Refund policy
At HE4L, we want you to be fully satisfied with your purchase. If you are not, we offer a straightforward 30-day return policy.
Return Window
You may request a return within 30 days of receiving your item.
Eligibility for Returns
To be eligible for a return, your item must be:
- In the same condition as received — unused and unworn
- In its original packaging
- Accompanied by proof of purchase
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Perishable goods
- Custom or personalised products
- Hazardous materials
If you are unsure whether your item qualifies, please contact us before initiating a return.
Return Shipping Costs
Defective, damaged, or incorrectly shipped items: Return shipping costs are covered by HE4L. In many cases, no return shipment is required — we will offer a free replacement or a full refund.
Returns for personal reasons (e.g., change of mind, wrong size selected): Return shipping costs are the responsibility of the customer.
How to Start a Return
- Contact us — Email support@he4l.com with your order number and reason for return. Items returned without prior authorisation will not be accepted.
- Pack your item — Repack the item carefully, preferably in its original packaging.
- Ship your return — Once your return is approved, we will provide the return address and instructions on how to send your item.
Return Address
To initiate a return, please contact us at support@he4l.com within 30 days of receiving your order. Our team will assess your request and provide the relevant return instructions, including the return address, within 24-48 hours.
Exchanges
We do not offer direct exchanges. To exchange an item, please return the original item first and place a new order once your return has been approved.
Damages & Issues
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at support@he4l.com so we can resolve the issue. Return shipping costs do not apply in these cases.
Restocking fees
No restocking fees are applied to accepted returns.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or card provider to process the credit. If more than 15 business days have passed since approval and you have not received your refund, please contact us at support@he4l.com.
UK Statutory Rights
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving your goods (cooling-off period) and a 30-day right to reject faulty goods. Our 30-day return policy is in addition to, and does not affect, your statutory rights.
Customer Service & Contact
- Business Name: HE4L
-
Company Name: HE4L LTD
- Company No.: 16250783
- Email: support@he4l.com
- Phone: +44 7838 137945
- Address: HE4L LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
- Hours: Monday–Friday, 09:00–17:00 | Saturday–Sunday, 11:00–16:00 (GMT)
- Response time: within 24 hours