Last Updated: September 22, 2026

 

 

You may request a return within 30 days of delivery. Late requests will not be accepted.

 

 

1. Email service@heimlinen.com with your order number and the item(s) you wish to return.

2. We will reply within 24 hours (Monday–Saturday) with return instructions. For oversized items, we will also confirm the exact deduction amount in writing before you ship anything back.

3. Ship the item back in its original packaging. If the original box is no longer available, a similar sturdy box is acceptable.

4. Once your return is received and inspected, your refund is issued to your original payment method within 3–5 business days.

 

 

Returned items must be unused, unwashed, undamaged, with all original tags, parts, and packaging included. Furniture must be returned unassembled.

 

 

Quality issues are always free. If your item arrives defective, damaged, or incorrect, we will refund you in full — including any shipping fees — or send a replacement at no cost. See Section 5.

 

For non-quality returns (changed mind, wrong size ordered, no longer needed) and refused deliveries:

 

- Standard items, in-window and in original condition: you pay the return shipping. No restocking fee — the item price is refunded in full.

- Standard items, returned after the 30-day window or not in original condition (used, washed, damaged, missing parts): returns are not accepted and no refund will be issued. You may have the item shipped back to you at your expense, or we will dispose of it.

- Oversized items (furniture and large parcels, marked "Oversized" on the product page): a restocking fee of 25% of the item price applies, capped at the actual shipping & handling costs we incurred (returned oversized items typically cannot be resold and are written off). The exact amount is confirmed in writing by email before you ship anything back. The deduction never exceeds the amount you paid. If the deduction would leave only a small refund, we will instead offer you a partial refund with no return required, or a replacement — whichever you prefer.

- Final Sale items (marked "Final Sale" on the product page): not eligible for non-quality returns.

 

All deductions are itemized in your refund confirmation email before processing. There are no other hidden or additional charges.

 

 

Please contact us at service@heimlinen.com within 7 days of delivery with your order number and photos. You do not need to return a damaged item before we resolve your case. At your choice, we will:

 

- Provide free replacement parts or a full replacement — shipped at no cost

- Issue a full refund, including any shipping fees

- Offer a partial refund with no return required (common for oversized items)

 

 

The following cannot be returned for non-quality reasons:

 

- Items marked "Final Sale" on the product page (typically very large structures such as garages and sheds, where return freight would approach or exceed the item’s value — always shown on the product page before you order)

- Customized / made-to-order items

- Gift cards

 

Final Sale and customized items remain fully covered for quality issues: if such an item arrives defective, damaged, or incorrect, we will repair, replace, or refund it in full.

 

 

If you refuse delivery, the same deduction rules as Section 4 apply based on the item type. If a delivery fails because the address was incorrect or incomplete, or because the recipient was unavailable for a scheduled freight appointment, additional re-delivery or return costs caused by this will be deducted from the refund. Costs are only passed on when the failure is caused by customer-side issues — not carrier-side issues, which we cover ourselves.

 

 

- Regular items: you may cancel for a full refund at no charge before shipment — email us within 2 hours of ordering, or any time before the tracking number is generated. Orders that have already shipped cannot be cancelled; please use the return process instead.

- Customized / made-to-order items: cancellation is free within 24 hours of placing your order. Once production has begun (typically after 24 hours), cancellations are no longer accepted, because production is started specifically for your order.

 

 

Refunds are issued to your original payment method within 3–5 business days after your return is received and inspected (or, for quality issues, after you accept a resolution). Depending on your bank or card issuer, it may take an additional 5–10 business days for the amount to appear in your account.

 

 

We do not offer direct exchanges. The fastest way to get a different item, size, or color is to return your order for a refund and place a new order.

 

 

After-Sales: service@heimlinen.com

Pre-Sales: support@heimlinen.com

Company: Ningbo Fangzhen Information Technology Co., Ltd.

Address: Room 6-1-27, Building 3, No. 15, Lane 587, Juxian Road, Ningbo High-tech Zone, Ningbo, Zhejiang Province, China 315000

Tel: +86 574 8791 8536 (Mon–Sat, 9:00–18:00 GMT+8)