Returns & Refunds
Returns & Exchanges
Thank you for shopping with HEMAI. This HEMAI returns and exchanges policy explains how to request a return, exchange, or refund. We want you to shop with confidence, and we’re here to help if something isn’t right.
Shipping Reminder (Important)
Orders ship from China and typically arrive in 5–15 days depending on destination and local carrier handling. Please allow the estimated delivery time before submitting a “not received” request.
Return & Exchange Window
You may request a return or exchange within 14 days of delivery (based on tracking status). Requests submitted after 14 days may not be eligible.
Eligibility Requirements
To be eligible for a return or exchange, items must be:
- Unworn and unused (no signs of wear)
- In original condition with original packaging (if applicable)
- Free from stains, odors, scratches, or damage caused after delivery
If returned items do not meet these requirements, we may refuse the request or issue a partial refund depending on the condition.
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns for:
- Items marked Final Sale (if applicable)
- Items that have been worn, washed, or altered
- Gift cards (if you offer them)
How to Request a Return or Exchange
To start a return/exchange, please contact us with:
- Order number
- Your request: Return or Exchange
- Reason: wrong size / changed mind / damaged / wrong item / other
- Photos (required for damaged, defective, or incorrect items)
We will reply with instructions and the next steps.
Exchanges (Size or Style)
If you request an exchange:
- We will confirm availability of the requested size/style.
- If the requested item is out of stock, you may choose a replacement item or request a refund (subject to eligibility).
- For faster service, some customers choose to place a new order while the return is being processed.
Return Shipping & Fees
- Return shipping costs may be the customer’s responsibility unless the return is due to our error (wrong item or damaged/defective item).
- Original shipping fees (if paid) are non-refundable unless required by law or the return is due to our error.
Refunds
After we receive and inspect the returned item, we will notify you of the outcome:
- If approved, refunds are issued to the original payment method.
- Refund processing time depends on your bank/payment provider and may take several business days to appear.
Damaged, Defective, or Wrong Item
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include:
- Order number
- Clear photos of the item and packaging (if applicable)
We will work with you to resolve the issue quickly (replacement, exchange, or refund depending on the case).
Order Changes & Cancellations
If you need to change or cancel your order, contact us as soon as possible:
- If the order has not shipped, we will try to assist.
- If the order has shipped, you will need to follow the return process after delivery.
Helpful Links
For more information, please visit:
Contact Us
If you have any questions about this HEMAI returns and exchanges policy, please contact our support team:
- Email: hemaistock@hemaishoestock.com
- WeChat: li17501629037
- WhatsApp: +86 175 0162 9037
- LINE: hemai999
Support Hours (UTC): Mon–Fri 9:00 AM – 6:00 PM