Refund policy
At Heirra, every piece is carefully handcrafted and checked for quality before shipping. Please review the policy below before making a purchase:
No Returns
We do not accept returns once an order is placed and shipped.
Exchanges
You may request an exchange if:
- The product is unused and in its original packaging.
- The exchange request is made within 3 days of delivery.
- You email us at customer@heirra.com with your order number, reason, and supporting images/video.
Important: Return shipping is borne by the customer. Once received and verified, you may select another product of equal or higher value (price difference to be paid).
Damaged or Defective Products
To process a claim for a damaged or defective product, you must:
- Record a continuous unboxing video, starting from the moment the first outer packaging is cut open until the product is fully unpacked.
- Email this video to customer@heirra.com within 48 hours of delivery.
Note: Without this video proof, claims cannot be processed.
Once verified, we will either replace the product or issue store credit at our discretion.
Refunds
Refunds apply only if:
- The product is unavailable after purchase, or
- We are unable to process your order.
Approved refunds will be credited via the original payment method within 7–10 business days.
Custom & Sale Items
- Custom, personalized, or altered pieces are not eligible for exchange or refund.
- Sale items are final sale and non-exchangeable.
For any queries, please email us at customer@heirra.com.