RETURN POLICY

Thank you for shopping at we (heygraff.store, operated by DAYOU INTERNATIONAL LIMITED.)!
We want you to be fully satisfied with your purchase. If for any reason you are not, we provide a clear and transparent return & refund policy.

1. Return Period

You may request a return or exchange within 14 days from the date you receive your order.

After 14 days, unfortunately we cannot offer a refund or exchange.

2. Return Conditions

Items must be unused, undamaged, and in their original packaging.

Customized or personalized items (including made-to-order or limited edition items) cannot be returned unless defective or damaged.

Proof of purchase (receipt or order number) is required for all returns.

3. Return Process

Contact us at service@heygraff.store to request a return authorization.

Our customer service team will respond within 2 business days and provide you with the return address.

Ship the item back to us and provide the tracking number for confirmation.

4. Shipping Costs

If the return is due to a quality issue or our mistake (e.g., defective or wrong item), we will cover the return shipping costs.

If the return is for non-quality reasons (e.g., change of mind, wrong size), the customer is responsible for the return shipping costs.

5. Refund Process

Once we receive and inspect the returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved, the refund will be processed within 7 business days and automatically applied to your original method of payment (credit card, PayPal, etc.).

Refund processing time may vary depending on your bank or payment provider.

6. Exchanges

If you would like to exchange an item, please contact us first with the reason for the exchange.

Replacement items will be shipped within 3–5 business days after we receive the returned item.

7. Contact Us

If you have any questions about our return or refund policy, please contact us:

Email: service@heygraff.store

Phone: +852 96571017

Company Address: Flat D,9/F, The Blue Yard,  1 Tai Uk Street, Tsuen wan Hong Kong.