Return Policy

At HESHUNdigital.com, we are committed to providing you with an exceptional shopping experience. We want you to feel confident and satisfied with your purchase, but we also understand that sometimes things may not go as planned. If you are dissatisfied with your order in any way, we will make every effort to resolve the issue promptly and efficiently.

General Return Policy

You may return unopened, brand-new items within 30 days of delivery for a full refund. Please note:

  • Return shipping costs are the customer's responsibility
  • Items must be in their original condition and packaging
  • Restocking fees may apply
  • If you receive a damaged or defective product, please contact our Technical Support Team immediately at support@heshundigital.com

Return Conditions

To be eligible for a return, your item must meet the following criteria:

  • Unused, unopened, or in brand-new condition
  • In original packaging
  • Not listed as non-returnable
  • Accompanied by a valid receipt or proof of purchase (order number/invoice)
  • EU Customers: Enjoy a 14-day "cooling-off period" under EU law (even if opened, provided the item is resellable)

Original Packaging Requirements

Large equipment (e.g., heat presses, printers) requires special protective packaging (reinforced boxes, foam molds, stabilizing brackets) for shipping. Returns must use the original packaging; otherwise, they will not be accepted.

Non-Returnable Items

Due to their nature or inability to be resold, the following items cannot be returned:

  • Customized or personalized products
  • Gift cards
  • Downloadable software or digital products
  • Opened ink cartridges
  • Items purchased via installment plans

Return Process

  1. Contact Customer Support: Email support@heshundigital.com with your order number, reason for return, and supporting photos
  2. Upon Approval: You will receive return instructions
  3. Ship the Item Back: Customers are responsible for return shipping costs (unless the return is due to product defects or our error)

Refund Process

Once we receive and verify the returned item's condition, we will issue a refund to your original payment method. Refunds typically take 5-10 business days to process (depending on your bank/credit card issuer). Note: Original shipping fees are non-refundable.

Exchange Policy

If you need a different size, color, or model, please complete the return process first and place a new order for the desired item.

Damaged or Defective Items

If your item arrives damaged or malfunctioning, please contact Customer Support within 7 days. We will arrange a replacement or refund. Photos or additional details may be required.

Special Orders

The following items are final sale and non-returnable (including but not limited to):

  • Items marked "Final Sale"
  • Clearance products
  • Display models
  • Custom products (e.g., personalized prints)
  • DTF printer consumables (e.g., ink, film)
  • Software

Special Terms

  • Engraving Machines: If accompanying software has been registered/installed, the full software cost will be deducted from the refund
  • Printers: Eligible printer returns may incur a restocking fee

Large Equipment Returns (Heat Presses, Printers)

  • For LCL/LTL freight returns, contact Customer Support
  • Customers cover return shipping (we can provide LCL/LTL quotes)
  • Shipping damage may result in a restocking fee deduction
  • Return-related costs (shipping, restocking fees) will be deducted from the refund

Shipping Damage Policy (7-Day Claim Window)

All equipment is thoroughly inspected before shipment. If damage occurs during transit, we will assist with a replacement.

Claim Requirements:

  • Report within 7 days of delivery
  • Inspect items immediately—if packaging is damaged, notify the carrier on-site
  • Contact Technical Support (support@heshundigital.com) with the order number and damage photos

Thank you for choosing HESHUN! We value your trust and are committed to offering the best prices and service. For questions, email support@heshundigital.com.

Note:

  1. All returns/exchanges must be completed within 30 days of delivery and may incur shipping/restocking fees
  2. This policy may be updated at any time without prior notice