Refund policy
Last Updated: January 01, 2025
Hekaya Books – Returns & Refunds Policy
At Hekaya Books, we are committed to ensuring a smooth and reliable shopping experience. This policy outlines how we handle returns, refunds, and exchanges for our valued customers.
Return Window
You may request a return within 14 days of receiving your order. To be eligible for a return, your item must be:
- In its original condition (unused, unworn, or undamaged)
- With all original tags and packaging intact
- Accompanied by a receipt or proof of purchase
How to Initiate a Return
To start a return, please contact us at info@hekayabooks.com with your order number and reason for return. All returns must be approved in advance. Items returned without prior approval will not be accepted.
Once approved, we will provide:
- A return shipping label (if applicable)
- Instructions on how and where to send your package
Note: The customer is responsible for return shipping costs, unless the item is defective, damaged, or incorrect. Using a trackable shipping service is highly recommended.
Damaged or Incorrect Items
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at info@hekayabooks.com with photos. We will evaluate your case and provide a replacement or refund as appropriate.
Non-Returnable Items
The following items cannot be returned:
- Digital products (eBooks)
- Custom or personalized products
- Gift cards
- Final sale items
- Used or damaged items not due to our error
Refunds
Once your return is received and inspected, you will be notified via email regarding your refund status. If approved, your refund will be issued to your original payment method within 10 business days.
- Shipping fees are non-refundable, except in cases where Hekaya Books is at fault (e.g., defective, damaged, or incorrect items).
- Your bank or card provider may require additional time to process the refund.
- If more than 15 business days have passed and you haven’t received your refund, please contact us at info@hekayabooks.com.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order.
European Union – 14-Day Cooling-Off Period
Customers in the EU have the right to cancel or return their order within 14 days of receipt, for any reason, without justification. Items must meet the same return conditions listed above. Return shipping costs are the responsibility of the customer.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please reach out to us:
