Return policy
Your satisfaction is our top priority at Weihai Heron SCM Co., Ltd. We stand behind the quality of our products and are committed to ensuring you are completely satisfied with your purchase. This return and refund policy provides detailed information about our procedures for returns, exchanges, and refunds, designed to make the process as straightforward and hassle-free as possible.
We believe in providing clear guidelines that help you understand what can be returned, how to initiate a return, and what to expect throughout the process. We are committed to processing returns quickly and fairly, ensuring that you receive your refund or replacement in a timely manner.
To be eligible for a return, items must meet the following requirements. Understanding these conditions before initiating a return helps ensure a smooth process and prevents unnecessary delays.
Items must be new, unused, and unopened — exactly as received, with no signs of use, wear, damage, or alteration.
Returns must be initiated within 30 days of the delivery date, as indicated by the carrier's delivery confirmation.
All original packaging, tags, labels, manuals, warranty cards, and accessories must be included with the return.
Items must be free from damage, wear, odors, or stains — anything that would prevent the item from being sold to another customer.
For health, safety, and business reasons, certain items cannot be returned. Please review these exclusions before purchasing.
Items that have been personalized, customized, engraved, or monogrammed cannot be returned, as they are made specifically for you and cannot be resold. Please double-check all customization details before confirming your order.
Items that have been used, worn, installed, assembled, or altered in any way are not eligible for return. For health and safety reasons, items that have been in contact with the body cannot be returned. If you're unsure about an item, contact us before using it.
Digital products, software licenses, downloadable content, and gift cards cannot be returned once purchased, as their use cannot be reversed once accessed or downloaded.
Items purchased during final sale, clearance, or special promotional events are not eligible for return unless defective. These items are clearly marked — please review sale terms carefully before purchasing.
Contact our customer service team at support@heronbbq.com with your order number, the item(s) you wish to return, and the reason for the return. Include photos if the item is damaged or defective — this helps us process your return more efficiently.
After reviewing your request, we will issue a Return Authorization (RA) number along with detailed return shipping instructions. This RA number must be clearly visible on your return package. Returns sent without proper authorization may be delayed or rejected.
Carefully repack the item in its original packaging with all accessories and documentation included. Mark the RA number prominently on the outside of the package. We recommend using the original packaging materials to protect the item during transit.
Tip: Inspect items promptly upon receipt. The 30-day return window begins on the delivery date — initiating your return early avoids missing the deadline.
If you have questions about returns, need help with a return request, or have concerns about a refund, our support team is here to help. Please include your order number and RA number (if applicable) when reaching out so we can assist you as quickly as possible.