Refund policy

Last Updated: July 22, 2026

At Hezipop, customer satisfaction is important to us. We are committed to providing quality fashion products and a clear, reliable process for returns, exchanges, cancellations, and refunds.

This Return & Refund Policy explains our 30-day commercial return period, return eligibility requirements, return shipping responsibility, exchange process, refund procedures, and customers’ applicable statutory rights.

Nothing in this policy limits or excludes consumer rights that cannot legally be limited or excluded.

1. Our 30-Day Return Period

Customers may submit a Return Request within 30 calendar days after receiving their order.

The return period begins on the date the order is delivered to the customer or the customer’s designated recipient.

This 30-day return period is Hezipop’s commercial return policy and is provided in addition to any mandatory consumer rights that may apply.

2. How to Submit a Return Request

To begin a return, contact our Customer Support team at hello@hezipop.com.

Please include:

• Your order number;
• Your full name;
• The email address used for the order;
• The product name and requested return quantity;
• The reason for the return; and
• Photos or other relevant information when applicable.

After receiving your request, we will review the information and provide the applicable return address, identification instructions, and return shipping guidance.

Unless a different deadline is required by applicable law or stated in your return instructions, the approved return should be shipped within 14 calendar days after receiving the return instructions.

3. Eligible Returns

To qualify under our commercial 30-day return policy, returned clothing should meet the following conditions:

• The Return Request was submitted within 30 calendar days of delivery;
• The item has only been tried on to the extent reasonably necessary;
• The item has not been worn for an extended period;
• The item has not been washed, altered, or intentionally damaged;
• Original tags remain attached when tags were included;
• Original packaging and accessories are included when applicable;
• The item is free from stains, odors, makeup marks, deodorant marks, pet hair, and other signs of use; and
• The item remains suitable for resale.

Customers may inspect and try on clothing in a reasonable manner, similar to how they would examine it in a physical store. Use beyond what is reasonably necessary to inspect an item may affect return eligibility or, where permitted by law, the refundable amount.

4. Size, Fit, Color, and Change-of-Mind Returns

Customers may request a return or exchange if an eligible product does not fit as expected or if they change their mind about the size, color, style, or personal preference.

Before ordering, customers are encouraged to:

• Review the product description;
• Review the available size chart;
• Compare the listed measurements with their own measurements; and
• Review available color and product information.

A size or fit issue caused by the customer’s selection is normally treated as a change-of-mind return rather than a product defect. The customer is responsible for return shipping in these circumstances.

If the item materially differs from the measurements or description shown on the product page, please contact us so we can investigate the issue.

5. Items That May Not Qualify Under Our Commercial Return Policy

The following items may not qualify for a commercial return:

• Items worn beyond reasonable inspection or try-on;
• Items that have been washed, altered, or damaged after delivery;
• Items with stains, odors, makeup marks, pet hair, or signs of use;
• Items missing original tags when tags were supplied;
• Items missing included accessories or packaging when applicable;
• Items returned after the applicable return deadline; or
• Items damaged because of improper use, care, or storage.

These commercial conditions do not remove any legal rights relating to goods that are faulty, damaged on arrival, materially misdescribed, or otherwise non-conforming.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, materially different from its description, or different from the product you ordered, please contact our Customer Support team as soon as reasonably possible.

Please provide:

• Your order number;
• A description of the issue; and
• Clear photos or videos showing the issue, when reasonably possible.

Photos and videos help us assess the issue, but we will consider other reasonable evidence if photographs cannot be provided.

If the item is confirmed to be incorrect, damaged on arrival, defective, or affected by a confirmed quality issue, Hezipop will arrange or cover reasonable return shipping.

Depending on the circumstances, product availability, customer preference, and applicable law, the available solution may include:

• A replacement;
• An exchange;
• A repair where appropriate; or
• A refund to the original payment method.

7. Return Shipping Responsibility

Customers are responsible for return shipping costs when the return is caused by:

• A change of mind;
• Incorrect size selection;
• Fit preference;
• Color or style preference; or
• Another reason not caused by an error or confirmed defect.

Unless Hezipop confirms otherwise in writing, customers arranging these returns must select and pay the return carrier directly.

Hezipop will arrange or cover return shipping when:

• The customer received the wrong item;
• The item arrived damaged; or
• The item has a confirmed defect or quality issue.

For these cases, please follow the instructions provided by Customer Support. We may provide a return label or another reasonable reimbursement arrangement. Do not purchase unusually expensive return shipping without obtaining written confirmation from us first.

When customers arrange their own return shipping, we recommend using a tracked service and keeping the shipping receipt until the return has been completed.

