REFUND POLICY

What is the return policy?

Heelmate allows for returns and exchanges if you’ve changed your mind about a product. 

All returns and exchanges due to change of mind are subject to a 30-day return and exchange policy upon receipt of order, subject to the following terms and conditions:

– Item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner.

– Items purchased as part of a set or a multi-item pack must be returned as a whole set.

– For online orders, shipping costs associated with the return process will not be covered by Heelmate.

– Purchases made during any promotional sale are final and cannot be refunded or returned unless there is a manufacturer defect.

– This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.

– Your rights under any applicable consumer law are additional to and not affected by our return and exchange policy above.

Please be noted that all returns are subjected to 15% restocking fees. We will issue the partial refund of the initial order less 15% of the original purchase to the payment method that you used when placing the order.

Met all the requirements? You can contact our Customer Service Team by email: support@heelmate.co with subject ‘Returns / Exchanges’ and provide your order number and the name of the item(s) you wish to return.

What is the exchange policy?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us to get the Return Authorization number and we are happy to assist you.

What is the return process? / How do I return an online purchase?

You can get in touch with our Customer Service by email: support@heelmate.co  and include the following details in your enquiry:

– Order Number,

– Name of the Item, and

– Reason for return

Our customer support team are happy to assist you with fast and easy process.

When will customer receive the refund (if applicable)?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment less 15% of the original payment, within a 2-3 business day.

Late or missing refunds (if applicable)?

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@heelmate.co

What if my item was missing, incorrect, damaged, or faulty?

We’re sorry you received a parcel with damaged, incorrect, or missing items/rewards! Let us know by contacting our Customer Service Team contact our Customer Service Team by email : support@heelmate.co with subject ‘Missing Item’, ‘Wrong Item’, or ‘Damaged / Expired Item’.

Please also include the following details in your form:

– Image of the Item/Parcel(s) received

– Name of Item

– Order Number

Please do not dispose of or throw away any of the items you’re writing in about!

Heelmate may arrange to collect the product or provide other alternative solutions that make you satisfied.

Make changes or Cancellation

Unfortunately, in order to provide our customers with the best shopping experience, our systems are automated and therefore orders cannot be cancelled after they are plance and we’re not able to make any further changes like shipping method upgrades or change in quantities for your beauty haul.

As Heelmate is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your cart and shipping details before you check out!

Shipping returned product

To return your product, you must contact us to get the Return Authorization number and we are happy to assist you. If you return the item without getting our consent, we might not be liable in this circumstance.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.