudemalls Refund Policy

1. Eligible Scenarios for Refunds

• Product Quality Issues: The received product has non-human-induced quality defects (e.g., broken soles, degumming, damaged zippers, incorrect size/color as described, or missing components) within 90 days from the date of delivery. You must provide clear photos/videos of the defect and the product packaging to verify the issue.
• Unwanted Products (Change of Mind): You wish to return an unused, undamaged product with intact original packaging and tags within 30 days from the date of delivery. The product must show no signs of wear, stains, or modification. Please note that for such returns, you will bear the round-trip shipping costs.
• Delayed or Lost Shipments: If your order is not delivered within 30 days of the estimated delivery date (excluding delays caused by force majeure, such as natural disasters, customs issues, or public health emergencies), or if the shipment is confirmed lost by the logistics provider, you may request a full refund or reshipment.
• Incorrect or Missing Items: If you receive the wrong product (different model/style than ordered) or missing items from your order, please contact us within 7 days of delivery. We will verify the issue and process a full refund for the incorrect/missing items or arrange for a free replacement.

2. Non-Refundable Scenarios

• Products returned after the 30-day (change of mind) or 90-day (quality issues) period;
• Products that have been used, worn, stained, modified, or damaged due to improper use, carelessness, or accidents;
• Products without original packaging, tags, or accessories (unless the packaging was damaged during delivery and verified by the logistics provider);
• Customized or personalized products (unless there is a manufacturing defect);
• Delays caused by factors beyond our control (e.g., incorrect shipping address provided by you, recipient unavailability, or force majeure);
• Products purchased during promotional events with explicit "no refund" terms (clearly stated on the product page or promotion details).

3. Refund Request Process

1. Contact Customer Service: Send an email to [email protected]. Include your full name, order number, the reason for the refund, and relevant evidence (e.g., photos/videos of the product defect, order confirmation, delivery note).
2. Verification and Approval: Our customer service team will review your request and supporting documents within 24 working hours. We may contact you for additional information if needed. Once verified, we will send you a "Refund Authorization" email, which includes the return address (if applicable) and other instructions.
3. Return the Product (if required): For eligible returns (e.g., unwanted products, defective products), please ship the product to the designated return address within 7 days of receiving the Refund Authorization. Use a trackable logistics service and keep the shipping tracking number for reference. We are not responsible for lost or damaged returns during transit.
4. Inspection and Refund Processing: Upon receiving the returned product, we will inspect it within 3-5 working hours to confirm it meets the refund conditions. If approved, we will process the refund within 2-3 working days. For orders with lost/delayed shipments or incorrect/missing items (no return required), we will process the refund immediately after verification.

4. Refund Methods and Timelines

• Refund Method: Refunds will be issued through the same payment method you used for the original purchase (e.g., credit card, PayPal, debit card). We do not offer cash refunds or refunds to third-party payment accounts.
• Refund Timeline: The refund processing time depends on your payment provider’s policies. Generally, the refund amount will be credited to your account within 3-10 working days after we process the refund. Please contact your payment provider if you have not received the refund within this period.
• Refund Amount: For eligible refunds, we will refund the full product price. Shipping costs paid for the original order will be refunded only if the refund is due to our error (e.g., incorrect product, defective product, lost shipment). For change-of-mind returns, the original shipping cost is non-refundable, and you will bear the return shipping cost.

5. Special Notes

• You are responsible for ensuring the returned product is properly packaged to avoid damage during transit. If the returned product is damaged due to improper packaging, we may reject the refund request or deduct a reasonable amount from the refund to cover the damage cost.
• If you receive a refund but fail to return the product within the specified timeframe, we reserve the right to charge you the full product price or take legal action to recover the product.
• We reserve the right to refuse refund requests that are fraudulent, misleading, or do not meet the terms of this policy.

6. Contact Us