Refund policy

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

Shipping costs associated with returning the item are the customer's responsibility.

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 or exchange, please email us at hello@hepo.pt, letting us know whether you'd like an exchange or a return, 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.

We cannot accept returns on sale items or gift cards.

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

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.