1. Eligibility for Returns
Customers have the right to request a return within 14 calendar days from the date they received the product, in accordance with the EU Consumer Rights Directive (2011/83/EU).
To be eligible for a return:
- The item must be unused, unworn, and in its original packaging.
- All original labels, accessories, and documentation must be included.
- The item must not be damaged, altered, or show signs of wear.
Certain types of items are non-returnable, such as:
- Personalized or custom-made products
- Gift cards or downloadable digital items
- Hygiene-related products (if unsealed)
2. How to Request a Return
To initiate a return, please contact our support team at:
📧 contact@heavenhome-france.com
In your email, please include:
- Your order number
- The reason for return
- A photo of the item (if defective or damaged)
Once your request is approved, you will receive detailed instructions and the return address.
⚠️ Do not send any product back without prior authorization, as it may not be processed.
3. Return Shipping
Unless the return is due to an error on our part (e.g., wrong or defective item), return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service or purchasing shipping insurance.
BANUS MEDIA LIMITED cannot guarantee that we will receive your returned item.
4. Damaged or Defective Products
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery with supporting photos.
After verification, we will offer:
- A replacement (if available), or
- A full refund, including return shipping costs.
5. Refunds
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, the refund will be processed within 5 to 14 business days using the same payment method you used for the original purchase.
Please note:
- Shipping fees (if applicable) are non-refundable, unless the return is due to our error.
- Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
6. Late or Missing Refunds
If you haven’t received your refund after 14 working days:
- Check your bank account again.
- Contact your credit card company or payment provider.
- If you’ve done all this and still haven’t received it, please contact us at contact@heavenhome-france.com.
7. Exchanges
We only replace items if they are defective or damaged.
If you wish to exchange an item for the same product, please contact contact@heavenhome-france.com before returning it.
8. Contact Information
For any questions about returns, exchanges, or refunds, please contact:
BANUS MEDIA LIMITED
Owner: Denis Badirov
Email: contact@heavenhome-france.com
Website: https://heavenhome-france.com