Refund policy

Last Updated: May 17, 2026

General Information

Your satisfaction is what matters most to us. If you'd like to return or exchange an item, please read through the conditions below first. This policy applies to every product purchased from hevuxo.com, whether the return is due to a change of mind, a defective item, or an incorrectly delivered order.

Return Window

You have 30 days from the delivery date to return or exchange an item. The 30 day period begins the moment your package is marked as delivered by the carrier's tracking system.

For defective or damaged items, please let us know as soon as possible, ideally within 48 hours of delivery, so we can document the problem quickly. That said, defective and damaged items stay eligible for return throughout the entire 30 day window.

Return Exceptions

The items below cannot be returned or exchanged:

  • Personalized or custom made pieces
  • Hygiene products (e.g., underwear, swimwear) that have been worn, washed, or had tags removed
  • Items no longer in their original condition (worn, altered, or missing tags/packaging)

Hygiene products that remain unused, unworn, and sealed in their original packaging with all tags attached can still be returned within the 30 day window.

Product Condition

To qualify for a return, the item must meet every one of these conditions:

  • Unworn and unused
  • All original tags still attached
  • In its original packaging
  • Proof of purchase (order number or order confirmation email)

Items that fail to meet these conditions may receive a partial refund or be sent back to you at your expense.

Return Process

  1. Get in touch: Email us at support@hevuxo.com within the 30 day return window. Include your order number, the reason for the return, and photos of the item (photos are required for defective or damaged items).
  2. Wait for authorization: Our customer service team will look over your request within 1 to 2 business days and reply with a Return Authorization (RA) number along with return instructions.
  3. Send the item back: Pack the piece securely and ship it to the return address we provide in the authorization email. Write the RA number inside the package. Returns sent without prior authorization may be refused.

Return Address

Authorized returns and exchanges should be sent to:

hevuxo.com 180 Mercer Street New York, NY 10012 United States

Important: Authorized Returns Only Returns must be pre-approved by our support team. Please email support@hevuxo.com to request a Return Authorization (RA) number before shipping anything back. Packages without a valid RA number will be refused at the customer's expense.

Do not send returns without prior authorization (see Return Process above). Unauthorized returns may be rejected or delayed.

Return Shipping Costs

Defective, damaged, or incorrectly delivered items: We pay the return shipping and provide you with a prepaid return label.

Change of mind returns (non-defective items): The customer covers the return shipping cost. We recommend using a tracked shipping method, since we can't be held responsible for returns lost on the way back.

Restocking Fee

We do not charge a restocking fee.

Refunds

Once we've received your returned item and inspected it, we'll process your refund within 5 business days to the original payment method (Visa, Mastercard, American Express, or Google Pay).

You'll get an email confirmation once the refund has gone through.

If a returned item fails to meet the conditions outlined above (for instance, worn, tags removed, or no longer in original packaging), we'll reach out to discuss the options, which may include a partial refund or returning the item to you.

Exchanges

Exchanges are free for defective or incorrectly delivered items. Contact us within 30 days of delivery and we'll send you a prepaid return label.

For exchanges due to size or color preference, the quickest route is to place a new order for the piece you want and return the original through the standard return process above. This way you receive the new item without waiting for the return to be processed.

Order Cancellations

Orders can be canceled within 2 hours of purchase, provided the order hasn't been shipped yet. To request a cancellation, email us right away at support@hevuxo.com with your order number.

If your order has already shipped, it cannot be canceled. You can instead return the item once it arrives by following the standard return process.

Lost or Undelivered Shipments

If your package hasn't arrived within the estimated delivery window (6 to 10 business days from the purchase date), please reach out to our support team. We will:

  1. Open an investigation with the shipping carrier.
  2. Send you an update within 3 to 5 business days.
  3. If the package can't be located, offer you either a full refund or a replacement shipment at no extra cost.

For more on delivery times and tracking, please see our Shipping Policy.

Related Policies

Each of these policies has its own dedicated page on our website and can be accessed from the footer of every page.

Contact Information

Store Name: hevuxo.com
Address: 180 Mercer Street, New York, NY 10012, United States
Phone: +1 (256) 936-3036
E-Mail: support@hevuxo.com
Customer Service Hours: Monday to Saturday, 8:30 AM to 6:00 PM EST (Eastern Standard Time, New York, NY). We aim to reply within 24 hours.