Refund policy
Returns, exchanges & cancellations
For HEIR first-release purchases, you may request a return or exchange within 30 calendar days after delivery. This is our voluntary service window; it does not limit your statutory rights or rights relating to defective, damaged or incorrectly supplied goods.
Cancel before dispatch
You may cancel any unshipped preorder before it is handed to the carrier, with no cancellation fee. A full-order cancellation receives a full refund of the amount paid, including shipping and taxes collected by HEIR. For a partial cancellation, we refund the cancelled items and applicable unused charges. Contact us promptly with your order number. Once dispatched, the returns procedure applies, without limiting any applicable withdrawal right.
Condition & security tags
You may try an item on indoors as you would in a shop. For an ordinary change-of-mind return, keep it unworn beyond reasonable inspection, unwashed, unaltered and free from avoidable stains, damage or odours. Please retain original brand labels, detachable security tags, accessories and packaging where reasonably possible. A missing security seal does not automatically remove every return or legal right: we review the garment's actual condition and applicable law. We do not require an unboxing video as the sole proof of a problem.
How to return or exchange
Contact the website's CLIENT CARE chat or official WeChat customer service with your order number and the item involved. We will provide the appropriate return address and instructions. For this voluntary policy, send the return within 14 days after your request; any delay by us in providing a valid return address will not reduce that period. Keep proof of postage. A timely statutory withdrawal notice is effective without waiting for our approval.
Costs & refunds
For an ordinary change of mind or size preference, you pay return postage. For a defect, transit damage or an incorrect item, HEIR covers reasonable necessary return shipping and applicable remedies. We charge no restocking fee and do not retroactively withdraw free outbound delivery solely because a return reduces the order subtotal. We refund the price actually paid for eligible returned items to the original payment method within 7 calendar days after receipt, or earlier where required by law. Eligible pre-dispatch cancellation refunds are initiated within 7 calendar days. Your payment provider may need additional time to display the credit.
Where a statutory withdrawal or a HEIR-responsible problem requires it, we also refund the applicable standard outbound delivery charge; an optional express upgrade is refunded where legally required. Otherwise, delivered outbound shipping is not refunded for a voluntary change-of-mind return. Exchanges depend on availability: we will agree any replacement and price difference with you, or provide the applicable refund.
Your legal rights remain
Applicable mainland China seven-day no-reason return rights and EU/UK 14-day distance-purchase withdrawal rights are preserved, together with any longer or more favourable mandatory protection. Qualifying EU/UK customers may notify withdrawal within 14 days after delivery and send goods back within the applicable period, including a further 14 days where required. Ordinary preorders in standard sizes are not treated as personalised goods merely because they are produced after ordering. If dispatch is delayed, we will notify you and seek agreement to the revised arrangement; if the order cannot be fulfilled or the required delay consent is not obtained, we will cancel the unshipped order and provide a prompt full refund.
退换货与取消订单
购买 HEIR 首发商品后，可在收货后 30 个自然日内申请退货或换货。这是我们提供的额外服务期限，不限制你的法定权利，也不缩短质量问题、运输损坏或错发商品的依法处理期限。
发货前取消
预售订单在交付承运商前可申请取消，不收取消费。整单取消将退还全部已付款，包括 HEIR 已收取的运费与税款。部分取消则退还对应商品实付金额及适用的未使用费用。请尽快提供订单号联系客服。订单已发出后按退货流程处理，但不影响适用的法定撤回权。
商品状态与防伪吊牌
允许像在实体店一样进行合理的室内试穿。普通非质量问题退货，请确保商品除合理查验外未穿用、未洗涤、未改动，且没有可避免的污渍、破损或异味。请尽可能保留原品牌标签、可拆防伪吊牌、配件及包装。缺少防伪封签不代表所有退货或法定权利自动失效；我们会根据商品实际状态及适用法律判断。不将开箱视频作为证明问题的唯一方式。
如何申请
请联系 网站的 CLIENT CARE 在线客服 或 官方微信客服，提供订单号及涉及商品，我们会提供对应退货地址与操作说明。按本额外服务政策，请在提出申请后 14 天内寄回；如我们延迟提供有效退货地址，不会因此缩短你的寄回期限。请保留寄件凭证。依法在期限内发出的撤回通知，不以等待我们批准为生效条件。
费用与退款
因个人喜好或尺码选择申请的普通退货，退回运费由顾客承担。质量问题、运输损坏或错发商品所需的合理必要退运费由 HEIR 承担，并依法提供相应处理。不收取重新入库费；不会仅因退货后订单小计降低而追扣原先享受的免运费。符合条件的退货，我们在收到退回商品后 7 个自然日内按原支付渠道退还商品实付金额；法律要求更早处理的，从其规定。符合条件的发货前取消，会在 7 个自然日内发起退款。支付机构的到账处理可能另需时间。
依法行使撤回权或因 HEIR 应负责的问题而需退还原标准配送费的，我们会一并退还；自选加急服务差额在法律要求时退还。其他普通自愿退货，已完成的寄出运费不退。换货取决于可用商品，我们会与你确认替换商品及任何差价，或按规则退款，不会未经同意追加收费。
法定权利保留
适用的中国内地七日无理由退货权、欧盟及英国远程购物 14 天撤回权，以及其他更长或更有利的强制保护均予保留。符合条件的欧盟／英国顾客可在收货后 14 天内发出撤回通知，并在法定期限内寄回，包括法律规定的另外 14 天寄回期。标准尺码的普通预售，不会仅因下单后生产就被视为私人定制而排除退货。如发货延期，我们会主动通知并征求你对新安排的同意；无法履约或未取得必要的延期同意时，将取消尚未发货的订单并及时全额退款。