RETURN AND REFUND POLICY

Store Name: Heatlume
Last Updated: August 15, 2026

At Heatlume, we value customer satisfaction and aim to provide clear information about deliveries, returns, and refunds. Please read this policy carefully before making a purchase.

SHIPPING AND DELIVERY TIMEFRAME

The estimated delivery timeframe for orders is generally 7–15 calendar days after shipment.

This timeframe is an estimate rather than a guaranteed delivery date. Actual transit and delivery times may vary depending on the destination, shipping carrier, customs clearance, local delivery conditions, weather, public holidays, product availability, or other circumstances beyond our reasonable control.

The actual delivery schedule will be subject to the carrier’s tracking information and the specific circumstances of each shipment.

A temporary shipping delay does not automatically qualify an order for cancellation or refund while the package remains in transit. If your order has not arrived after the estimated delivery period, please contact us at spbgvpwlm@outlook.com. We will review the tracking information and assist you with the shipment.

30-DAY RETURN PERIOD

Heatlume accepts eligible return requests submitted within 30 calendar days after the order is delivered.

To qualify for a return, the product must:

• Be unused, unworn, and unwashed;
• Remain in the same condition in which it was received;
• Be free from stains, odors, damage, or unauthorized alterations;
• Include all original tags, accessories, manuals, and components;
• Be placed in its original packaging; and
• Include valid proof of purchase or the relevant order information.

Heatlume may refuse a return if the product does not meet these requirements.

HOW TO REQUEST A RETURN

Before returning a product, please contact us at:

Email: spbgvpwlm@outlook.com

Your return request should include:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for requesting the return; and
• Clear photographs or videos if the product is damaged, defective, or incorrect.

We will review your request and notify you whether it has been approved. If approved, we will provide the applicable return address and detailed return instructions.

The authorized return address may be different from the business contact address displayed on our website.

Please do not send a product back before receiving return authorization from Heatlume. Packages returned without approval, sent to an incorrect address, or shipped using cash-on-delivery services may be refused.

RETURN SHIPPING COSTS

If the return is requested because the customer changed their mind, selected the wrong size or color, or no longer wants the product, the customer will be responsible for the return shipping costs.

If Heatlume confirms that the product was damaged, defective, or incorrectly supplied, we will provide an appropriate solution. When the product must be returned because of our error, Heatlume will cover reasonable return shipping costs or provide suitable return arrangements.

Original shipping fees, expedited delivery charges, customs duties, taxes, and other related costs are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.

We recommend using a trackable shipping service and retaining the shipping receipt until your return is completed. Heatlume is not responsible for return packages lost or damaged while being transported by a carrier selected by the customer.

DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Please inspect your order promptly after delivery.

If you receive a damaged, defective, or incorrect product, contact us as soon as possible at spbgvpwlm@outlook.com. Please include your order number and clear photographs or videos showing the issue.

Keep the product, original packaging, shipping label, and all included components while we review your request.

Depending on the circumstances, Heatlume may offer:

• A replacement product;
• A full or partial refund; or
• Another appropriate solution agreed upon with the customer.

Damage resulting from normal wear, accidental damage, misuse, improper storage, failure to follow product instructions, or unauthorized modification is not considered a manufacturing defect.

NON-RETURNABLE PRODUCTS

For health, hygiene, safety, or product-specific reasons, the following items may not be eligible for return:

• Perishable goods, including food, flowers, and plants;
• Personalized, customized, or made-to-order products;
• Opened or used beauty and personal-care products;
• Intimate or sanitary goods after the packaging or hygiene seal has been opened;
• Hazardous substances, flammable liquids, and compressed gases;
• Gift cards and non-refundable digital-value products; and
• Products clearly identified as “Final Sale” before purchase.

If you are unsure whether a product is eligible for return, please contact us before sending it back.

These restrictions do not limit any mandatory rights you may have under applicable consumer-protection laws, including rights relating to defective, damaged, or misdescribed products.

EXCHANGES

Direct exchanges cannot be guaranteed because inventory availability may change.

If you would like a different size, color, or product, please request a return. After your return request has been approved, you may place a separate order for the preferred item.

ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, please contact spbgvpwlm@outlook.com as soon as possible.

We will try to accommodate your request, but changes and cancellations cannot be guaranteed once an order has entered processing or has been shipped.

An order that has already been shipped cannot normally be canceled while in transit. After receiving the order, you may request a return in accordance with this policy.

Refusing delivery does not automatically qualify an order for a full refund. Where permitted by law, additional shipping or return charges caused by an unauthorized refusal may be deducted from the refund.

REFUNDS

After we receive the returned product, Heatlume will inspect it and notify you of the refund decision.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to process and display the funds in your account.

Where permitted by law, Heatlume may deduct an appropriate amount from the refund if the returned product shows signs of use, damage, missing components, or handling beyond what is reasonably necessary to inspect it. We will notify you if a deduction applies.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

spbgvpwlm@outlook.com

EUROPEAN UNION AND EEA CUSTOMERS

Customers receiving eligible products in the European Union or European Economic Area may have the right to withdraw from their purchase within 14 days after receiving the order, without providing a reason.

To exercise this right, you must notify Heatlume within the applicable withdrawal period and return the product according to the instructions we provide.

Unless the product is defective, incorrect, or applicable law provides otherwise, the customer may be responsible for the direct cost of returning the product.

The statutory withdrawal right may not apply to certain categories, including personalized products, perishable goods, opened sealed hygiene products, and other products excluded under applicable law.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

CONTACT US

For return requests, refunds, damaged products, order questions, or delivery concerns, please contact:

Store Name: Heatlume
Email: spbgvpwlm@outlook.com