Refund policy

Return Shipping

At this time, Heusom does not provide prepaid return shipping labels. Customers are responsible for purchasing and paying for their own return shipping label for any return made under this policy.

Return shipping costs are non-refundable and will not be covered by Heusom.

Returns for Unsatisfactory Results

We offer a 60-day return policy, which means you may request a return within 60 days of receiving your order.

To be eligible for a return, the product must remain in reasonable condition. It must be intact, functional, and free from significant damage.

If the product does not meet your expectations:

  • You may return the used product and request a refund.

  • Before a return can be approved, please provide a video clearly showing that the product is intact and functioning properly.

  • Contact our Customer Support team at help@heusom.co to begin the return process.

  • Once your request has been reviewed, our support team will provide return instructions, including the approved return address.

Please note that returns sent without prior authorization or without sufficient evidence of the product's condition may not be accepted.

Incorrect Item Ordered or Unneeded Additional Item

If you accidentally ordered the wrong product or an additional item that you no longer need, please contact our Customer Support team as soon as possible.

Before Shipment:
If your order has not yet been shipped, we may be able to cancel the order and issue a refund to your original payment method.

After Shipment:
Once an order has been processed and dispatched, we are unable to stop, recall, or reverse the shipment.

Missing Items

If one or more items are missing from your order, please contact us immediately at help@heusom.co.

Please include:

  • Your order number

  • The name and/or description of the missing item(s)

  • Any relevant photos or supporting information, if available

Once your claim has been verified, our Customer Support team will arrange a replacement for the missing item(s). We aim to provide a resolution within 24 hours after verification.

All missing-item claims must be submitted within 7 days of the delivery date.

Incorrect Shipping Address and Delivered Packages

Customers are responsible for ensuring that the shipping information entered during checkout is complete and accurate.

We rely on the shipping address provided at the time the order is placed and cannot guarantee that an address can be changed after the purchase has been completed.

If an order is delivered to an incorrect address due to inaccurate information provided by the customer, we will do our best to assist. In such cases, our Customer Support team may offer the option to place a replacement order at a reduced price.

Any additional shipping, replacement, or related charges resulting from an incorrect customer-provided address will remain the customer's responsibility.

Damaged Items

If your order arrives damaged, please contact us promptly at help@heusom.co.

Please provide:

  • Your order number

  • The name of the damaged item

  • Photos or videos clearly showing the damage

Once the claim has been reviewed and verified, our Customer Support team will arrange a replacement for the affected item(s). We aim to provide a resolution within 24 hours following verification.

Claims regarding damaged products must be submitted within 7 days of the delivery date.

Exchanges

The fastest way to receive a different product is to return the item you currently have.

Once your return has been reviewed and accepted, you may place a separate order for the replacement product you would like.

Prepaid Return Labels

Heusom does not currently provide prepaid return shipping labels.

Customers are responsible for purchasing their own return shipping label and for all associated return shipping costs.

Return Address

Please do not send a return without first contacting us and receiving return authorization.

Once your return has been approved, please send the package to:

Heusom Returns
117 S LEXINGTON ST STE 100
Harrisonville, MO 64701
United States

Customers are responsible for purchasing the appropriate shipping label and safely returning the package to the authorized return address.

Refund Options

Depending on the circumstances of the return and where applicable, approved refunds may be issued through:

  • The original payment method; or

  • Store credit

Refund Notification and Processing

Once we receive and inspect your returned item, we will notify you regarding the status of your refund.

If your refund is approved, it will automatically be issued to your original payment method within 10 business days.

Please note that your bank, credit card provider, or payment processor may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at help@heusom.co.