How quickly can I return an item?
As long as the product is unopened and still in its original condition and packaging you can return within 7 working days from the date of received. Please fill out our Contact Form and send us pictures of the item or send an email.
Kindly send back the item to heelys Office: ATIQ LIUSIE General Trading PO BOX 7297, IMPZ PLOT # C.22 Dubai Production City Opposite of Sign works Dubai, UAE . Cost of delivery will be charged to the customer.
What form of refund can I get?
Once the product has been evaluated and it’s eligible for return, we will issue a store credit that you can use to order a replacement item or you can use it on your next purchase. The price should not more than the value from the item(s) purchased. It will be valid for 3 months.
What if I receive an item with manufacturing defect?
If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please send us email with pictures and details of the item showing the fault or damaged part and we will then start investigating the problem.
We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.
If the item is confirmed to have a manufacturing defect by our product experts and technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.
If it’s already more than 7 working days from the date of delivery, we will repair the item.
Should you decide that you do not want a replacement and the return request was received within 7 working days from the date of delivery, we will issue a store credit valid for 6 months from the issue date. Kindly note that we are unable to process a cash refund.
If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.
Products we can’t refund or replace
Products we can’t process for return are listed below:
- Products with extended delivery time
- Size’s requested. If the shoe size is mistakenly ordered this is good as sold and could not be replaced. Thus, kindly make sure that sizes requested are correct.
- Items on sale
- Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
- Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period
- Items that have been assembled, used, altered or installed, unless defective
- Items that were sealed and require their hygienic levels to be intact from the manufacturer
- Santa delivery orders are not eligible for return and refund unless damaged
Further exceptions are mentioned along with the product description.
How long does it take for the whole return and exchange process to be completed?
We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.
Refunds to credit card usually takes 7-10 working days from when we have received and evaluated the product.
What delivery destinations does the Heelys return policy apply to?
Our return policy is applicable to items delivered within the UAE only. We are unable to process a return for items shipped to any other destination.
Please note that heelysme.com will not be able to accept any returns during busy months and seasons such as December and a month before Ramadan, unless the product has a manufacturing defect or missing parts. If you have any further queries regarding our returns policy, please drop us a line at firstname.lastname@example.org