Refund Policy

The Hegen Canada site is maintained with as much accurate information as possible - on product descriptions, availability, dimensions and compatibility.

Images of our products featured on our site are strictly for illustrative purpose only. Actual products received may vary from visual representations available on our site. Colors may appear different in reality due to studio lighting conditions, or variances in computer screen calibration. We strive to ensure that screen colors are true to life to the best of our abilities. We do not promise that product descriptions or accompanying content available on this site are complete, up-to-date, error-free and accurate.

Please note that we are not responsible for problems associated with the incorrect use and handling of our Hegen products. If you believe you have received a defective item, email us at with your order reference, invoice/receipt as well as a photograph and description of the defect. All exchanges and returns will take place at the following address.

Hegen Canada
145 - 13431 Maycrest Way
Richmond BC V6V2M3

Mon to Fri from 11am to 5pm
Closed on Sat, Sun & public holidays

Please look under our Explore section for the correct way to care, clean and handle our products. You may also refer to the information leaflet and packaging that arrived with your items.


Exclusions from our Exchanges & Returns Policies

  • Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective.

  • Products which have been worn, used, damaged due to mishandling, sales/clearance items and customers change of minds are strictly not accepted.
  • Items purchased with vouchers or promotional codes
  • Items that have been tainted due to misuse/mishandling
  • Gift with purchase items
  • Redemption items provided by external entities that are not wholly owned by Hegen Canada
  • Items without accompanying receipt/invoice
  • Items purchased from third-party e-retail channels, as well as retail stores.
  • For such items, please refer to the Terms & Conditions stated on the purchase receipts.
  • Items that are not purchased from


Hegen Canada reserves the right to reject any exchanges and returns requests that do not meet the requirements set out above. Otherwise, all approved exchanges are on a strict one-to-one basis. If the replacement item is no longer instock, an e-store credit will be issued, subject to Hegen Canada discretion.

If you have any other questions, please contact us at and we’ll do our best to help you!

Free Shipping

Our free shipping is automatically set to apply itself once orders are over $100 Sub-Total value, after discounts and before taxes. Certain restrictions may apply for orders going to extreme remote areas.*

*Restrictions - Certain areas within Canada are considered remote and therefore may require shipping fees for the purchase. If your order is going to a remote destination, you will be contacted by one of our customer service agents to discuss the shipping charges.

Free shipping offers are ONLY VALID IN CANADA!

Hegen Canada reserves the right to cancel an order when shipping exceeds our standard shipping rates.


How fast do we ship?

Once your order has been placed and your credit card authorized, you should receive your order within 4-12 business days depending on where in Canada your parcel is being delivered.

Our Customer Service Department  will send a tracking number by email when your order leaves our warehouse.

Due to occasional carrier-related shipping delays, actual delivery times cannot be guaranteed by Hegen Canada.

Please take note our warehouse is open on business days (Monday to Friday) only, excluding Canadian Holidays.


Cancelling your order

If you decide to cancel your order, please notify Hegen Canada Customer Service immediately by email (

If your order has not left our warehouse, we will cancel the order and refund your account.

If the order has left our warehouse and is in transit, we ask you to refuse the delivery so the order will be returned to our warehouse. Once we have received the returned order we will refund your account.

Damaged packages

If your purchase arrives with a damaged box or packaging, we advise you to refuse the delivery so the order will be returned to our warehouse. Once we have received the returned order we will refund your account.

If you decide to accept the damaged package, do not discard any of the packaging in case you need to return your order to our warehouse. Be sure to indicate the package was damaged when signing for the delivery (if applicable).

Please contact our Customer Service by email ( for assistance if needed.