Refund policy

Returns & Refunds

Our Refund & Return Policy

At HeavenCrest, we want you to love your purchase. If something isn’t right, this policy explains how returns, refunds, exchanges, and damage claims work. By placing an order with Heaven Crest, LLC, you agree to the terms below.

1. Return Window

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, in their original condition, and in the original packaging with all parts, hardware, and documentation included.

2. Non-Returnable Items

The following cannot be returned:

• Custom, made-to-order, or personalized items (including special finishes, sizes, or configurations).
• Clearance or final-sale items.
• Items that have been installed, used, or modified.
• Gift cards.

⚠ Important: Inspect Your Delivery

Many of our products ship by freight. Please inspect every package at the time of delivery. If you see any damage, note it on the carrier’s delivery receipt before signing, take photos, and contact us within 48 hours. Reporting freight damage promptly is required for us to file a successful claim on your behalf.

3. How to Start a Return

Email us at support@heavencrest.shop with your order number and the reason for your return. We’ll review your request and, if approved, send you return instructions and a Return Authorization. Please do not ship items back without authorization — unauthorized returns may not be accepted.

4. Return Shipping & Restocking

For non-defective returns, the customer is responsible for return shipping costs, and a restocking fee of up to 20% may apply. Original shipping charges are non-refundable. We recommend using a trackable, insured shipping method, as we cannot be responsible for items lost in return transit.

5. Refunds

Once we receive and inspect your return, we’ll notify you of approval. Approved refunds are issued to your original payment method, typically within 5–10 business days. Depending on your bank or card issuer, it may take additional time to appear on your statement.

6. Damaged, Defective, or Incorrect Items

If your item arrives damaged or defective, or you received the wrong product, contact us within 48 hours of delivery with photos and your order number. We’ll arrange a replacement, repair, or full refund at no cost to you — including return shipping where applicable.

7. Exchanges

Need a different finish or size? Contact us and we’ll help arrange an exchange where stock allows. Exchanges follow the same eligibility rules as returns.

8. Order Cancellations

You may cancel an order for a full refund as long as it has not yet shipped and is not a custom or made-to-order item. Once an order has shipped, our standard return policy applies. To cancel, contact us as soon as possible at support@heavencrest.shop.

9. Late or Missing Refunds

If you haven’t received a refund after the timeframe above, first check with your bank or card company. If you’ve done this and still have not received it, contact us at support@heavencrest.shop and we’ll help.

Need Help With a Return?

Our team is here to make it easy. Reach out:

Heaven Crest, LLC
7345 W Sand Lake Rd, Suite 210, Office 1996
Orlando, FL 32819, United States
Email: support@heavencrest.shop
Phone: (645) 220-1074