Refund and Returns Policy

Last updated: July 08, 2025

At Heneun, we take full responsibility for every product shipped directly from our workspace at 323 S Main St, Ithaca, MI 48847, United States. If something doesn’t meet your expectations, we want to make it right—with a clear, reliable, and fair return policy that applies equally to both customers in the United States and Kenya.

Return Policy Summary

1. Return Window

You may return any eligible item within 45 calendar days of the delivery date. This return window applies to customers in both the U.S. and Kenya. We use the official tracking system to determine the delivery date. Returns requested after 45 days cannot be accepted due to inventory handling and hygiene standards for apparel.

2. General Return Conditions (All Countries)

To qualify for a return, the item must meet all the following:

• Unworn and unwashed:
  The shirt should be in new condition—no signs of being worn, washed, or stretched.

• No stains, scents, or damage:
  It must be free of any deodorant marks, perfume, makeup, pet hair, or visible wear.

• Tags and original packaging:
  If tags were included, they must be intact. Return the item using the original packaging or equivalent protective material.

• Same item received:
  You must return the exact item you originally ordered—no replacements or swaps.

• Proof of purchase:
  A receipt, order confirmation, or email must be presented when requesting a return.

These conditions ensure that every returned item remains hygienic and suitable for resale or donation. If any requirement isn’t met, Heneun reserves the right to reject the return.

3. If It’s Our Fault (Damaged, Defective, or Wrong Item)

You qualify for free return shipping if we made a mistake, such as:

• Sending the wrong size, color, or design.

• The product arrives with misprints, torn fabric, broken seams, or print quality issues.

• The shirt is defective in construction or doesn’t match sizing standards.

In these cases, Heneun will provide a prepaid return label and cover all shipping costs.

Refund or replacement?
You choose. We can issue a full refund (including original shipping) or send a replacement—if stock is available.

4. If You Changed Your Mind or Ordered the Wrong Size

You can return the product if:

• You ordered the wrong size.

• You changed your mind.

• The shirt doesn’t match your personal taste.

As long as the item meets the conditions in Section 2, you’re welcome to return it. However, you’ll need to cover the return shipping cost. We recommend using a tracked shipping method and sturdy packaging.

Refund amount: Only the product’s price will be refunded. Shipping fees (original and return) are not refundable.

5. What You Can’t Return

We do not accept returns for:

• Final sale or clearance items.

• Customized shirts (e.g. with your own image, name, or measurements), unless defective.

• Shirts that have been worn, washed, stained, or damaged after delivery.

• Digital items or gift cards.

Customized and worn clothing cannot be reused or resold. These rules help us protect hygiene standards and ensure fairness.

6. Where to Send Returns

All returns—regardless of country—must be sent to: Heneun – Returns Department Address: 323 S Main St, Ithaca, MI 48847, United States. We do not operate warehouses outside the U.S., so all returned items must be sent to this address.

7. Refund Processing (U.S. and Kenya)

Once we receive and inspect the return, we’ll process your refund within 8 business days.

• Refunds are issued in USD to your original payment method (e.g. credit card, PayPal).

• You’ll receive an email confirmation once the refund is completed.

Please note that your bank or provider may take 3–7 more business days to post the funds. We process our side quickly, but the rest depends on your bank.

8. How to Request a Return

Here’s how to start a return:

1. Contact us via email at [email protected] within the return period.

2. Include your order number and explain why you’re returning the item.

3. If your item is damaged or incorrect, attach clear photos showing the issue. Providing clear information and photos helps us resolve your issue faster.

4. Wait 1–2 business days for a response. We’ll send instructions and, if applicable, a prepaid label.

9. Shipping Times & Costs (Reminder)

Processing Time:
All orders ship within 1–2 business days after purchase.

Transit Times:

• U.S.: 4–6 business days, $4.99 flat rate (Free for orders over $89)

• Kenya: 9–12 business days, $9.99 flat rate

No extra taxes or customs duties for either U.S. or Kenya customers. We cover import-related costs upfront so you won’t face surprises at delivery.

10. Questions or Help?

If you have questions or need help deciding whether your order qualifies for return, feel free to contact:

Address: 323 S Main St, Ithaca, MI 48847, United States

Email: [email protected]

Phone: +1 (989) 464-4030

Form: Contact Us

Support Hours: Mon–Sun: 8:00 AM-5:00 PM EST