Exchange & Returns Policy

  1. I am interested to have my products exchanged, how may I do so?
  2. Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective.

    Products which have been worn, used, damaged due to mishandling, sales/clearance items and customers change of minds are strictly not accepted.

  3. How do I ensure I make the right purchase?
  4. We totally understand it can be confusing knowing which product is right for you! Our Customer Experience team would be glad to assist you with your needs and provide some useful recommendations on what you may consider. Do drop us an email at cs@hegen.com or ping us in the chat box below!

  5. What should I do if the product is faulty/damaged upon unboxing?
  6. Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us as soon as you can. Our Customer Experience team would be able to assist you with conducting an exchange on the product and you will be well on your way! Do ensure that the product does not undergo any cleaning or sterilisation process so that we are able to understand what went wrong :)