Refund policy

Return, Refund & Storage Policy

At HeavenPrime, all transactions are conducted under strict business standards. By placing an order, the buyer agrees to the following terms:

1. Order Cancellation & Modification (7-Day Window)

Orders may be cancelled within 7 calendar days of the order placement date. A cancellation request received within this 7-day window will be accepted and a full refund (100%) will be issued with no deduction or restocking fee.

If an order is not cancelled within 7 calendar days of the order placement date, the order is deemed confirmed and will proceed to processing. Cancellation is no longer permitted after this point, and the buyer is obligated to complete the purchase. Any request made after the 7-day window will be handled under Section 3 (Returns & Restocking) after delivery.

Modifications to an order, including address, quantity, or product details, may be requested within the same 7-day window, provided the order has not yet been dispatched. Once an order has been dispatched, no cancellation or modification will be accepted under any circumstance.

All cancellation and modification requests must be submitted in writing to support@heavenprime.com. The date and time the written request is received by HeavenPrime determines whether it falls within the 7-day window.

2. Storage

All orders include 7 days of complimentary storage from the date of confirmation. After this period, a storage fee of $5 per item per day will apply to all inventory held in our warehouse. These charges will continue until the order is dispatched or collected.

3. Returns & Restocking

Returns are accepted within 7 days of delivery, subject to prior approval. Products must be unused, in original packaging, and in resalable condition. A 20% restocking fee will be deducted from the total invoice value. Returns without prior authorization will not be accepted.

Returns will not be accepted for items that are used, damaged, altered, custom-made, special-order, or not in original condition, or if the request is made after the allowed return period.

4. Damages, Refunds & Authorization

Any damaged or defective items must be reported within 24 hours of delivery, along with valid proof (images/videos). Upon verification, a full refund or replacement will be issued with no restocking fee.

All refunds will be processed within 10 business days, subject to banking and payment processing timelines.

Refunds are issued only to the original business bank account from which payment was received. Refunds will not be issued to a third-party account, by cheque, or in cash. Any bank, wire, or intermediary charges incurred on the return of funds will be borne by the buyer and deducted from the refund amount.

All returns must be pre-approved by contacting: support@heavenprime.com Unauthorized returns will not be accepted.

5. Minimum Order & Liability

A minimum order value of $750 per item is required. Orders below this amount will not be processed.

HeavenPrime shall not be held liable for delays, losses, or damages arising from third-party logistics or banking processes.