Return & Refund Policy

We stand behind the engineering and durability of every HENEASE product. If your fitness gear does not meet your expectations, our straightforward return framework ensures a hassle-free resolution.

Business Information

Worry-Free Trial & Simple Returns

You have 30 calendar days from the date of carrier delivery to test, inspect, and evaluate your purchase in pristine condition.

1. Conditions for Return Approval

To qualify for a full product reimbursement, returned merchandise must adhere to the following criteria:

• Unused & Pristine: Items must be completely unused, free of sweat residue, chalk stains, or odor, and clean with all original product labels attached.
• Factory Packaging: Products must be returned in their original packaging, including protective inserts, grip paddings, accessories, and manual cards.
• Proof of Order: A verifiable order number (e.g., #HENE-XXXX) and purchase receipt associated with our official store.

2. How to Initiate a Return (RMA Process)

Please follow our streamlined Return Merchandise Authorization (RMA) workflow:

Important Notice: Unsolicited packages returned without prior RMA authorization cannot be identified or refunded.

3. Damaged, Defective, or Incorrect Shipments

Please examine your parcel upon receipt. If your order arrives broken, structurally compromised, or contains the wrong variation:

• Contact us at service@henease.com within 72 hours of parcel delivery.
• Provide clear photos or a brief video showing the defect along with the outer parcel shipping label.
• We will dispatch an immediate replacement or issue a full reimbursement at zero extra expense to you.

4. Non-Returnable & Excluded Items

To uphold strict sanitation and hygiene standards, certain categories are exempt from regular returns:

• Personalized or custom laser-engraved gears.
• Personal shaker bottles, mouthpieces, or intimate wear items that have been unsealed or washed.
• Clearance items explicitly marked as "Final Sale" during promotional events.
• Digital gift vouchers and e-gift cards.

5. Product Exchanges

The most efficient method to swap for an alternate color, weight, or model is to initiate a return for the original item and place a separate new order on our store once your return tracking is logged.

6. EU 14-Day Statutory Right of Withdrawal

For shipments delivered to European Union member states, customers possess the statutory right to cancel or return their purchase within 14 calendar days of physical receipt without providing justification. Items must remain brand new, unworn, unwashed, and packed inside original retail boxes with purchase verification.

7. Refund Processing & Timelines

Once your return arrives at our logistics hub, our quality control team will inspect the item within 3–5 business days.

• Upon passing inspection, your refund will be processed immediately to your original method of payment (Credit Card / PayPal).
• Credit card institutions and payment gateways typically require an additional 7–10 business days to post funds back to your statement.
• If more than 15 business days have elapsed since receiving your refund confirmation email, please reach out to service@henease.com.