Refund Policy

Returns & Exchanges

At Heimiu Online, we do our best to provide the most accurate product descriptions, each of which can be viewed on the corresponding product page. We want our customers to know exactly what they are ordering..

A Few Things to Note:

  • Our return policy lasts 90 days from the date of delivery. If 90 days have gone by since you received your products and you have not contacted us about any concerns about your order, we, unfortunately, cannot offer you a refund or exchange. Any problems or concerns need to be brought to our attention within these 90 Days.

  • Orders that are being returned/exchanged due to manufacturers' defect/shipping damage will not incur a 15% restocking fee. 

  • For all returns/exchanges, We also need to send us the trinket to make sure it's intact and in new condition.

  • It is the customer's responsibility to make sure their return is packaged well to not get damaged during shipping back to us.

  • WE DO NOT offer refunds on orders made by mistake, dissatisfaction, or change of mind.

  • WE DO NOT offer refunds or exchanges on items that have already been BROKEN. Items need to be still in their original packaging when sent back to us.

Returns or Refunds (accepted under the following circumstances):

  • Damaged Product / Manufacturers Defect

    • If the product arrives damaged. Whether due to shipping care or a manufacturer’s defect, we will honor a 100% full refund or exchange. We will require photo evidence of this via email to

    • For MANUFACTURERS DEFECTS we must be notified within 90 days of order delivery. 

  • Not As Described

    • If the product arrives and the customer can prove that it does not match up with the product description. We will honor a return for a full refund or exchange for a different item.

  • Product Lost in Transit

    • If the product doesn't arrive because it is lost in transit, then we will immediately reship the product for you! The one condition is that the customer must absolutely make sure their address is correct.


Ship the product back to us. It might take us up to 10-15 Business Days for us to receive. Once we receive it, we can ship out the newly specified product immediately.

Returns ONLY Accepted If Products Meet Following Criteria:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • Broken

  • Original packaging

  • Within 90 days of the date, you received your initial purchase

  • Ordered received for refunds or exchanges that arrive back to us damaged due to customers negligence with packaging and shipping back to us, may incur additional fees.

How to Return:

  • Each return should be accompanied by a Return Exchange Form.

  • Please fill out accordingly, to the best of your ability and send the product and return slip to the address provided to you by our customer service agents.

  • We reserve the right to deny a return if the item is clearly not in new condition or does not meet the standards listed above.

  • For any questions or concerns, please email us at

  • Our address: Unit B, 5/F, Gallo Commercial Building, 114-118 Lockhart Road, Wan Chai, Hong Kong

Late or Missing Refunds:

  • Check Your Bank Account

  • Contact Credit Card Company

  • Processing time USUALLY takes 1-3 business days

  • If you’ve done all of this and you still have not received your refund yet, please contact us at


Heimiu Online does not pay for return shipping in the situation that the customer simply does not want the product.

Heimiu Online only pays for return shipping if the product was damaged upon arrival to the customer. Also, in situations where we sent completely the wrong product to the customer. In any situation that it is our fault entirely we will absolutely assume responsibility.


If you are shipping items over $200, we would highly suggest shipping the product back to us with tracking so that if the product is lost in transit, it will be very easy to prove to us that it was indeed shipped back.