Returns & Refund Policy

Welcome to I Heato. We are committed to providing premium customized apparel and precision digital-print garments tailored to your lifestyle.

To ensure absolute transparency and maintain our streamlined, cost-effective service, we manage our cancellation and return requests under the specific guidelines detailed below. By confirming your order at checkout, you acknowledge and agree to these operational terms.

1. Policy at a Glance

Category Return Eligibility Return Destination
Personalised / Bespoke Print Exempt from standard returns (Defects only) Not Applicable
Blank / Non-Custom Stock Permitted within 14 days (Subject to conditions) International Distribution Hub
Faulty or Incorrect Shipments Eligible for complimentary replacement or full refund No return required

2. Personalised & Made-to-Order Apparel (Exempt from Standard Returns)

Every custom-printed piece is uniquely manufactured to the exact specifications of your uploaded artwork and requested size profile. Because these bespoke creations cannot be refurbished or resold to another customer, we maintain a strict no-refund and no-return policy for instances involving:

  • Change of mind or personal preference shifts regarding the design.

  • Incorrect sizing selections (we strongly encourage reviewing our comprehensive sizing chart prior to purchasing).

  • Subjective design variations (including minor discrepancies in print placement, colour saturation, image dimensions, or brightness).

  • Errors embedded in the client's source file (such as typographical errors, low-resolution graphics, or alignment issues).

Please Note: In the rare event that your bespoke garment arrives with a verified printing blunder or structural flaw caused by our facility, please refer directly to Section 6.

3. Non-Custom Blank Garments (Returns to Overseas Hub)

For standard, unprinted merchandise, you are welcome to initiate a return request within 14 days from the date the package is delivered to your address.

Mandatory Conditions for Eligibility:

  • The apparel must be entirely unworn, unwashed, unaltered, and completely free of any damage.

  • All original product tags, labels, and packaging must remain fully intact.

  • Valid proof of purchase, specifically your official order number, must accompany the request.

Logistics & Freight Responsibility:

  • All authorized returns must be dispatched to our central international processing center located in I Heato. The complete shipping coordinates will be provided once your request is validated.

  • The buyer bears full liability and financial responsibility for all return postage expenses. We strongly recommend utilizing a trackable postal network (such as Australia Post with registered tracking), as we cannot verify or compensate for lost inbound parcels.

  • Original shipping fees collected at checkout are strictly non-refundable.

4. Step-by-Step Return Management

To guarantee smooth processing, all eligible standard product returns must strictly follow this protocol:

  • Step 1 – Submission: Reach out to our customer care team via support@iheato.com within 14 days of delivery. Please provide your order number, a brief explanation for the return, and clear photographs showing the current state of the garment and its tags.

  • Step 2 – Authorization: Upon verification, we will issue an official Return Authorization Number (RAN) alongside our international address details for I Heato. Parcels dispatched without an accompanying RAN will be automatically rejected.

  • Step 3 – Dispatch: Securely pack the items in their original protective wrap. Clearly mark the assigned RAN on the exterior of the parcel. Retain your tracking receipt after dropping it off at the post office.

  • Step 4 – Assessment: Allow 3–5 business days for our warehouse team to inspect the returned stock upon arrival. Once cleared, a refund covering the product purchase price (excluding initial freight charges) will be automatically credited to your original payment account.

5. Outbound Shipping Charges

Initial shipping fees collected during checkout represent a direct service charge paid to logistics couriers and are non-refundable once a parcel leaves our facility.

  • This condition applies universally to our flat-rate shipping (e.g., $59AUD) as well as any future priority delivery options.

  • Outbound transit fees are excluded from refunds stemming from regular standard returns or change-of-mind claims.

  • Exceptions to this Rule: If an international return is caused by a documented error on our part (such as a faulty item or incorrect delivery), the entirety of your transaction—including original shipping costs—will be fully refunded.

6. Faulty, Damaged, or Inaccurate Deliveries (Our Responsibility)

Your satisfaction is paramount. If your package (whether bespoke or standard) lands at your door with any of the following critical errors:

  • Manufacturing/Printing Faults: Obvious graphic misalignment, missing elements, or wrong artwork application.

  • Fulfilment Mistakes: An completely incorrect size, colourway, or style variation dispatched in error.

  • Physical Damage: Defective seams, fabric tears, or issues rendering the item unwearable.

Please lodge a claim within 7 days of delivery by emailing support@iheato.com with your order reference and clear photo evidence of the mistake.

You retain full authority to select your preferred resolution:

  1. A complimentary replacement printed and dispatched with zero added fees.

  2. A complete refund covering both the item and original shipping fees, with no need for international return shipping.

7. Order Amendment & Cancellation Windows

Because our automated production queue triggers quickly to maintain fast turnaround times, cancellation windows are strictly limited to the following parameters:

  • Bespoke / Custom Orders: Modification or cancellation requests must be received within 6 hours of transaction completion.

  • Standard Stock Items: Cancellation windows close exactly 24 hours post-purchase.

Once an item enters the physical production line or sorting stage, no adjustments can be accommodated. For urgent requests, please contact support@iheato.com immediately.

8. Processing Times for Refunds

Following official confirmation, monetary refunds are routed back to the financial account used during checkout within these standard frames:

  • Standard Inventory Returns: 5–10 business days following warehouse verification and sign-off.

  • Fulfilment Faults / Prompt Cancellations: 3–5 business days from the date of support approval.

9. Customer Care & Contact

For any inquiries, operational questions, or support regarding our policy, please connect with our team directly:

  • Digital Storefront: I Heato

  • Inquiry Email: support@iheato.com

  • Direct Line: https://www.iheato.com/

  • Corporate Entity: Shangrao Hewu Garments Co., Ltd.

  • Business Registration No: 91361124MAK8PDEE6Q

  • Physical Address:
    Yanshan County, Shangrao City
    Jiangxi Province, 334500
    China

  • Operational Hours: Monday through Friday, 9:00 AM – 5:00 PM (AEST / GMT+10:00)