Return Policy

Last updated: July 2026

Our Commitment

At H.E. Marketing (Pvt) Ltd, we take pride in delivering premium quality products. If something is not right with your order, we want to make it right. Please read the following policy carefully before requesting a return or refund.

Return Eligibility

You may request a return or replacement within 7 days of delivery if your order meets one or more of the following conditions:

  • The product arrived damaged or broken during transit.
  • The product received does not match your order (wrong item or variant).
  • The product was delivered past its expiry or best-before date.
  • The product has a visible manufacturing defect.

We reserve the right to request photographic evidence of the issue before processing a return or replacement.

Non-Returnable Items

The following items are not eligible for return:

  • Opened or partially consumed products.
  • Products that have been stored or handled improperly after delivery.
  • Orders where the return request is made more than 7 days after delivery.
  • Items purchased during a clearance or final sale promotion (clearly marked at the time of purchase).

How to Request a Return

To initiate a return or replacement, please contact us within 7 days of receiving your order:

Email: info@he-marketing.com
Phone: +94 70 430 3147
Hours: Monday – Saturday, 8:00 AM – 8:00 PM

Please include the following when contacting us:

  • Your order number or confirmation email.
  • A brief description of the issue.
  • Clear photos of the product and packaging (required for damaged or incorrect items).

Our team will respond within 2 business days to advise on next steps.

Replacements

Where a valid return is approved, we will offer a replacement of the same product at no additional charge. Replacements are subject to stock availability. If the product is out of stock, we will offer a full refund instead.

Refunds

If a refund is approved, it will be processed to your original payment method within 7–14 business days, depending on your bank or card issuer. Delivery fees are non-refundable unless the return is due to an error on our part (wrong item, defective product, or non-delivery).

Refunds are processed through PayHere and will appear on your statement as a PayHere transaction. We are not responsible for delays caused by your bank or payment provider.

Order Cancellations

If you wish to cancel an order, please contact us immediately after placing it. Orders can only be cancelled before they have been dispatched. Once dispatched, orders cannot be cancelled and the standard return process will apply.

Questions

If you have any questions about this policy, please reach out to us at info@he-marketing.com or visit our Contact Us page.