Exchange and Return Policy

Exchange and Return Policy – Heiselle

At Heiselle, your satisfaction is our top priority. We work exclusively with trusted suppliers to guarantee the highest quality in every product and are committed to offering attentive and personalized service throughout your shopping experience.

This Return and Exchange Policy describes the deadlines, conditions, and steps to follow if you need to return or exchange an item.

Terms and Conditions for Exchange and Return

Exchanges or returns will only be accepted if all of the following requirements are met:

  • The request was made within the deadlines stipulated in this policy.

  • The product must be in its original condition , unused, and with all original packaging and accessories.

  • The return or exchange must include the receipt or invoice of the purchase.

  • The product must be sent in the same packaging in which it was delivered, properly protected.

How to Request an Exchange or Return

To request an exchange or return, please email support@heiselle.com .
Our support team will respond within 1–2 business days with detailed instructions and a mandatory form to fill out.

Attention: After the request is approved, the shipping of the product will be the responsibility of the customer, including shipping costs. Heiselle does not cover shipping expenses for exchanges or returns.
If the item is not shipped within the specified time, the request may be canceled.

Accepted Reasons for Exchange or Return

  • Giving up / Regret
    You can return your product within 14 calendar days of receipt, provided that it meets the conditions listed above.

  • Defective or Damaged Product
    If your product arrives damaged, refuse delivery or contact us within 7 business days of receipt. Clear photos of the damaged product and the shipping label are required.

  • Incorrect Product
    If you receive an item different from what you ordered, please contact us within 7 calendar days after delivery, including the order number and photos that prove the problem.

Processing Time

As soon as the returned product arrives at our distribution center and passes inspection, you will receive an email confirmation.
Processing may take up to 10 business days .
If approved, the refund or exchange will be processed according to the chosen method: store credit, credit card refund, or bank transfer .

Refund and Compensation Options

  • Store Credit – Receive a coupon to use on your next purchase.

  • Card Refund – Available for credit card payments. The processing time depends on the card issuer (usually between 1–2 billing cycles).

  • Shipping Problems – In cases of lost items, lack of stock, or carrier error, refunds will be processed within 5 business days .

  • Chargebacks – If a chargeback is requested from the bank and the product has been delivered, we may require its return. Failure to return the product will be considered a violation of our terms.

Important Information

  • It is the customer's responsibility to choose the correct color, model, or size at the time of purchase.

  • All exchange or return requests must be made exclusively via email to support@heiselle.com with the subject: "EXCHANGE OR RETURN" .

  • Include in the email: order number, reason for the request, and photos or videos when applicable.

Customer Service Hours

(Brasilia Time – GMT-3)

  • Monday to Friday: 9:00 AM – 6:00 PM

  • Saturdays, Sundays and Holidays: 12:00 PM – 5:00 PM

Thank you for choosing Heiselle.
We are committed to offering you a safe, transparent, and delightful shopping experience, with full support every step of the way.