HAE Return Policy

At HAE.com, we offer a comprehensive 14-day return policy for all online orders. To initiate the return process, please email us at Service@hae-us.com within 14 days of receiving your package, starting from the date the order is fulfilled.

During this 14-day period, customers may request a return for reasons such as dissatisfaction or incorrect sizing, provided they offer a valid reason and supporting evidence.

Our standard refund procedure applies to all warranted returns, and customers are required to provide valid proof to substantiate the reason for the return. Please note that returns will not be accepted beyond the 14-day window. Additionally, each order is eligible for a one-time return, and combined returns are strictly prohibited.

Return Terms and Conditions:

At HAE, we strive to provide the best customer experience and ensure the satisfaction of our valued customers. To maintain the quality and integrity of our products, we have implemented the following policies regarding returns/exchanges:

2.1 Return/Exchange Eligibility
We understand that customers may occasionally need to return or exchange a product due to sizing issues, defects, or dissatisfaction. However, to process a return, customers must provide a valid reason and supporting evidence. For an item to be eligible for return or exchange, it must be in its original condition, undamaged, and include all original tags, packaging, and accessories.

2.2 Promotional and Free Items
Items received as part of a promotional gift or 0-dollar purchase offer cannot be returned. These items are non-returnable once issued.

2.3 Impact of Return on Resale Eligibility
If a returned item’s condition is compromised and it cannot be resold as new, it will not be eligible for return or exchange. This includes situations where the item shows signs of wear, damage, or any alterations made by the customer.

2.4 Item Condition Determination
Our customer service team will inspect the returned item to assess its condition. We reserve the right to make the final determination regarding its eligibility for return/exchange, considering factors such as damage, wear and tear, and any other indications that may affect its resale value.

2.5 Return Shipping Fee
All returns by mail are subject to a $8.00 return shipping fee per items, which will be deducted from the refund amount.

2.6 Communication and Notification
If an item is found to be ineligible for return/exchange due to its condition, our customer service team will promptly notify the customer. We will provide a clear explanation for the decision and offer alternative solutions, such as repair options, if applicable.

2.7 Single Return Policy
Each order is eligible for one return or exchange only. We do not accept multiple return requests for the same order. Please ensure you are confident in your decision before initiating a return to avoid multiple requests.

2.8 Customer Responsibility
We encourage customers to properly care for and handle the items during the return process. It is the customer’s responsibility to package and ship the item securely, following the return instructions provided. Any damage or deterioration caused by inadequate packaging or mishandling during the return shipment may impact the item’s eligibility for return/exchange.

Starting Your Return

To begin the process of returning your eligible order, please follow the steps below:

3.1 Contact Customer Service
Customers should initiate the return process by contacting the customer service team via email at Service@hae-us.com. Please provide the reason for the return along with relevant order details.

3.2 Customer Service Review
Our customer service team will review the order details provided by the customer to confirm its eligibility for return/exchange. We will check factors such as the purchase date, condition of the item, and adherence to the return policy.

3.3 Return Form or Instructions
If the order is eligible for return/exchange, the customer service team will generate a return form or provide specific instructions on how to proceed. This form will include details such as the customer’s name, order number, and reason for return.

3.4 Preparing the Return Package
Customers are responsible for securely packaging the item and arranging shipment through a preferred shipping provider. Please ensure the return form is included within the package and follow the provided instructions.

3.5 Return Confirmation
Once we receive the return parcel, our customer service team will confirm its arrival and initiate the return/exchange process. Customers will receive an email or notification acknowledging the receipt of the package.

3.6 Item Inspection
The returned items will be inspected by our customer service team to determine their condition. We will assess for any damage or signs of use that may affect its eligibility for return or exchange.