Returns, Refunds & Warranty Policy

At The Heavan Store, your satisfaction is our priority. We want you to feel confident with every purchase. Below you’ll find a detailed guide to our return, exchange, cancellation, and warranty policies.

Our Promise

With The Heavan Store, you can be sure of a consistent, high-quality water bottle that meets strict safety standards, delivered exactly as promised.

If you are not satisfied with your purchase, you may return it within 30 days from the date of delivery. Please note:

  • All returns must be unused and undamaged
  • Packaging, labels, and tags must remain intact and attached
  • Faulty items may be covered under our lifetime manufacturer warranty (starting from the date of purchase).

30-Day No-Reason Returns

If you are unsatisfied for any reason, you may initiate a return or exchange within 30 days of delivery.

Conditions for eligibility:

  • Item(s) must be unused, undamaged, and returned in original packaging with labels/tags attached.
  • Otherwise, the item may not qualify for return.

Refunds:

  • We can arrange a partial refund (item price minus shipping fees).
  • Customers are responsible for return shipping costs unless the issue is caused by us.
  • Refunds are processed to your original payment method within 3 business days after we receive the returned item.

To initiate a return or exchange, email us at support@theheavenstore.shop with:

  1. Order number
  2. Reason for return
  3. Supporting images or video (if applicable)

Return Shipping Responsibility

  • If the return is consumer-caused (wrong size, changed mind, etc.), the customer covers the return shipping fee.
  • If the return is our responsibility (damaged, wrong, or defective item), we will cover all shipping costs.

Order Cancellations

Before Shipment

  • Orders may be canceled within 24 hours for a full refund.
  • Contact us at support@theheavenstore.shop with your order number, receiver’s name, and email address.
  • Refunds are processed within 3 business days.

After Shipment

  • Orders canceled after 24 hours but before delivery will be refunded minus shipping costs.
  • You must reject the delivery for the return to process.
  • Refunds (minus shipping fees) are issued within 3 business days after we receive the returned package.

Returned & Exchange Products

Defective Item

If your product is faulty or defective, contact us at support@theheavenstore.shop before returning it. Upon request, we will replace the item or issue a full refund.

Wrong Item Received

If you receive the wrong item, you may:

  • Keep it with a partial refund, OR
  • Request the correct item (we’ll provide a free return label).

Damaged During Transit

If your item arrives damaged:

  • Reject the delivery and contact us immediately at support@theheavenstore.shop.
  • Alternatively, provide photos/videos and request a replacement or refund after we confirm with the shipping carrier.

Missing or Lost Item

If your package is lost or missing:

  • Email support@theheavenstore.shop with your order and tracking number.
  • We will file a lost package claim with the carrier (process takes up to 7 days).

Warranty Exemptions & Notes

  • Normal wear and tear or damage caused by misuse is not covered under warranty.
  • If the item is damaged/misused, the warranty is void.
  • Customers who ordered the wrong item may request an exchange/refund but must cover return shipping costs.

To make a warranty claim, please provide:

  1. Order number
  2. Detailed description of the issue (what happened, when, how)
  3. Item code from outer packaging
  4. Clear photo or video of the defect under good lighting

Contact Us

For returns, exchanges, or warranty claims, please reach out:

📧 Email: support@theheavenstore.shop

We’re here to ensure your experience with The Heavan Store is smooth, reliable, and worry-free.