Refund policy

At HEIM.PK, customer satisfaction is important to us. If you receive a product that is incorrect, damaged in transit, or materially different from what was described, you may request a return or refund in the form of store credit.

Return & Store Credit Policy

All return or refund requests must be initiated within 7 calendar days of the delivery date.

To be eligible:

  • The item must be unused

  • Returned in original packaging

  • Include all tags, accessories, and components provided in the original shipment

  • Clear photos or videos showing the issue must be shared for assessment

Once we receive and inspect the returned item and confirm the issue, the approved refund will be issued as HEIM.PK Store Credit within 7–10 business days.

🔹 HEIM.PK does not offer cash or bank refunds.
🔹 Store credit is fully usable like cash and can be redeemed on any product available on the HEIM.PK store.

Shipping charges are generally non-refundable, unless the error is entirely on our side (such as wrong item shipped or product damaged during transit).

Non-Returnable / Non-Refundable Items

Some items are not eligible for return or refund, including but not limited to:

  • Customized or personalized products

  • Perishable goods

  • Items clearly marked as “Final Sale / No Return” at the time of purchase

  • Products damaged after delivery due to misuse, negligence, normal wear and tear, or failure to follow instructions

Replacement Policy

If your product is not eligible for a refund but qualifies for a replacement:

  • We will attempt to replace it with the same product, subject to availability

  • If the replacement is out of stock, you will be offered store credit instead

  • If the replacement item is higher in value, the price difference must be paid

  • If the replacement item is lower in value, the remaining amount will be added to your store credit

Product Image & Size Disclaimer

Some images on our website may be AI-generated or digitally enhanced to demonstrate real-world usage. These images are for illustration purposes only.

For the most accurate representation, please refer to the original product images with a white background.

  • Actual product colors may vary slightly due to lighting, screen resolution, and display settings

  • Product sizes may vary by 1–2 inches due to manufacturing tolerances

Exchange Policy

Exchanges are allowed within 7 calendar days of delivery, subject to:

  • Product being unused and in original condition

  • All packaging, tags, and accessories intact

  • Desired replacement item being in stock

If the exchanged item:

  • Is more expensive → price difference must be paid

  • Is cheaper → difference will be issued as store credit

Customers are responsible for return shipping costs for exchanges unless the issue occurred due to our error. In such cases, shipping for the exchanged item will be covered by HEIM.PK.

If the requested exchange item is unavailable or discontinued, you will be offered store credit to use on any other product.

Delayed Resolution

If your store credit is delayed beyond the stated timeframe, please contact us. We will investigate and, if valid, expedite the process.

Important Note: All approved refunds at HEIM.PK are issued strictly as store credit, which is usable the same way as cash within the HEIM.PK store.