Warranty & Repair
If your warranty only covers manufacturing defects. It does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, transport damage (by airlines for example), nor normal wear and tear.
Yes. Please call our customer hotline at 09174224560 or 8887-4136 to verify warranty eligibility.
Our stores are unable to repair your product but they are able to assist you in getting in touch to our authorized repair representative. Best to call our customer hotline at 09174224560 or 8887-4136.
Certain replacement parts are available for purchase, such as wheels, TSA lock, top and side handles. Orders are subject to availability.
If you are outside of the Philippines and need repair assistance, we can help get you to the right place! Please visit ca.heys.com or email us at (provide local email) for assistance.
Our authorized repair center will evaluate your product and determine its warranty coverage and if they are able to perform the repair.
Return and Exchange Policy
You can return items within 15 days from the receipt of shipment accompanied with its proof of purchase. All return items must be unused, must be in the same condition you received them in, must have all hang tags attached, and must be in the original box. Refunds will be credited to your elected account within 15 days of acknowledgement receipt of returned item.
Exchanged goods must be in the same condition that you received them in. All return items for exchange must be unused, must be in the same condition you received them in, must have all hang tags attached, and must be in the original box. Used products cannot be exchanged.
We do not exchange or refund product(s) that were purchased from other retailers. Accredited Philippine retailers are: SM Store, Fashion Rack Designers Outlet, Lazada, Shopee and Zalora
Items for exchange or refund are subject to quality inspection.
You may opt to exchange your returned product with a different product of greater value. However, before we process the refund, we recommend that our customers place and process a new order on our Shop.
Simply call us at 09174224560 or 8887-4136 for assistance in returning or exchanging your item.
Orders
All orders placed and processed on a regular business day (Mondays to Fridays) will ship out on the next business day. All orders placed on a weekend and/or a national holiday will be processed and shipped out on the next business day.
For Credit and Debit cards, we will process your order and ship out your package once payment has been confirmed.
For Maya, we will process your order and ship out your package once payment confirmation has been received.
Via private couriers for Metro Manila deliveries and via LBC/ J&T for provincial deliveries.
Shipping & Delivery
Shipping Time. Standard delivery takes 3 – 7 business days for Metro Manila and 5 – 12 business days for orders outside Metro Manila. Delivery days exclude weekends and regular holidays.
Estimated delivery times are to be used as a guide only. The delivery date cannot be guaranteed in light of possible uncontrollable instances outside the control of our couriers such as severe weather conditions.
Shipping Rate. Delivery is limited to addresses within the Philippines. Buyer will cover the shipping fee and rate will be based on your location.
For provincial deliveries, please call 09174224560 or 8887-4136 to get your LBC and J&T tracking number.
The customer is responsible for providing the correct and complete delivery details.