Refund policy
We want you to be confident with every Hetrios purchase. If something isn't right, this policy explains how returns and refunds work.
30-day return window
You may return most items within 30 days of delivery for a refund. The window starts on the date the carrier marks your order as delivered.
Condition requirements
Returned items must be in their original condition with all included accessories, manuals, and packaging. Lightly tested products are accepted as long as they show no signs of wear, damage, or odor. Heavily used or modified items can't be refunded.
Items that can't be returned
- Personal-care products that have been used (for hygiene reasons), unless arrived defective
- Final-sale, clearance, or gift-card items
- Items returned more than 30 days after delivery
How to start a return
Email support@hetrios.com with your order number and a short note on why you're returning. We'll reply within one business day with a return address and any specific instructions.
Please don't ship items back before contacting us — returns sent without a request may not be processed.
Return shipping costs
Return shipping is paid by the customer unless the product arrived damaged, defective, or was sent in error. In those cases, we cover return shipping and either replace the item or refund you in full.
Refund timing
Once we receive and inspect your return, we issue the refund to your original payment method within 5–10 business days. Depending on your bank, it can take a few additional days for the credit to appear on your statement.
Original shipping charges (if any) are non-refundable except when the return is the result of our error.
Damaged or defective items
If your order arrives damaged or stops working within the warranty period, contact us within 48 hours of delivery with photos of the issue and packaging. We'll arrange a replacement or full refund at no cost to you.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.
Late or missing refunds
If you haven't received your refund 10 business days after we confirmed it, first check with your bank or card issuer. If you've done that and still haven't received it, email support@hetrios.com and we'll trace the transaction.
Order cancellations
Orders can be cancelled for a full refund any time before they ship. Once an order is in transit, our standard return process applies.
Questions
Email support@hetrios.com or call (385) 398-6520, Monday–Friday, 9am–5pm Mountain Time.