At Heirs Market, we are committed to ensuring that our customers receive the correct products in good condition. Please read our returns and exchanges policy carefully before placing an order.
1. 100% Money-Back Guarantee
- Our 100% money-back guarantee applies only when the wrong item is delivered.
- Claims must be made immediately upon delivery.
2. Return Conditions
- Returns are accepted within 24 hours after delivery, strictly where the wrong item has been sent.
- Items must be returned in the exact condition in which they were received.
- Original packaging, tags, and accessories must remain intact.
- Any damage, alteration, or misuse of the item will void return eligibility.
3. Delivery Charges
- Return shipping costs are the responsibility of the shopper.
- Original delivery charges are non-refundable.
4. Exchanges
- Exchanges are primarily permitted for size replacements.
- All exchanges are subject to the availability of the requested replacement item.
- If the requested replacement is unavailable, shoppers may select an alternative item from the available options provided by Heirs Market.
5. Non-Returnable Items
The following items and orders are not eligible for returns or exchanges:
- Items collected from the Heirs Market pickup office cannot be returned or exchanged once they have been taken out of the pickup office.
- Custom-made, personalised, and final-sale items.
- Items delivered through our express delivery option.
- Items sent through alternative or third-party delivery arrangements made due to urgency, including transport parks.
- International branded products specifically tagged or advertised as “Original”.
- Orders for which a confirmation video or other media has been sent to the shopper, reviewed, and approved before shipment.
6. Pick-Up Orders
- Shoppers are required to collect their orders from the designated pickup office on the stipulated collection date.
- Orders not collected within seven (7) days of the stipulated pickup date will be considered forfeited and non-refundable.
- Orders will only be scheduled for pickup after payment has been confirmed.
7. Return Process
To initiate an eligible return:
- Contact Heirs Market Customer Service within the specified return period.
- Provide your order number and a detailed explanation of the issue.
- Submit clear photographs or videos of the item where necessary.
- Follow the instructions provided by our customer service team for returning the item.
8. Refunds
- Eligible refunds will be processed within 7–10 business days after the returned item has been received and inspected.
- Approved refunds will be issued through the original payment method.
9. Loss Prevention and Policy Enforcement
- Heirs Market reserves the right to reject any return or exchange request where the stated conditions have not been met.
- Any attempt to abuse or exploit this policy may result in the suspension of return and exchange privileges.
10. Acceptance of Policy
By placing an order with Heirs Market, shoppers acknowledge and agree to comply with the terms and conditions outlined in this Returns and Exchanges Policy.
This policy is designed to promote transparency, protect both our customers and our business, and ensure a fair shopping experience for everyone.