Refund policy
Last updated: October 28, 2026
1. Return Eligibility
Hesvia accepts returns for both defective and non-defective products within 30 calendar days after delivery.
The 30-day return period begins on the delivery date confirmed by the shipping carrier, not the order date.
We accept returns of products in new or slightly used condition.
To qualify for a return:
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The return request must be submitted within 30 calendar days after delivery.
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The product must be in new or slightly used condition.
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The product must not have significant damage caused by misuse, alterations, or improper handling.
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Available original tags, accessories, and packaging should be included when reasonably possible.
Products may be tried on or lightly handled for evaluation.
Items with defects, shipping damage, or fulfillment errors are eligible for review even if their condition does not meet the standard requirements for change-of-mind returns.
2. Return Reasons
Hesvia accepts returns for both personal reasons and product-related issues.
Personal reasons include:
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Ordering the wrong size
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Choosing the wrong color
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Changing your mind
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Ordering by mistake
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No longer needing the item
Product-related reasons include:
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Damaged products
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Defective products
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Incorrect items
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Missing items
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Products that do not match their descriptions
Eligible returns are accepted within the 30-day return period.
3. How to Request a Return
To request a return, please contact our customer support team by email.
Email: service@hesvia.com
Please provide:
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Order number
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Full name
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Email address used for the purchase
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Reason for the return
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Photos, if the item is damaged, defective, or incorrect
Our customer support team typically reviews return requests within 1–2 business days.
Once the return is authorized, we will provide:
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Return instructions
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The designated return address
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A prepaid return shipping label
Please follow the provided instructions and use the prepaid shipping label when returning your item.
4. Return Method and Address
Hesvia accepts returns by mail.
Customers should contact our support team before mailing a return.
The designated return address will be provided with the return authorization and prepaid shipping label.
Our manufacturing and business registration address in China is not a customer return address.
Customers should use the designated return location provided by Hesvia.
5. Return Shipping Costs
Hesvia covers return shipping costs for all eligible returns.
This applies to:
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Returns for personal reasons, including changes of mind or incorrect size selection
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Returns involving damaged, defective, incorrect, or otherwise nonconforming products
Hesvia provides a prepaid return shipping label at no cost to the customer.
Customers are not required to pay return postage when using the prepaid label provided by Hesvia.
Return shipping fee: $0.00
Restocking fee: $0.00
Hesvia does not charge restocking fees.
6. Refund Processing
Once a returned item has been received, we will review it according to our return eligibility conditions.
If the return is approved, the refund will be issued to the original payment method.
Refund processing time: Within 5 business days after refund approval.
The time required for the refund to appear in your account may vary depending on your bank or payment provider.
Hesvia does not charge a refund processing fee or restocking fee.
For eligible full-order returns, the applicable amount paid for the returned products will be refunded. Any standard shipping amount originally paid will also be refunded.
Hesvia currently provides free standard shipping on all eligible U.S. orders.
7. Exchanges
Hesvia accepts exchanges.
Customers may request an exchange within 30 calendar days after delivery.
Exchanges may be requested for:
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A different size
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A different color
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An incorrect item
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A damaged or defective product
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Another available product variation
To request an exchange, please email service@hesvia.com with your order number and the requested replacement.
Exchanges are subject to product availability.
If the requested replacement is unavailable, our customer support team will discuss available alternatives, including a refund.
Hesvia covers return shipping costs for eligible exchanges and provides a prepaid return shipping label.
No additional standard shipping fee will be charged for an approved exchange replacement.
8. Damaged, Defective, or Incorrect Products
If an order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible.
Email: service@hesvia.com
Please include:
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Order number
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Description of the issue
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Photos of the affected product, if available
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Photos of the packaging, if relevant
We will review the issue and provide an appropriate resolution.
Depending on the circumstances and product availability, resolutions may include:
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Replacement
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Exchange
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Full refund
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Another mutually agreed resolution
Hesvia covers the applicable return shipping costs for confirmed product or fulfillment issues.
Customers will not be charged additional fees for approved resolutions caused by Hesvia.
9. Non-Returnable Conditions
Items that have been significantly damaged through misuse, unauthorized alterations, or improper handling may not qualify for a change-of-mind return.
These conditions do not limit the customer's rights concerning defective, damaged, or incorrectly supplied products.
Any product-specific return restrictions, where applicable, will be disclosed on the relevant product page before purchase.
10. Order Cancellation
Customers may request order cancellation before shipment.
To request cancellation, please contact:
Email: service@hesvia.com
If the order has not shipped and cancellation is confirmed, a full refund will be issued to the original payment method.
Once an order has shipped, it may no longer be possible to cancel the shipment.
After delivery, customers may request a return under this policy.
Nothing in this section limits cancellation or refund rights provided by applicable law.
11. Late or Missing Refunds
If your approved refund has not appeared in your account, please:
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Check your bank account or original payment method.
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Contact your payment provider for processing information.
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Contact Hesvia customer support if you need further assistance.
Email: service@hesvia.com
We will assist with reviewing the refund status.
12. Business Information
Brand: Hesvia
Legal Entity / Operator:
Guangzhou Baiyun District Honglin Garment Factory
Business Registration and Manufacturing Address:
Room 601, No. 2, Lane 1, Dagang West Street
Baiyunhu Street, Baiyun District
Guangzhou, Guangdong
China
This address is used for business registration and manufacturing-related activities.
It is not a customer return address.
Return instructions and the designated return address are provided by our customer support team.
13. Customer Support
For questions regarding returns, refunds, exchanges, or order cancellations, please contact us by email.
Brand: Hesvia
Website: https://hesvia.com
Customer Service Email: service@hesvia.com
Customer Service Hours:
Monday–Friday
9:00 AM–6:00 PM Pacific Time (PT)
Closed on weekends and U.S. public holidays.
We aim to respond to customer inquiries within one business day.
Messages received outside business hours will be reviewed during the next business day.