Refund policy

Refund & Return Policy

Last Updated: February 12, 2026

This Refund & Return Policy applies to purchases made on hehif.com (“Hehif”, “we”, “us”, “our”), operated by Sophario Ltd, and is intended for customers in the United States. Please read this policy carefully before placing an order.

1) Company & Contact Information

Sophario Ltd
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Phone: +1 813-212-5775
Email: support@hehif.com
Website: https://hehif.com

2) Return Window

You may request a return within 30 days of the delivery date. To be eligible, your item must meet the conditions in Section 3.

3) Return Eligibility & Condition Requirements

To qualify for a return, the item must be:

  • Unused and in the same condition you received it
  • In its original packaging (where applicable)
  • With all accessories, manuals, and parts included (if included originally)

We may request photos or additional information to confirm eligibility before issuing a return authorization.

4) Non-Returnable / Non-Refundable Items

The following items are generally not eligible for returns or refunds (unless defective, damaged, or incorrect upon arrival):

  • Personalized or custom-made items
  • Hygiene, personal care, intimate, or health-related items once opened (for safety reasons)
  • Perishable goods
  • Gift cards (digital or physical)
  • Final sale / clearance items (if explicitly marked as final sale at checkout)

5) Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery at support@hehif.com.

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photos/video showing the product and packaging

If confirmed, we will offer an appropriate remedy (replacement, reshipment, store credit, or refund) depending on availability and the nature of the issue.

6) How to Start a Return

  1. Email us at support@hehif.com with your order number and reason for return.
  2. We will reply with return instructions. In some cases, a Return Authorization (RA) may be required.
  3. Pack the item securely to avoid damage during transit.
  4. Send the package using a trackable shipping method.

Important: Do not send your return to the address listed on our website footer unless we confirm it as the correct return address. Returns sent without authorization may be delayed or not processed.

7) Return Shipping Costs

  • If you return an item for reasons such as change of mind, incorrect sizing selection, or no longer needed, you are responsible for return shipping costs.
  • If the item is confirmed to be defective, damaged, or incorrect upon arrival, we may cover return shipping or provide an alternative solution.

8) Refunds

Once your return is received and inspected, we will notify you of approval or rejection. If approved, your refund will be processed to the original payment method.

Refund processing time: Typically within 5–10 business days after we confirm the returned item is eligible. Additional processing time may be required by your bank or card issuer.

9) Partial Refunds / Deductions

In certain situations, we may issue a partial refund or decline a refund, such as:

  • Items returned in used or damaged condition (not due to shipping)
  • Missing parts, accessories, or packaging
  • Returns requested outside the return window

If applicable, deductions may include return shipping fees, restocking costs (where permitted), or loss in value due to condition.

10) Exchanges

We do not guarantee direct exchanges for all products. If you need a different item, size, or variant, the fastest option may be to request a return (if eligible) and place a new order.

11) Cancellations

If you need to cancel an order, contact us as soon as possible at support@hehif.com. If the order has already been processed or shipped, it cannot be cancelled and you may need to follow the return process after delivery.

12) Chargebacks

If you have an issue with an order, please contact us first so we can help resolve it. Filing a chargeback without contacting us may delay resolution and can impact your ability to shop with us in the future.

13) Policy Updates

We may update this policy from time to time. The “Last Updated” date above reflects the latest version. Your continued use of the website after changes means you accept the updated policy.

If you have any questions about returns or refunds, contact us at support@hehif.com or call +1 813-212-5775.