Q: How do I return or exchange an item?
   
 A: You may return products (except non-returnable items) sold by heavenroom.com no more than 30 days of receipt of  your order (based on the delivery record), and upon pre-approval of heavenroom.com

 Exchanges
 Please note that we do not offer exchanges for returned products at this time.

 Non-returnable items
  We're sorry, but heavenroom.com DO NOT ACCEPT returns of certain products, including:

• Any product that is returned more than 30 days after receipt.
• Any product that has been opened or used (taken out of its plastic wrap or box).
• Any product that is not in its original condition, is damaged, or is missing parts.
• Any book and accessories.
• Any food, include (but not limited to) Cookies, Snacks, Nutrition Bars and Milk Powder
• Any discount, clearance or sales product that heavenroom.com has already stated non-returnable.
• Any free gift product and samples.
• In the event of dispute, heavenroom.coms's decision shall be final and conclusive. 

   Return procedures
   

You can pack and send your return to us in just a few simple steps:

1. Click Contact us and fill in the title with "Return" from the enquiry type.
2. Provide us with your Order Number. Indicate returned products and the reason for your return in the input box area.
3. Pack the returned products along with our acknowledgement email securely in a box that we can expedite your request.
4. You will recieve an email from us confirm the order and address for return an item.
5. All return shipping fee must be prepaid.

 
    Refund policy
   
Please note that before providing a refund for any returned product we will first verify its condition. All Non-returnable items will neither receive refund nor return to you.

heavenroom.com regret that we do not refund original shipping and handling fees with the return. heavenroom.com can only refund the total value of products.
  

    Refund timeline
   
Refund will be in the same form of payment originally used for purchase (however, cash refunds are not available at present). After refund requested made to our bank, it takes up to 3 to 4 weeks for credit card issuer to process your credit back to your account. Refund by cheque or telegraphic transfer will take approximately the same of time.
 

    Undeliverable orders
   
Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax/ refuse to provide ID copy/ unable to make import declarations or parcel refused by recipient.

When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and 15% of the value of products as re-stocking fee.

We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged US$6/ US$15/ US$18 or US$25* for resend shipping fee per parcel.

* Re-shipping fee is base on the original shipping method used for your purchase.

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