Our refund policy
You have 30 days from delivery to request a refund on any watch bought from HEATSHABU. There is no restocking fee. This page sets out the whole policy — the window, the condition we need the watch in, who pays the postage and when the money reaches you.
How a refund is arranged
Four steps, all of them by email. Please do not post a watch back before step two — an unannounced return cannot be tracked, matched to your order or refunded promptly.
We reply with a return address and written instructions for packing and sending the watch.
Send the watch to the address we give you, unworn and complete in its original packaging.
We inspect the watch on arrival and refund the full amount to your original payment method.
What qualifies for a refund
All three conditions have to be met. If you are unsure whether your watch still qualifies, email us and ask before you send it.
The request reaches us within 30 days of the date the watch was delivered.
The watch has not been worn, sized, engraved or damaged in any way.
All original packaging, tags, removed links and paperwork are included, exactly as delivered.
Who pays the return postage
When the fault is ours we cover the cost of sending the watch back and refund what you paid for the original delivery. When the order was simply not for you, the return postage is yours and the original shipping charge is not refunded.
| Reason for the refund | Return postage | Original shipping | Refund on the watch |
|---|---|---|---|
| Wrong item sent | We pay | Refunded | Full |
| Damaged in transit | We pay | Refunded | Full |
| Not as described on this site | We pay | Refunded | Full |
| You changed your mind | You pay | Not refunded | Full |
For reference, our delivery charge is $25 flat and free on orders over $800. Watches leave our warehouse in Kwai Chung, Hong Kong 1 to 3 business days after ordering and take 3 to 7 days in transit. Returns go to whichever address we give you when we confirm the refund — our US address is 2404 Cutty Sark Blvd, Rawlins, WY 82301 — so please wait for that instruction rather than choosing one yourself.
When the money reaches you
Every refund goes back to the payment method used for the order. We cannot redirect it to a different card or account.
| Stage | Who handles it | How long it takes |
|---|---|---|
| We reply to your email with return instructions | HEATSHABU | 1 business day |
| The watch travels back to us | The carrier you post with | Depends on the carrier and route |
| We inspect it and issue the refund | HEATSHABU | 3 business days from arrival |
| The refund appears on your statement | Your bank or card issuer | A further 5 to 10 business days |
Faults, damage and lost parcels
These cases cost you nothing. They do have reporting deadlines, because carriers will not accept a claim indefinitely.
Tell us within 48 hours of delivery. Email support@heatshabu.com with your order number and photographs of the watch and the box it came in, and keep all the packaging — the carrier may need to see it.
You choose a replacement or a full refund. Either way it costs you nothing: we pay the return postage and refund the original shipping as well.
Yes. Report it within 14 days of the expected delivery date and we will open a claim with the carrier. Carrier claims usually take 5 to 10 business days to resolve.
If the parcel is confirmed lost, we replace it or refund you in full — your choice, not ours.
No. We do not charge a restocking fee on any return. A watch that meets the conditions on this page is refunded in full.
To the original payment method used for the order, in the amount you paid. We cannot pay a refund to a different card, a different account or a different person.
Please do not. We cannot track a return we were not expecting, which means we cannot match it to your order or refund it promptly. Email us first and we will send you the correct address.
Cancelling an order
An order can be cancelled free of charge at any time before it is dispatched. Dispatch happens 1 to 3 business days after you order, so the sooner you write the better.
Email us with your order number and we cancel it at no cost. The full amount is refunded to your original payment method.
The order can no longer be stopped, so it becomes a return: accept the delivery, then email us within 30 days.
Write to support@heatshabu.com with your order number. We reply within one business day and confirm which of the two applies.
Related pages
The refund policy is stated in full above. These pages cover other ground.
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.