Refund policy
Last updated: September 8, 2026.
A clear process for eligible returns, refunds and order problems. Please contact us before sending any item back so that we can confirm eligibility and provide the correct return instructions.
1. Seller and return window
Hetyo is the customer-facing store name used by Guangzhou Laixiu Bar E-commerce Co., Ltd (the “Company”, “we”, “us” or “our”). The Company operates www.hetyo.com and is the seller responsible for orders placed through this store.
You may request an eligible return within 30 calendar days after delivery. Include your order number, the item concerned and the reason for the request. This policy does not reduce any mandatory consumer rights available in your location.
2. Condition of returned items
For a change-of-mind return, the item must be unused, unwashed, complete and substantially in the condition received, with its original packaging, accessories and included parts. Proof of purchase from this store is required.
Items showing wear, odors, stains, misuse, alteration, accidental damage or missing components may be refused or may qualify only for a reduced refund where permitted by law. Opening the outer shipping package alone does not automatically make an item ineligible.
3. Exceptions
Items that cannot safely be resold for hygiene reasons after use may be excluded from change-of-mind returns where that restriction was disclosed before purchase and is lawful. Clearly identified final-sale, personalized or custom-made products may also be excluded where permitted by law.
These exceptions do not remove remedies for products that arrive damaged, defective, materially different from their description or incorrectly supplied. Products purchased from another retailer must be returned through that seller.
4. How to request a return
Email support@hetyo.com within the applicable return window.
Include your order number, item name, reason for return and relevant photos when requested.
Wait for written approval and any packing or labeling instructions.
Pack the approved items securely and keep the carrier receipt and tracking information.
Return address
Approved returns should be sent to:
Room 207, 2nd Floor, No. 7 Xinfa Road, Lanhe Town, Nansha District, Guangzhou City, China
Phone: +86 16645019630
Please contact us before sending any item back so that we can confirm eligibility and provide the correct return instructions. Unauthorized, unidentified or cash-on-delivery returns may be delayed or refused where permitted by law.
5. Return costs and original shipping charges
We do not charge a restocking or return-handling fee for an eligible return. For an eligible change-of-mind return, the customer is generally responsible for return shipping. Customer support will confirm the approved return method before you send the parcel. If we provide a return label, follow the instructions supplied with that label.
Original outbound shipping charges are not refundable unless required by law or we confirm otherwise. If we confirm that an item was damaged, defective or incorrect, we will explain the applicable prepaid label, replacement, collection or reimbursement arrangement. We will not require you to bear costs that applicable law places on us.
6. Damaged, defective, incorrect or missing items
Inspect your delivery promptly. For visible shipping damage, contacting us within 14 days after delivery helps us investigate with the carrier, but this request does not limit any longer statutory right. Include the order number and a clear description; photos of the product, shipping label and packaging are helpful when available.
Keep the product and packaging until our review is complete. Depending on the facts and applicable law, the remedy may include a replacement, repair, return or refund.
7. Inspection and refunds
After an authorized return arrives, we inspect it and notify you of the result. When a refund is approved, Hetyo will initiate it to the original payment method within 5 business days after inspection and approval for the eligible amount actually paid after discounts. Your bank or payment provider may then require an additional 5–10 business days to post the funds; that posting period is outside Hetyo’s control.
If a returned item is incomplete or not in the approved condition, any lawful reduction will be explained. Currency conversions, exchange-rate differences and third-party bank charges are controlled by the payment provider.
8. Sets, replacements and exchanges
A set or multipack should be returned with all included components for a full refund unless we approve a partial return. Direct exchanges and replacements depend on availability and are not guaranteed. Customer support will explain the available option for the circumstances.
9. Cancellations and order changes
Contact support@hetyo.com within 24 hours after placing the order if you need to request a cancellation, address correction or other change. We will try to help before processing or dispatch, but a change or cancellation cannot be guaranteed once fulfillment has begun. An order that has already shipped cannot be changed. Eligible products may still be considered under the normal return process after delivery.
10. Consumer rights and contact
Nothing in this policy excludes a liability, right or remedy that cannot lawfully be excluded. If a mandatory consumer rule conflicts with this policy, that mandatory rule applies to the relevant extent.
Company and Contact Information
Store operator: Guangzhou Laixiu Bar E-commerce Co., Ltd
Registration Number: 91440115MA59DBWD55
Registered Address: Room 207, 2nd Floor, No. 7 Xinfa Road, Lanhe Town, Nansha District, Guangzhou City, China
Customer Support Email: support@hetyo.com
Customer Support Phone: +86 16645019630
Return Address: Room 207, 2nd Floor, No. 7 Xinfa Road, Lanhe Town, Nansha District, Guangzhou City, China
Return Contact Phone: +86 16645019630