Return & Refund Policy

We want you to love your purchase from Heaven Vista. If for any reason you are not completely satisfied with your handcrafted item, fountain, or lamp, our return and refund policy is designed to make the process as straightforward as possible.

1. Eligibility for Returns

  • You have 7 days from the date of delivery to initiate a return request.
  • To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
  • Handmade Variations: Please note that minor variations in color, texture, or finish are inherent to handcrafted and natural stone products and are not considered defects.

2. Non-Returnable Items The following items cannot be returned or refunded:

  • Items marked as “Final Sale” or purchased during a clearance event.
  • Customized or personalized orders.
  • Items damaged due to improper assembly or misuse by the customer.

3. Damaged or Defective Items

  • If your item arrives damaged or defective, please contact us within 48 hours of delivery.
  • Send a message to our WhatsApp (7000085667) including your order number, a brief description of the issue, and clear photographs of both the damaged product and the packaging.
  • We will review the images and, if approved, arrange for a replacement or a full refund at no additional cost to you.

4. How to Initiate a Return

  1. Contact our support team via WhatsApp (7000085667) or email to request a return. Please provide your order number and the reason for the return.
  2. Once your return is approved, we will provide you with the return shipping address and instructions.
  3. Pack the item securely in its original packaging to prevent damage during transit.

5. Return Shipping Costs

  • Customer Returns (Change of Mind): You will be responsible for paying your own shipping costs for returning your item. Return shipping costs are non-refundable.
  • Damaged/Defective Items: Heaven Vista will cover the return shipping costs or arrange a pickup for items that arrive damaged or defective.

6. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 7 business days.
  • Please note that shipping costs from the original order are non-refundable.

7. Late or Missing Refunds If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company or bank, as it may take some time before your refund is officially posted.
  3. If you have done all of this and still have not received your refund, please contact us via WhatsApp.

8. Contact Information If you have any questions about our Return & Refund Policy, please get in touch:

  • Phone / WhatsApp: 7000085667