Refund policy

1. Overview

We aim to ensure your satisfaction with our products and services. If you are not completely satisfied with your purchase, we’re here to help.

2. Eligibility for Refunds

To qualify for a refund:

  • The item must be unused and in the same condition that you received it.
  • The item must be in its original packaging.
  • A proof of purchase, such as an order confirmation or receipt, is required.

3. Non-Refundable Items

The following items are non-refundable:

  • Gift cards
  • Digital downloads
  • Items marked as “final sale”
  • Customized or personalized products

4. Refund Timeframe

  • Requests for refunds must be made within 7 days of receiving the product.
  • Returns should be shipped within 3 days after the refund request is approved.

5. Refund Process

  • Contact our customer support team at fab@hepapure.co / +65 90663096 to initiate a refund.
  • Provide details such as your order number and reason for the refund.
  • If applicable, ship the item back to the address provided by our team.
  • Refunds will be processed once we receive and inspect the returned item.
  • Items sent back to us without first requesting a return will not be accepted.

6. Refund Method

  • Refunds will be issued to the original payment method used during purchase.
  • Due to varying process time by the various banks, please allow up to 10 business days for the refund to be processed and reflected in your account.

7. Shipping Costs

  • Shipping costs are non-refundable.
  • Customers are responsible for return shipping unless the product was damaged or incorrect.

8. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at fab@hepapure.co / +65 90663096. 
  • Provide photos of the damaged item and packaging.
  • We will replace or refund the item, including shipping costs, at no additional charge.

9. Exchange Policy

Exchanges may be available for eligible items. Contact our support team to inquire about exchanges.

10. Contact Us

If you have any questions about our refund policy, please contact us:

  • Email: fab@hepapure.co
  • Phone/WhatsApp: +65 9066 3096