Our refund policy
HEATSHABU accepts returns in one situation only: the item arrived damaged, faulty, or is not the item you ordered. We do not accept change-of-mind returns. Every claim must reach us within 7 days of delivery and is handled entirely by e-mail.
What qualifies for a refund or replacement
The watch or its case arrived broken, cracked, scratched or otherwise damaged.
The watch does not work as it should when it arrives.
A different model, colour or size from the one on your order confirmation.
Change of mind, ordering the wrong item, or no longer wanting it. UK and EU statutory rights are covered below.
The unboxing video is mandatory
Without a qualifying video a claim cannot be assessed — so please film the opening of every parcel before you break the seal.
How a claim is handled
Within 7 days of delivery, to support@heatshabu.com, with the video, the photographs and your order number.
So you know the claim is with a person and being looked at.
Once we have everything we need, we tell you the outcome.
A free replacement if the same item is in stock; otherwise, or if you prefer, a full refund including any express shipping you paid.
When the money reaches you
| Stage | How long |
|---|---|
| We issue the refund to your original payment method | Within 5 business days of approval (or of a returned item arriving and passing inspection, where we asked for it back) |
| Your bank or card issuer shows it on your statement | Typically another 3–10 business days |
Withdrawal, cancellation and change of mind
Because every order is shipped individually from Hong Kong, we cannot take items back simply because you changed your mind, ordered the wrong one, or no longer want it. This does not affect your rights where an item is genuinely faulty, damaged or misdescribed.
Consumers in the United Kingdom and in the EU countries we deliver to have a statutory right to withdraw from a distance purchase within 14 days of receiving it, without giving a reason. That right applies whatever this page says.
To exercise it, e-mail support@heatshabu.com within 14 days of delivery. We refund the price of the item and the standard delivery cost — which is zero, as standard delivery is free; you pay the direct cost of returning the item to our Hong Kong warehouse.
E-mail us as soon as possible. While the order is still being prepared we can cancel it and refund you in full within 5 business days. Once the parcel has been handed to the carrier it cannot be recalled.
Only where we ask for the item back, and only with an RMA number: Returns, Unit 208-209 & 410, Hutchison Logistics Centre, 18 Container Port Road South, Kwai Chung, New Territories, Hong Kong. Write the RMA number on the outside of the parcel; parcels sent without one cannot be matched to an order and may be refused.
Do not send returns to our office in Denver, Colorado — it is a correspondence address with no warehouse.
Everything else about your order
A person reads every message, and we reply within one business day. If something on this site is unclear or wrong, we would rather hear about it.