Refund and Returns Policy

At Heise Flow, we aim to ensure you are completely satisfied with your purchase. Our return and refund policy is designed to be fair, transparent, and customer-friendly while respecting the guidelines set forth by the trusted brands we represent. Please review the terms below before making a purchase.

1. Return Eligibility

To qualify for a return, your item must:

  • Be unused and in the same condition you received it

  • Be in the original packaging with all inserts and accessories included

  • Be returned within 30 days of the delivery date

  • Be accompanied by a proof of purchase (order number, receipt, or packing slip)

Products that do not meet these criteria may not be eligible for a refund or exchange.

2. Non-Returnable Items

The following items are non-returnable:

  • Custom or personalized items

  • Items marked as final sale

  • Products damaged through misuse, improper installation, or accident

  • Any item returned more than 30 days after delivery

3. Damaged or Defective Products

If you receive a damaged or defective product, please notify us within 5 days of receiving the item by sending an email to support@heiseflow.website with:

  • Your order number

  • A clear description of the issue

  • Photos showing the damage or defect

We will work with the manufacturer or supplier to resolve the issue promptly, either by sending a replacement or processing a refund where appropriate.

4. Refund Process

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed within 7–10 business days to the original method of payment.

Please note:

  • Original shipping fees are non-refundable

  • In some cases, a restocking fee may apply (manufacturer dependent)

5. Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or incorrect due to our error.

  • We recommend using a trackable shipping service or purchasing shipping insurance for high-value items.

Returns should be sent to:

Heise Flow
2138 Kentwood Dr
Lancaster, PA 17601
Phone: +1 (215) 916-5141
Email: support@heiseflow.website

6. Exchanges

We offer exchanges for eligible items if you received the wrong product or need a different size (if applicable). Contact us at support@heiseflow.website before sending the item back to confirm exchange availability.

7. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Recheck your bank account or credit card statement

  2. Contact your bank or credit card provider—it may take some time before your refund is officially posted

  3. If you’ve done all of this and still have not received your refund, contact us at support@heiseflow.website

8. Cancellations

Orders can be canceled within 12 hours of placement for a full refund, provided they have not yet shipped. After this window, the order may already be in processing or transit and subject to our return policy instead.

9. Questions?

If you have any questions about your return, refund status, or product eligibility, don’t hesitate to contact us:

Heise Flow
2138 Kentwood Dr, Lancaster, PA 17601
Phone: +1 (215) 916-5141
Email: support@heiseflow.website

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