Refund policy

Thank you for shopping with HEARTY CARE ELDERLY SERVICE LIMITED. We want you to be completely satisfied with your purchase. If you are not satisfied with your order, we are happy to assist you according to the terms below.

1. Return Period

We accept return requests within 30 days after the date you receive your order.

To be eligible for a return, the item must:

• Be unused and in its original condition;
• Include all original packaging, tags, and accessories;
• Include proof of purchase or order information.

Items that do not meet these requirements may not be accepted.

2. How to Request a Return

To request a return, please contact our customer service team at:

Email: service@hearlife.shop

Please include:

• Order number;
• Reason for return;
• Photos or relevant details (if applicable).

Do not send items back before receiving return approval from our customer support team. Unauthorized returns may not be accepted.

3. Return Shipping

Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.

After your return request is approved, we will provide the return instructions and shipping details.

Please send your return package only to the address provided by our support team.

Return Address:
Unit 1338,13/F, Wang Fai Building, 29 Luk Hop Street, San Po Kong, Wong Tai Sin District, Kowloon

4. Damaged, Defective, or Incorrect Items

Please check your order carefully after delivery.

If you receive:

• A damaged item;
• A defective product;
• An incorrect item;

please contact us within 48 hours after delivery and provide photos or relevant information.

We will review the issue and provide an appropriate solution, including replacement, refund, or other assistance when applicable.

5. Non-Returnable Items

Certain products may not be eligible for return, including:

• Customized or personalized products;
• Used or damaged items caused by customers;
• Clearance or final sale items;
• Gift cards;
• Products restricted by applicable laws.

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

6. Exchanges

If you need to exchange an item, please contact our customer support team first.

In many cases, the fastest solution is to return the original item after approval and place a new order for the replacement product.

7. European Union Customers

For customers located in the European Union, you may have the right to cancel or return your order within 14 days after receiving your purchase, according to applicable consumer protection laws.

Returned items must remain unused, in their original condition, and include original packaging and proof of purchase.

8. Refund Process

Once we receive and inspect your returned item, we will notify you regarding the approval status of your refund.

If approved:

• The refund will be issued to your original payment method;
• Processing time may take up to 10 business days;
• Your bank or payment provider may require additional processing time.

If you have not received your refund after the stated processing period, please contact us:

Email: service@hearlife.shop

9. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Company: HEARTY CARE ELDERLY SERVICE LIMITED
Email: service@hearlife.shop