Refund & Return Policy

We want you to be completely satisfied with your Heiven purchase. If something isn't right, this policy explains how returns, refunds, and exchanges work. This policy operates alongside your rights under the South African Consumer Protection Act (CPA) and does not limit those rights.

30-Day Returns

You may return most items within 30 days of delivery, provided they are unused, in their original condition and packaging, and accompanied by proof of purchase.

How to Start a Return

Email us at Heiven.co.za@gmail.com with your order number and the reason for the return.
We will reply with return instructions and the return address.
Once we receive and inspect the item, we will notify you about the status of your refund.

Refunds

Approved refunds are processed to your original payment method within 5–7 business days of us receiving and inspecting the returned item. Depending on your bank or card provider, it may take a few additional days for the funds to reflect.

Return Shipping

Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be held responsible for items lost in return transit.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and photos. We will arrange a replacement, repair, or full refund — including any return shipping costs — at no charge to you, in line with your CPA rights.

Non-Returnable Items

For hygiene and safety reasons, certain items — such as opened acupressure mats, massage tools, and personal-use recovery products — cannot be returned once used or unsealed, unless they are defective or damaged on arrival.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders can be cancelled for a full refund before they have been dispatched. Once an order has shipped, it falls under the standard return process above.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the South African Consumer Protection Act, including your rights regarding goods that are defective, unsafe, or not as described.