Every HEATSHABU pair is printed and assembled just for you. Because each order is custom-made, we don’t offer change-of-mind returns — but we do stand behind every pair completely if something goes wrong on our end. Here is exactly how replacements, refunds, and cancellations work. No fine print, no runaround.
Quick Overview
| Situation | What you get | Return shipping |
|---|---|---|
| Defective, misprinted, damaged, or wrong/not-as-described item | Free replacement or full refund — your choice | None — no need to ship anything back |
| Order hasn’t arrived within 30 days of the order date | Free replacement or full refund — your choice | Not applicable |
| Cancellation within 12 hours of purchase | Full refund, no questions asked | Not applicable |
| Change of mind, wrong size chosen, or no longer wanted | Not eligible — items are made to order | Not applicable |
Defective, Misprinted, Damaged, or Wrong Items
If your order arrives with a defect, a misprint, shipping damage, or it’s simply not what you ordered, we make it right at no cost to you.
- Email support@heatshabu.com within 7 days (1 week) of receiving your item, with your order number and clear photos of the issue.
- Choose a free replacement pair or a full refund — your call.
- You never pay return shipping on our mistakes — you don’t need to send the item back at all. Just email photos and we’ll handle the rest.
Non-Delivery Guarantee
Most orders arrive within 8–15 business days from the order date (1–3 business days production plus 7–12 business days shipping). If your order hasn’t arrived within 30 days of the order date, you’re covered by our non-delivery guarantee: email support@heatshabu.com with your order number, and we’ll send a free replacement or issue a full refund — your choice.
What’s Not Covered
Because every pair is made to order specifically for you, we don’t offer change-of-mind returns. If you choose the wrong size, decide you no longer want the item, or simply change your mind, we’re not able to accept a return or issue a refund for that reason. This is a standard policy for custom-printed goods, and we want to be upfront about it.
We’re also not able to offer a free replacement or refund when a package is lost, delayed, or misdelivered because of an incorrect or incomplete shipping address entered at checkout. Please double-check your shipping address before completing your order. If you spot a mistake right after ordering, you can still use the free 12-hour cancellation/change window below to fix it.
How to Report an Issue
- Step 1: Email support@heatshabu.com with your order number and a description of the issue. For defective, misprinted, damaged, or wrong items, attach photos.
- Step 2: We’ll reply within 1 business day (Monday–Friday) with next steps.
- Step 3: Once your claim is approved — typically within 1–2 business days of your report — we’ll ship your free replacement or process your refund. There’s no need to send anything back to us.
Refunds
Once a claim is approved, refunds are sent to your original payment method within 5–10 business days. Approval typically happens within 1–2 business days of your report, so there’s no waiting on return shipping or transit time.
Replacements
Free replacements for defective, misprinted, damaged, wrong, or non-delivered orders ship on our normal production and transit timeline: 1–3 business days to produce, then 7–12 business days to arrive.
Exchanges
Because every pair is custom-made to order, we’re not able to accept an unwanted or wrong-size pair back for exchange. If you’d like a different size or design, the fastest option is to place a new order. For defective, misprinted, damaged, or wrong items, we’ll ship a direct replacement free of charge instead — no exchange needed.
Cancellations and Order Changes
You can cancel or change your order for free within 12 hours of purchase — before production starts. This is also the window to correct a shipping address if you notice a mistake. Because every pair is made to order, we can’t cancel, change, or refund an order once production has begun, except as described above.
Questions?
We’re happy to help with anything related to your order. Email support@heatshabu.com and we’ll respond within 1 business day, Monday through Friday.