EXCHANGE & RETURNS

I am interested to have my products exchanged, how may I do so?

Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective or damaged.

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

How do I ensure I make the right purchase?

We totally understand it can be confusing knowing which product is right for you! Our Customer Success team would be glad to assist you with your needs and provide some useful recommendations on what you may consider.

You can reach out to us via the chat below or drop us an email at cs@hegen.com. A Customer Success Specialist will be in touch with you shortly!

What should I do if the product is faulty/damaged upon unboxing?

Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us via the chat below or drop us an email at cs@hegen.com together with the proof of purchase.

A Customer Success Specialist will be in touch with you shortly to find out more and conduct an exchange, if necessary 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.

 

What is your Refund Policy?

If you encounter any issues with your order, please contact our Customer Success team at cs@hegen.com, who will be happy to assist you. Refund requests are evaluated individually, and if approved, the value of the item will be issued as store credit to your account. Store credits are valid for 90 days (3 months).