Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

If you return an item because you have changed your mind, you are responsible for the return shipping costs. If the item is defective, damaged or not the item you ordered, please contact us at hello@hepo.pt so we can arrange a solution at no shipping cost to you.

To be eligible for a return, your item must be in the same condition that you received it (new), unworn or unused, with tags, and in its original packaging.

To start a return, please email us at hello@hepo.pt, letting us know the reason for it, and your original order number. Items sent back to us without first requesting a return will not be accepted.

Whenever applicable, HEPO will provide a return label to make the process simpler and more convenient.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

After receiving the returned item, we will check its condition and update you on your return. The refund will be issued to your original payment method within 14 days of the date you inform us of your decision to return the item. We may withhold the refund until we receive the item or proof that you have sent it back. Once we issue the refund, your bank or card provider may need additional time to make the funds available in your account.