Refund policy
Refund, Cancellation, Return, and Reship Policy
Reship Policy
If your HeavenTallow arrives damaged or defective, we offer a 30-day reship policy with no hassle. To qualify for a reshipment, please provide photo proof of the damaged or defective item within 30 days of purchase. The photo must be taken in good lighting and be of high quality, clearly showing the defect or damage. Once we verify the issue, we will promptly send you a replacement.
Refund Policy
We offer a flexible refund policy to ensure your satisfaction:
Within 30 days of order placement:
- If your HeavenTallow has a defect or was damaged during shipping, you can request a refund.
- Please contact us at cs@heaventallow.com to initiate the refund process.
- Depending on your preference, we will either offer you a refund or offer a reshipment of the product.
Within 60 days of order placement:
- If you do not see any noticeable results with 2x daily use, you can request a refund.
- This allows you to try the product risk-free and ensure it works for your skin.
- Please contact us at cs@heaventallow.com with your order number to process your request.
We stand behind our product and want you to feel confident in your purchase. This policy ensures you can claim your 60-day money-back guarantee while preventing misuse by those seeking refunds immediately after purchase without giving the product a fair trial.
Return Policy
Please note that we do not accept returns.Due to the nature of our products and for hygiene reasons, we do not accept returns or exchanges once an order has been delivered. Please review your order carefully before completing your purchase and/or opening your product. However, we offer flexible refunds and reship options to ensure your satisfaction. If you encounter any issues with your product, please contact us to discuss the best solution for your situation.
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.
European Union 14-Day Cooling Off Period
1. No Returns Accepted
Due to the nature of our products and for hygiene reasons, we do not accept returns or exchanges once an order has been delivered. Please review your order carefully before completing your purchase.
2. EU Right of Withdrawal Exception
As per Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to sealed goods that are unsuitable for return due to health protection or hygiene reasons, if unsealed after delivery. Since our products come into direct contact with the face and body, they are considered hygiene-sensitive items and cannot be returned once opened.
3. Refunds for Defective or Incorrect Items
We offer refunds if:
- You receive a defective product (e.g., damaged upon arrival).
- You receive the wrong item due to an error on our part.
- You do not see any noticeable results within 60 days of daily use.
To request a refund for a defective or incorrect item, please contact us at cs@heaventallow.com within 48 hours of delivery with:
- Your order number
- A photo showing the issue
For results-based refunds, please contact us within 60 days of order placement only if you have used our product 2x daily and shown proof.
If approved, we will issue a full or partial refund to your original payment method within 5-10 business days.
4. Order Cancellations
Once an order is placed, it cannot be canceled or modified, as we process and ship orders quickly unless your order has not been yet shipped out and the only modification that can be applied in this case is an address change/fix.
By placing an order with us, you acknowledge and agree to this No-Return Policy.
Subscriptions ("Subscribe & Save")
By selecting Subscribe & Save at product page, you agree to receive recurring shipments at a discounted price. Subscription orders renew automatically on the schedule you select until modified or canceled.
We send order confirmations and renewal notifications to the email address provided at checkout.
Managing Your Subscription
You may request the following changes at any time before your next renewal date by contacting us at cs@heaventallow.com:
- Pause or skip a shipment
- Change your delivery frequency
- Update your next order date
We are happy to assist.
Minimum Billing Term
The discounted subscription pricing is offered with the expectation of at least two billing cycles.
If you request cancellation before the second charge is processed, we may apply an Early Termination Adjustment equal to the difference between the discounted subscription price you paid and the regular one-time price of the product(s) already delivered. This adjustment is applied only once and no future subscription charges will occur.
Subscription Refunds
Subscription orders that are delivered correctly and without defect are not eligible for refund once shipped. If there is damage, defect, or an issue with your order, please contact us within 30 days and we will review and assist.
Billing Questions or Disputes
If you have any questions about your subscription or billing, please contact us first at cs@heaventallow.com so we can resolve the issue quickly.
Refund/Resend Processing
We will notify you once we've inspected your request, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at cs@heaventallow.com
To be eligible for a refund your item must have been damaged upon arrival, must not have arrived at the designated address, or you must not have seen any noticeable results within 60 days of daily use. For damaged items, you must provide pictures of the damaged item in clear lighting with the defect clearly showing, as well as a copy of your receipt.
Returns
We do not accept returns — only refunds and resends if the criteria are met.
For any inquiries or to initiate a refund or reship request, please contact us at cs@heaventallow.com. We are here to help and ensure you have the best experience with your Heaven Tallow.