What’s Return/Exchange Policy?

Returned products must be returned in unharmed, as-new condition, unused, unworn, and unwashed. Otherwise, returns may be subject to refusal.

Return shipping fees will be at your own expense.


Note that:

We do not accept a “return” package or product without receiving a notification upfront and without agreeing to the return/refund/exchange.


We do not accept any returns that haven’t come as a request through the customer service first. If you want to make a return, please contact customer service and return to the address provided by the representative.


How can I initiate the return process?

  1. Email return request → 2. Wait for request approval → 3. Receive return address → 4. Ship item 5. Sent the receipt and shipping information after sending → 6. Arrival confirmation 7. Wait for Refund


When submitting an email request for a return/refund, a customer service representative will communicate with you quickly. Pay attention to the reply. (Usually, it will come within one or two working days).


Please return the time(s) through your local post office to avoid extra taxation when it arrives in our country.

Please send us tracking the info after you ship it, take careful notice of the tracking information as they’re important for a swift return/refund process.


A refund will be released within 5 working days after we receive the package.



The prepared items cannot be canceled or stopped.

The shipped orders cannot be canceled.

We cannot offer an exchange or refund about receiving the item (s) that are delivered to the shipping address you have offered.


  1. Your Account

If you use this Website, you are responsible for maintaining the confidentiality of your buyer account with Hekka (“Account”) and password and for restricting access to your computer, your mobile phone, etc., and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18 years old, you may use this Website only with authorization from a parent or legal guardian.

If you are a minor i.e. under the age of 18 years, you shall not purchase any items on the Website except through your legal guardian or parents who have registered as users on the Website or can use the Website as a guest user. Hekka reserves the right to terminate your membership and refuse to provide you with access to the Website if it is brought to our notice or if it is discovered that you are under the age of 18 years.

The Company reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders at its sole discretion.

Violations of this policy may result in a range of actions, including:

  • Cancellation of Item Listing(s)
  • Loss of Settlement Amount
  • Limits placed on account privileges
  • Account suspension / termination
  • Criminal charges/claim for damages


  1. Using this Website

While using this Website, you will not:

  • post content or items in an inappropriate category or areas on our Website or services;
  • violate any laws, third party rights, or our policies;
  • use our Website or services if you are not able to form legally binding contracts, are under the age of 18, or are temporarily or indefinitely suspended from our Website;
  • manipulate the price of any item or interfere with other user’s listings;
  • circumvent or manipulate our fee structure, the billing process, or fees owed to the Company;
  • post false, inaccurate, misleading, defamatory, or libelous content (including personal information);
  • take any action that may undermine the feedback or rating systems;
  • transfer your Account to another party without the Company’s consent;
  • distribute or post spam, chain letters, or pyramid schemes;
  • distribute viruses or any other technologies that may harm the Website or the interests or property of users of the Website;
  • copy, modify, or distribute content from the Website and the Company’s copyrights and trademarks; or
  • harvest or otherwise collect information about users, including email addresses, without their consent; or
  • use existing user accounts or create new user accounts to circumvent or avoid buying limits, restrictions, holds, or other policy consequences.

Violations of this policy may result in a range of actions, including:

  • Cancellation of Item Listing(s)
  • Loss of Settlement Amount
  • Limits placed on account privileges
  • Account suspension / termination
  • Criminal charges/claim for damages


  1. Purchase and Payment

You should carefully read the item detail page and review information such as price, option price, (overseas) shipping charges, import duty, etc., and T&Cs for sales before purchasing an item.

We take no responsibility and assume no liability for any loss or damages to a buyer arising from shipping information and/or payer information entered by the buyer or wrong remittance by the buyer in connection with the payment for the items purchased. We reserve the right to check whether a buyer is duly authorized to use a certain payment method, and may suspend the transaction until such authorization is confirmed or cancel the relevant transaction where such confirmation is not available.


  1. Customs

Buyers should make sure that they can lawfully import the item into the buyer’s country before purchasing the item.

Buyers may be subject to import duties and taxes, which are levied once a shipment reaches the buyer’s country. In principle, additional charges for customs clearance must be borne by you if not specified otherwise in the item detail page explicitly; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, please contact the customer team for further information.

Your privacy is important to us, and we know you care how information about your order is used and shared. We would like our international buyers to be aware that cross-border shipments are subject to opening and inspection by customs authorities.

Also, the Company may provide certain order, shipment, and product information to our international carriers, and such information may be communicated by the carriers to customs authorities to facilitate customs clearance and compliance with local laws. Customs authorities require us to state the value of the purchased item directly on the package.