To the extent permitted by law, Hezipop is not responsible for a return package lost or damaged while being shipped using a service independently selected by the customer.

8. No Restocking Fee

Hezipop does not charge any restocking fee.

The restocking fee for all approved returns is $0.00.

We do not deduct a general handling, processing, or restocking charge from an approved refund.

This does not prevent a reduction in value where permitted by applicable law if an item has been handled or used beyond what is reasonably necessary to inspect it. Any such adjustment would be based on the actual reduction in the item’s value and would not be treated as a restocking fee.

9. Exchange Policy

Eligible items may be exchanged for another available size, color, or replacement product.

Exchange requests are subject to:

• Product availability;
• Return eligibility;
• The condition of the returned item; and
• Completion of the return inspection.

Return shipping responsibility for an exchange is determined by the reason for the exchange. Customers are responsible for return shipping for size, fit, style, color, or preference-based exchanges. Hezipop covers return shipping for incorrect, damaged, or confirmed defective items.

If the requested replacement is unavailable, the customer may request a refund to the original payment method where eligible.

10. Refund Inspection and Processing

After receiving a returned item, we will inspect it and notify the customer whether the return and refund have been approved.

If approved:

• The refund will be issued to the original payment method;
• Hezipop will process the refund within 1–3 business days after approval;
• No restocking fee will be deducted;
• Store credit or a gift card will not replace a monetary refund unless the customer expressly agrees or applicable law permits it; and
• A refund confirmation will be sent to the email address associated with the order.

Your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional time to post the refund to your account. This additional provider processing time is outside Hezipop’s control.

If an order was paid through Shop Pay Installments, the applicable payment provider will apply the approved refund to the customer’s installment balance or payment arrangement according to its terms.

Hezipop provides Free Standard Shipping, so the standard outbound shipping amount charged for an eligible order is normally $0.00. If a delivery charge is ever paid and applicable law requires it to be refunded, the legally required standard delivery amount will be included.

Where a mandatory legal refund deadline is shorter or otherwise different, the applicable legal deadline will take priority.

11. Order Cancellation

Customers may request cancellation by contacting Customer Support as soon as possible after placing an order.

We will make reasonable efforts to cancel an order before it enters processing or shipment, but cancellation cannot be guaranteed once fulfillment has started.

If the order has already shipped, the customer may submit a return after delivery according to this policy and any applicable statutory cancellation rights.

Nothing in this section restricts a consumer’s legal right to cancel a distance contract where that right applies.

12. Product Color and Appearance

Product colors may appear slightly different because of device display settings, lighting, photography, or reasonable manufacturing variations.

A minor color or appearance variation does not automatically mean that a product is defective.

If the product received is materially different from its description or images, please contact Customer Support so we can review the issue.

13. UK Statutory Cancellation Rights

For eligible online purchases, UK consumers generally have a statutory right to cancel without giving a reason by notifying Hezipop within 14 calendar days after receiving the goods.

After notifying us of the cancellation, the customer generally has another 14 calendar days to send the goods back.

A cancellation notice may be submitted by emailing hello@hezipop.com with a clear statement that the customer wishes to cancel. Including the order number will help us process the request more quickly.

Where the statutory cancellation right applies:

• The customer does not need to provide a reason for cancellation;
• The customer may inspect the item in a manner reasonably similar to an inspection in a physical store;
• The customer normally pays return shipping if they were informed of this responsibility before purchasing;
• Hezipop pays or covers return shipping when the goods are faulty, damaged, incorrect, or materially misdescribed;
• A refund will be made within the deadline required by applicable law after we receive the goods or acceptable evidence that they were sent; and
• Any standard delivery charge paid by the customer will be refunded where required by law. Hezipop’s current Standard Shipping charge is $0.00.

Certain statutory exceptions may apply to particular products where permitted by law and clearly disclosed before purchase.

Consumers in the European Economic Area and other jurisdictions may have similar or additional cancellation and withdrawal rights under the laws applicable to them.

14. Faulty Goods and Mandatory Consumer Rights

The 30-day commercial return period does not replace legal remedies for goods that are faulty, damaged, not as described, or not of satisfactory quality.

Depending on applicable law and the circumstances, customers may have rights to a repair, replacement, price reduction, rejection, or refund. Some of these rights may continue beyond the commercial 30-day return period.

Sale prices, discounts, promotions, or similar price reductions do not remove statutory rights relating to faulty or misdescribed goods.

15. Contact Us

For return requests, exchanges, damaged-item reports, cancellation requests, or refund questions, please contact us:

We aim to respond to customer inquiries within 24–48 business hours.