Refund & Returns Policy

Last Updated: 21/08/2026

At Hewold Collections, we want you to be happy with your purchase. We carefully inspect our products before they are dispatched. If you receive an incorrect, damaged, or defective item, we are happy to assist you in accordance with this Refund & Returns Policy.

1. Eligibility for Returns

A product may be eligible for a return or exchange if it meets the following conditions:

• The item is unused, unworn, and in its original condition.
• The item has not been washed, altered, damaged, stained, or otherwise used.
• Original tags, labels, packaging, and accessories are included where applicable.
• The return request is made within the applicable return period.
• The item is eligible for return under this policy.

2. Return Period

Return or exchange requests must be submitted within 7 days of receiving your order.

Requests made after this period may not be accepted unless the item is defective, damaged, or incorrectly supplied by Hewold Collections.

3. Items That Cannot Be Returned

For hygiene, safety, and personal-use reasons, the following products are generally non-returnable and non-exchangeable once delivered:

• Underwear and panties.
• Boxers and singlets.
• Lingerie and intimate apparel.
• Deodorants.
• Soaps and personal-care products.
• Body splashes and fragrances that have been opened or used.
• Other personal or hygiene-related products that have been opened or used.

These products may only be considered for a return or replacement where they arrive damaged, defective, or different from what was ordered.

4. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us as soon as possible.

Once we confirm the error, Hewold Collections may provide the correct item or another appropriate resolution.

5. Damaged or Defective Items

If your order arrives damaged or the product has a manufacturing defect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, you may be required to provide clear photographs or videos showing the product and the damage or defect.

Where the claim is confirmed, we may offer a replacement, exchange, repair where applicable, store credit, or refund depending on the circumstances.

6. Change of Mind

Customers may request a return or exchange because they have changed their mind, selected the wrong size, or no longer want the product, provided the product is eligible for return and meets all return conditions.

Return delivery costs in cases of change of mind, incorrect size selection, or incorrect customer selection may be the responsibility of the customer.

7. Size and Colour Exchanges

If you need a different size or colour, you may request an exchange within the applicable return period, subject to availability.

If the requested size or colour is unavailable, we may offer an alternative product, store credit, or another suitable resolution.

8. How to Request a Return

To request a return or exchange, contact Hewold Collections using the contact details provided below.

Please provide:

• Your full name.
• Order number or order reference.
• Telephone number used for the order.
• The product you wish to return.
• Reason for the return.
• Photographs or videos where the item is damaged or defective.

Please do not send an item back before receiving instructions from Hewold Collections.

9. Return Inspection

Returned products may be inspected before an exchange or refund is approved.

If an item does not meet the requirements of this policy, the return may be rejected and the item may be returned to the customer.

10. Refunds

Once an eligible return has been received and approved, we will process the applicable refund.

Refunds will normally be made using the original payment method or another payment method agreed upon by Hewold Collections and the customer.

The time required for a refund to reach the customer may depend on the relevant bank, mobile-money provider, payment processor, or other financial institution.

11. Delivery Charges and Refunds

Original delivery charges may not be refundable where the return is due to a change of mind, incorrect size selection, or incorrect customer selection.

Where the wrong, damaged, or defective item was supplied by Hewold Collections, we may cover reasonable return or replacement delivery costs as appropriate.

12. Failed or Unclaimed Deliveries

If an order cannot be delivered because the customer provided an incorrect address, was unavailable, refused delivery, or failed to respond to delivery attempts, additional delivery charges may apply for another delivery attempt.

Where an order is returned to Hewold Collections after repeated failed delivery attempts, any refund may be subject to applicable delivery and handling costs.

13. Sale and Clearance Items

Sale, discounted, promotional, or clearance items may have different return or exchange conditions.

Unless otherwise stated on the product page or at the time of purchase, defective or incorrectly supplied items remain subject to the protections provided by applicable law.

14. Promotional and Free Items

Free gifts, promotional items, or complimentary products included with an order may not be refundable or exchangeable separately.

15. Fraudulent or Abusive Returns

Hewold Collections reserves the right to refuse returns, exchanges, or refunds where we reasonably believe that the return process is being abused or used fraudulently.

16. Policy Changes

Hewold Collections may update this Refund & Returns Policy from time to time. Any changes will be published on this page with an updated "Last Updated" date.

17. Your Statutory Rights

Nothing in this policy is intended to remove or restrict any rights or protections that you may have under applicable consumer-protection laws.

18. Contact Us

If you have questions about returns, exchanges, refunds, damaged items, or any other issue relating to your order, please contact Hewold Collections using the details above.