Politique de remboursement

Return, Refund & Warranty Policy

At Heisr, we’re committed to delivering a better brushing experience.
Try it at home, risk-free. If something isn’t right, we’ll make it right—quickly and fairly.

1. Order Cancellation

We process orders quickly to ensure timely delivery.

  • Orders can be canceled before shipment by contacting us at support@heisr.com
  • Once an order has been shipped, it cannot be canceled or modified

2. 30-Day Return & Exchange Policy

You may request a return or exchange within 30 days of receiving your order.

Eligibility

To qualify for a return:

  • Item must be in good condition and in original packaging
  • All accessories and manuals must be included
  • Request must be submitted within 30 days of delivery

Used Brush Head Policy

For hygiene and safety reasons:

  • If the brush head has been used, opened, or shows signs of use, it will be treated as a consumable item
  • The value of the brush head will be deducted from your refund amount

Before returning any product:

  • You must contact support@heisr.com
  • Provide clear photos of the product condition for confirmation

⚠️ Returns sent without prior confirmation may result in delays or partial refunds.

Return Shipping

  • Quality issues (defective, damaged, or incorrect items):
    → We cover return shipping and offer a free replacement or full refund
  • Non-quality reasons (change of mind, preference):
    → Customer is responsible for return shipping

⚠️ Returns requested after 30 days will not be accepted.

3. 2-Year Limited Warranty

All Heisr products are covered by a 2-year limited warranty from the date of purchase.

What’s Covered

  • Manufacturing defects
  • Electrical or mechanical malfunctions under normal use
  • Free repair or replacement

What’s Not Covered

  • Damage caused by misuse, accidents, or improper handling
  • Normal wear and tear
  • Cosmetic damage (scratches, discoloration)
  • Consumables (such as brush heads unless defective)

How to Claim

To request warranty service, contact:

📧 support@heisr.com

Please include:

  • Your order number or proof of purchase
  • Photos or videos showing the issue

4. Return Process

To initiate a return:

  1. Contact us at support@heisr.com
  2. Our support team will provide:
    • Return address
    • Return Authorization (RMA)

⚠️ Returns sent without authorization may be rejected.

After receiving and inspecting your return:

  • Refunds will be issued within 3–5 business days
  • Refunded to your original payment method

5. Refund Policy

Depending on the situation:

  • Full Refund
    → Defective, damaged, or incorrect items
  • Replacement / Exchange
    → Verified product issues
  • Partial Refund
    → Approved returns with minor signs of use or missing consumables (e.g., used brush head)
  • No Refund
    → Unauthorized returns
    → Heavily used or damaged items not caused by product defects

6. Shipping Notes

  • Always contact us before returning any item
  • Use a trackable shipping method
  • We are not responsible for returns lost without tracking

7. Contact Us

If you have any questions about our return, refund, or warranty policy:

Heisr Support Team
📧 support@heisr.com

(Return address will be provided after approval)