If your watch arrives wrong
We accept returns in one situation: the item arrived damaged, faulty, or is not the item you ordered. Tell us within 7 days of delivery and we replace it or refund you in full. We do not accept change-of-mind returns.
How to make a claim
Everything is handled by e-mail. Do not post anything back unless we ask you to and give you an RMA number.
Start recording before you open the parcel, with the shipping label legible, and keep filming without stopping until the item and any fault are visible.
Write to support@heatshabu.com with your order number in the subject line, the video and photographs of the problem.
We confirm we have your claim, then give you a decision once we have everything we need.
A free replacement if the same item is in stock; otherwise, or if you prefer, a full refund including any express shipping you paid.
What a claim needs
The item arrived damaged, is faulty, or is not the item you ordered.
Your e-mail reaches us within 7 days of the delivery date shown in tracking.
Starting with the sealed parcel and its label, not cut or edited, until the fault is visible. Without it a claim cannot be assessed.
Clear photographs of the fault and the order number from your confirmation e-mail.
What each situation costs you
| Situation | Outcome | Return postage & fees |
|---|---|---|
| Damaged, faulty or the wrong item — reported within 7 days with video | Free replacement or full refund | None. Usually we do not need the item back; if we do, we send a prepaid label. |
| You changed your mind, ordered the wrong one or no longer want it | Not accepted | — |
| UK or EU customer withdrawing within 14 days of delivery | Item price refunded (standard delivery was free) | You pay the direct cost of returning it to our Hong Kong warehouse. |
Refunds, withdrawals and cancellations
Approved refunds go back to your original payment method within 5 business days of approval — or of the returned item arriving and passing inspection, where we asked for it back. Your bank or card issuer then typically takes another 3–10 business days to show it.
Prices include taxes and import duties, so those are refunded as part of the item price.
No. Because every order is shipped individually from Hong Kong, we cannot take items back 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 can withdraw from a distance purchase within 14 days of receiving it, without giving a reason — whatever this page says. E-mail support@heatshabu.com within 14 days of delivery. We refund the item price and the standard delivery cost, which is zero; 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.
Never on an approved claim — no restocking fee, no return postage and no handling fee.
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.