This Return Policy describes our exchange and return guidelines and processes for purchases made through our website www.h-e-b.us.com (the “Site”).
Please review this Return Policy thoroughly prior to placing orders. This policy governs return eligibility and handling for products purchased on our Site. By placing an order, you agree to this Return Policy.
Returns Overview
If you are not fully satisfied with any item you purchase through our Site for any reason, you can return it to us for an exchange or refund. We aim to handle all returns promptly, conveniently and fairly.
You have 30 days from receipt to return products for a full refund or exchange. We’ll also reimburse standard shipping charges on returns.
Items must be returned in original condition with tags and packaging included. We unfortunately cannot process returns or exchanges for gift cards, personalized items, or special orders.
To initiate a return, please contact us so we can provide details and arrange pickup or drop off of the return shipment. We’ll walk you through the entire process to make it hassle-free.
Below are more details about our returns process and policies.
Return Shipping
To initiate a return, please contact us through the following channels:
Email: returns@h-e-b.us.com
Phone: 1-800-555-4843
Live chat on our website
Please have your order number and details about the reason for return handy to expedite assistance.
After contacting us, we will email a return shipping label to you to print out along with return instructions. Affix the label to your return package. For larger items, we may dispatch a carrier to pick up the return directly.
Return shipping is free for all eligible returns. Refunds will be issued once the returned item is received and inspected by us, generally within 2 weeks of receipt.
We recommend returning items as soon as possible and well before the 30 day window expires in case issues arise. Pack items with care to avoid damage during transit. We cannot issue refunds for returns lost or damaged in transit if not packed appropriately.
Refund Methods
Refunds are issued once we receive and process the return at our fulfillment center. We will notify you by email when the refund is processed.
Refunds are generally issued to the original payment method used to place the order. For credit card purchases, refunds will be credited back to the same card. For PayPal purchases, refunds are credited back to PayPal.
Please allow 7-10 business days for the refund to show in your account as it depends on your bank/card’s processing times.
If the original payment method for the order is no longer available for any reason, please contact us to arrange an alternate refund method.
Return Reasons and Eligibility
We accept returns on most items sold through our Site for any reason, no questions asked. Common return reasons include:
- Item defective, damaged or malfunctioning
- Product does not match description or photo
- Order was inaccurately fulfilled
- Product arrived too late
- Simply changed mind or decided to return
We want to ensure you are fully happy with every purchase. If our product fails to meet expectations for any reason, we will make it right with a refund, exchange or other accommodation.
Certain products have special restrictions or return exceptions including:
- Custom or personalized orders
- Items marked final sale
- Gift cards, prepaid cards or e-gift certificates
- Mattresses and bedding
- Special order and closeout items
- Assembly required furniture
- Perishable items like food, plants or flowers
- Digital downloads, services or software
- Newspapers, magazines, books, DVDs
- Intimate apparel and perfume
Please check listings closely before ordering as we cannot accept returns for restricted items unless defective.
Returns must also adhere to the following guidelines:
- Item is returned within 30 days of delivery
- Item is unused in original packaging
- Original receipt or order details are provided
- Item is not damaged by customer misuse
We reserve the right to refuse returns that do not comply with these standards.
Exchanges
If you prefer to swap an item for a different size, color, or similar replacement, we are happy to exchange returned items for free provided inventory is available.
To request an exchange, please contact us and specify the replacement item desired. We will ship out the exchange item once we receive the return. Exchanges are usually processed within 2 weeks.
Only unworn, unused items in original condition with tags attached qualify for exchange. Exchanges are issued for identical items whenever possible. If the replacement item costs more, you will be responsible for the price difference.
If the replacement costs less, we will refund the difference to your original payment method once the return is processed. Exchange refunds may take 1-2 billing cycles to appear on your statement.
Damaged or Defective Items
On occasion, damage or defects may escape detection before shipping an order. If you receive a damaged, defective or inaccurate item, please refuse delivery if possible or contact us immediately after discovering the issue.
We will make any damaged, defective or inaccurately fulfilled order right with a refund, replacement or other remedy. Please hold onto the item with original packaging and send us photos documenting the damage or defects for assessment.
Once reported, we will provide a prepaid return shipping label for the damaged item. Refunds are issued once we receive and validate the return at our fulfillment center. Please allow 1-2 weeks from return pickup until the refund is processed.
For perishable items like food or plants that may spoil before the return process is completed, please dispose of the item after reporting the issue but before expiration. We will still provide a refund or replacement.
Lost or Stolen Packages
Please notify us as soon as possible if your order does not arrive on schedule or appears lost in transit so we can investigate.
If a carrier tracking number indicates “delivered” but you did not receive your package, it may have been stolen after delivery or delivered to the wrong address accidentally. Please check with neighbors and around the delivery location. Also file a report with the carrier since insurance claims must be initiated by the recipient.
For lost or stolen packages, we will work quickly to provide a replacement shipment or full refund. We simply need confirmation from you and the carrier the package is officially lost.
Changed Your Mind?
Want to return an item for no particular reason and have simply changed your mind? Not a problem!
We offer full refunds on all returns within 30 days of receiving your purchase regardless of reason. No questions asked.
Maybe the item did not suit your needs or style as expected, was purchased by mistake, or is no longer wanted. We understand buying decisions don’t always work out as intended. That’s why we back all orders with a generous return policy.
To qualify for a “change of mind” refund, items must be unused, unopened, undamaged and returned in original condition with tags attached.
Please start a return within 30 days of receiving your order. We want you to feel good about every purchase. So if an item is just not right for you for any reason, let us know so we can make it right.
Receiving a Damaged Shipment
If a product arrives visibly damaged due to shipping, please reject the package if possible. Otherwise, accept delivery but make note on the carrier’s receipt before signing. Retain all original packaging and take pictures documenting any damage.
Contact us immediately with details and pictures so we can arrange return shipping, provide a replacement, or issue a refund as needed. We will also file any necessary claims with the carrier based on the noted damage and photo documentation.
For concealed damage not visible on delivery, yet apparent upon opening, follow the same steps of retaining all packaging, taking photos, and alerting us promptly so we can make it right.
Contact Us
If you have any other questions or concerns about our returns process, need help initiating a return, or run into any difficulties, please contact us immediately.
You can reach our helpful Customer Service team by:
Phone: 1-800-555-4843
Email: help@h-e-b.us.com
Live chat on our website during business hours
We aim to make returns and exchanges hassle-free. We are here to help if you encounter any issues or have questions about our return process.
This concludes the Return Policy for the Heb website. Let me know if you would like me to modify or expand this draft in any way.
