Return/Exchange policy

If you’re looking to return or exchange your order for quality reasons, we’re here to help! We offer free returns within 14 days of purchase. You can return your product for a refund or a replacement to the original payment method.

Please note the following exceptions to our return and refund policy:

Exceptions: 

  • Discounted items are final and cannot be returned or exchanged.
  • Returned items must have tags still on and be returned in original product packaging.
  • Returned items must have no visible signs of wear or use.
  • Items which do not fit your size and do not have a quality issue.

To initiate a return, please complete the following steps:

Step 1: Contact Customer Service Please send an email to our dedicated customer service team at kgmheavy@gmail.com. In your email, include the following information:

  • Your full name
  • Order number
  • A clear description of the quality issue you are experiencing
  • Attach clear and well-lit photos of the product, clearly showcasing the problem

Step 2: Await Our Response Once we receive your inquiry, our customer service team will thoroughly review the information and images provided. We strive to respond to all inquiries as quickly as possible. Please allow us up to 48 hours to process your request and provide further information about the ongoing process.

Step 3: Return Label Issuance (If Applicable) If your inquiry is accepted, we will issue a return label to your email. This label will include all the necessary instructions for returning the product to us. Please ensure the item is securely packaged to avoid any damage during transit.

Step 4: Send the Product Back Attach the provided return label to the package and send the product back to us within 7 days of receiving the return label. Please note that the product must be in its original condition, including all accessories and packaging, to be eligible for a return or exchange.

Step 5: Processing and Resolution Once we receive the returned product, our team will inspect it to verify the reported quality issue. Based on the evaluation, we will proceed with either a replacement or issue a refund, as per your preference.

Our Commitment We value your satisfaction and will do our utmost to ensure a smooth and hassle-free return or exchange process. If you have any additional questions or concerns throughout the process, please don't hesitate to reach out to our customer service team.

We hope this information clarifies the return or exchange procedure. Thank you for your understanding and cooperation.

 

Best regards,

Heavy GbR Customer Service Team