At The Supply Heaven, we are committed to ensuring your satisfaction with every purchase. We understand that sometimes issues may arise with an order, and we want to make our returns and replacement process as simple and transparent as possible. Please review our policy carefully before making a purchase.
1. Replacement Policy Only
At The Supply Heaven, we do not offer refunds or returns. Instead, we provide replacements for eligible products under the conditions outlined below.
2. Eligibility for Replacement
To be eligible for a replacement, the product must meet the following conditions:
• Damaged Products: If the product you receive is damaged, you are eligible for a replacement. Please refer to the “Required Documentation” section for details.
• Incorrect Size or Model: If you receive a product in the wrong size or model than what you ordered, a replacement can be requested.
• Defective Products: If the product arrives with a manufacturing defect, you may request a replacement.
Conditions Not Eligible for Replacement:
• Change of mind after purchase.
• Products that have been used or altered from their original condition.
• Products without sufficient proof of damage or defect.
3. Required Documentation
For a replacement to be processed, customers must provide the following:
• Unboxing/Opening Video: A clear and continuous video from the time the package is opened is required as proof in case of damage, defects, or incorrect sizing/model issues. Without this video, we will be unable to process your replacement request.
• Photos of Damage or Defect: High-quality photos of the damaged or defective product may be required in addition to the unboxing video.
4. Replacement Timeframe
Customers have 5 days from the date of delivery to request a replacement. Requests made after this period will not be accepted. Please ensure that you inspect the product as soon as it is received.
To initiate a replacement request, please contact our support team at [Insert Contact Email] within 5 days of receiving your order. Be sure to include your order number, the reason for the replacement request, and attach the required documentation (unboxing video and photos).
5. Process for Replacement
Once your replacement request has been received and approved, we will:
• Arrange for a new product to be shipped to you.
• Notify you via email with details of the replacement shipment.
Replacements are subject to stock availability. In case the item is out of stock, we will inform you of the next available options.
6. Shipping Costs for Replacement
If the replacement is approved due to damage, incorrect size, or a defective product, The Supply Heaven will cover the shipping costs for the replacement. You may be required to return the original item before the replacement is processed, depending on the case.
7. Exclusions
The following situations are excluded from our replacement policy:
• Products without an unboxing video.
• Products returned without prior approval.
• Any item that has been altered, used, or damaged after delivery.
8. How to Initiate a Replacement
To request a replacement, please contact us at:
• Email: support@thesupplyheaven.com
Make sure to include the following in your request:
• Your order number
• The reason for your replacement request
• Attach the unboxing video and relevant photos
We aim to respond to all replacement requests within 48 hours of receipt.
9. Non-Returnable & Non-Refundable Items
Please note that we do not offer returns or refunds on any product. Replacements are the only resolution available under this policy.
We appreciate your understanding and cooperation with our replacement-only policy. Our aim is to ensure that you receive high-quality products, and we are here to assist with any issues that fall within the scope of this policy.
For any questions, please contact our support team.