Refund policy
At Heightitude, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer a clear and transparent return and refund process in accordance with the conditions outlined below and applicable consumer protection laws.
Return Period
You may return your order within 30 days of receipt.
To be eligible for a return, the item must meet the following conditions:
- Unused and in original condition
- Returned in the original packaging
- Free from signs of use, wear, or damage not caused during transport
Returns that do not meet these conditions may be rejected or only partially refunded.
Return Shipping Costs
The customer is responsible for all return shipping costs.
We strongly recommend using a tracked and insured shipping service to ensure the safe return of the item. Heightitude is not responsible for lost or undelivered return shipments.
Processing Fee
A processing fee of €10 will be deducted from the refund amount for each returned order.
This fee covers inspection, handling, processing, and repackaging costs.
How to Start a Return
To request a return, please contact our customer support team at contact@heightitude.com.
Please include the following information in your request:
- Order number
- Reason for return
- Photos of the product (required if the item is defective or damaged)
Once your return request has been reviewed and approved, you will receive detailed return instructions and the return address. Returns sent without prior approval may not be accepted.
Refunds
Once your return has been received and inspected by our supplier, your refund will be processed within 7 days.
Refunds are issued exclusively to the original payment method used for the purchase.
The applicable processing fee will be deducted from the refund amount.
Items that are returned used, worn, damaged, or not in their original condition may be rejected or refunded partially at our discretion.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery and provide clear photographic evidence.
In such cases, we will offer either a free replacement or a full refund, including applicable shipping costs.
Delayed or Missing Refunds
If you have not received your refund after the stated 7-day processing period:
- Please recheck your bank account or payment provider
- Contact your bank or payment service, as processing times may vary
- If the issue persists, contact us and we will assist you promptly
Items That Cannot Be Returned
For hygiene and safety reasons, the following items are not eligible for return:
- Items returned without original packaging
- Items showing signs of use or wear
- Final sale or clearance items (where clearly indicated)
Exchanges
We currently do not offer direct exchanges. If you require a different size or color, please return the item in accordance with this policy and place a new order.
Statutory Consumer Rights
This Return & Refund Policy does not affect or limit any mandatory consumer rights you may have under applicable local laws, including statutory rights relating to defective or non-conforming goods under EU, UK, or other consumer protection legislation.
Contact Information
If you have any questions regarding returns or refunds, our support team will be happy to assist you.
Email: contact@heightitude.com
Address: 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom
Customer Service Hours
Our team is available Monday to Friday, 9:00 AM – 5:00 PM (UTC).
We aim to respond to all inquiries within 24 hours on business days.