Returns & Refunds

Contact us first

Email support@heydowhat.com with your order number, the item and the reason for your request. For a damaged, faulty or incorrect item, include clear photos of the item, packaging and shipping label where relevant. Avoid including unnecessary personal information in photos. If photos are not possible, tell us what happened.

We review refunds and replacements individually and reply by email with a decision, questions or return instructions. Submitting a request does not automatically issue a refund or replacement. This review does not limit rights you have under applicable law.

[OWNER TO COMPLETE: return-request deadline after delivery, time allowed to send an approved return, item condition requirements and any product exclusions.]

Cancellation before dispatch

Contact us as soon as possible if you need to cancel. If your order is cancelled before dispatch, we refund the full amount, including shipping and any import charges. Once dispatched, the return process applies.

Returning an item

Customers pay return postage unless applicable law requires otherwise. Contact us before sending anything back: we will provide the return address and instructions by email. Do not assume the address on the parcel is the return address. Keep proof of postage and tracking.

[OWNER TO COMPLETE: return destination country and any return-routing conditions customers need to know before purchase. The exact address will be supplied with return instructions.]

Refunds after dispatch

Import duties, VAT and carrier charges are not refunded after dispatch unless we recover the amount from Yanwen, or the charge is tax we collected ourselves and have not yet remitted. Any refund required by applicable law takes precedence. USA launch orders have no import-charge amount to refund.

[OWNER TO COMPLETE: whether original outbound shipping is refunded for each return reason; inspection and refund-processing timeframe; replacement arrangements.]

Approved refunds are issued to the original payment method through the payment provider. We will tell you when a refund has been issued; your bank or payment provider controls when it appears in your account.