Pre-Orders
Before fulfillment
Some pre-order payments may be reviewed for cancellation or refund if the item has not been prepared, shipped, delivered, or confirmed for pickup.
Customer Policy
Refund & Return Policy
Clear support rules for HE Exchange orders.
HE Exchange reviews refund, return, replacement, and order issue requests based on product condition, order status, inventory, shipping status, and the details provided by the customer.
Delivered Items
After fulfillment
Once an item is picked up, delivered, or shipped, returns may be limited unless the product is damaged, incorrect, defective, or approved by HE Exchange.
Condition
Return review
Items may need to be unused, complete, and in original packaging when possible. Photos or proof may be requested for damaged, incorrect, or defective items.
How to request help
Send the order details.
Email HE Exchange with your name, product, payment email/name, issue description, photos if needed, and best contact. Refunds, replacements, exchanges, or store credit are not automatic and may depend on order status, product condition, and available inventory.