Refund Policy

Cancelling Orders

If you need to cancel an order, please contact us immediately at shop@heiwa.com. We process orders quickly, so cancellations are only possible if the order has not yet been shipped. Once an order has shipped, it cannot be cancelled.

Defective Items

We stand behind the quality and authenticity of every item we sell. If you receive an item that is defective (damaged during shipping, manufacturing defect, wrong item sent, significantly not as described, etc.), we will work with you to resolve the issue.

To be eligible for a refund or exchange due to a defect, you must:

• Contact us within 48 hours of receiving your order
• Provide clear photographic or video evidence of the defect
• Include your order number and a detailed description of the issue
• Keep the item in its original condition (unworn, unwashed, with tags attached if applicable)

How to Report a Defect

If you believe you have received a defective item, please follow these steps:

1. Document the defect — Take clear photos or video showing the defect from multiple angles. Include photos of the shipping packaging if the damage occurred during transit.
2. Contact us — Email us at shop@heiwa.com or send a direct message to @heiwaclo on Instagram with your order number, description of the issue, and photos/video evidence.
3. Wait for review — Our team will review your claim within 1-2 business days and respond with next steps.
4. Resolution — If approved, we will offer either a replacement (if available) or a full refund to your original payment method.

What Does NOT Qualify for Refund

The following situations do not qualify for a refund:

• Change of mind or buyer's remorse
• Incorrect size selection (please check measurements before ordering)
• Item doesn't match expectations based on subjective preference (we provide accurate descriptions and photos)
• Normal wear and tear after use
• Damage caused by the customer after delivery
• Items that have been worn, washed, altered, or had tags removed
• Claims made more than 48 hours after delivery
• Lost or stolen packages after confirmed delivery
• Packages delivered to an incorrect address provided by the customer

Pricing Errors

If a Product is listed at an incorrect price due to an error on this Site, to the fullest extent allowed by law, we reserve the right to refuse or cancel any orders placed for any Product listed at the incorrect price, regardless of whether the order has been confirmed and your payment method charged. If your payment method has already been charged for the purchase and your order is then cancelled, we will issue a credit to your original method of payment for the amount charged.

Fraud Prevention

If there is any concern about fraud or credit card misuse, we may contact you to verify your order. We may be required by law to first report suspected fraud to law enforcement officials. We use third-party fraud detection services to help protect both you and us from fraudulent transactions.

Refund Processing

If your refund is approved, it will be processed within 5-7 business days. The refund will be issued to your original payment method. Please note that depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account. We do not issue refunds via cash, check, or to a different payment method than the one used for the original purchase.

Contact Us

If you have any questions about our refund policy or need to report an issue with your order, please contact us:

• Email: shop@heiwa.com
• Instagram: @heiwaclo

Please include your order number in all communications to help us assist you more quickly.