Refund Policy

Last updated: 12 November 2026

We accept return requests for eligible products purchased at heatola.com within 30 days of delivery.

Eligibility

Items should be unworn, unwashed and in their original condition, with tags and any original packaging where reasonably possible. You may inspect an item as you would in a shop. Keep your order confirmation or other proof of purchase. These conditions do not restrict your rights when goods are faulty, incorrect or not as described.

How to request a return

Email support@heatola.com with your order number, the items to return and the reason. For an incorrect or damaged item, include photos if available. We will provide return instructions and the appropriate return address. Do not send a parcel to the address on its shipping label without checking with us.

Return postage

For a change-of-mind return, you are responsible for return postage unless we agree otherwise. We will explain the return route and any applicable cost before you send the parcel. For faulty, damaged or incorrect goods, contact us so we can arrange an appropriate remedy without imposing costs contrary to your statutory rights. Keep proof of postage.

Refunds

We will notify you after receiving and checking the returned items. Approved refunds are made to the original payment method. Your payment provider may need additional processing time before the credit appears. Original delivery charges and any permitted deductions are handled in accordance with applicable consumer law. We do not replace a refund with store credit without your agreement.

Exchanges and cancellations

Contact us about an exchange; availability depends on stock. If you wish to cancel an order, email promptly. An order already dispatched may need to follow the return process.

Your consumer rights

This 30-day return policy is in addition to mandatory legal rights. Where applicable, customers in the EU or UK may have a 14-day statutory withdrawal right, subject to lawful exceptions. Nothing here excludes remedies or refund deadlines required by applicable law.