Refund policy

Effective Date: October 27, 2026

1. Overview

This Return & Refund Policy applies to purchases made through https://www.heberug.com, operated by MM Home Innovations LIMITED (“Company”, “we”, “us”, or “our”) under the HEBE RUGS brand.

By placing an order, you agree to the terms of this Return & Refund Policy applicable to your purchase.

2. Return Eligibility Window

Our standard 30-day return window applies to regular products sold on this website, including standard and washable rugs, cushion covers, dish drying mats, and other standard product categories.

The return window begins on the date the carrier confirms delivery. Customers may open the packaging to reasonably inspect an item, but customer-preference returns must meet the condition requirements above.

3. How to Start a Return

Before sending any items back, please email support@heberug.com with your order number and the item(s) you wish to return. We will confirm the correct return address and provide the applicable return instructions.

For customer-preference returns, customers arrange and pay for their own return shipping using a trackable shipping service.

After shipping your return, please email us:

• Your order number
• The carrier name
• The return tracking number

Please keep your shipping receipt and tracking information until your return has been received and processed.

4. Return Address

Return addresses are not fixed and may vary depending on warehouse allocation, logistics routing, product type, or inspection requirements.

Customers must not return merchandise to the address shown on the original shipping label unless specifically instructed to do so by HEBE RUGS.

Please contact support@heberug.com and obtain the correct return address before arranging return shipping.

The business contact address listed in this policy is not a return address unless our support team specifically confirms it for your return.

5. Condition & Inspection Requirement

All returned products are inspected after receipt before the final refund amount is determined.

Our inspection may include evaluation of:

• Wear patterns or signs of use
• Stains, dirt, odor, pet hair, or other contamination
• Evidence of washing or cleaning
• Damage, alteration, or misuse
• Packaging condition
• Whether the product remains suitable for resale

The final eligible refund amount will be determined after the returned item has been received and inspected.

Customers should return products in their original condition and, where reasonably possible, in their original packaging.

6. Fair Use & Return Abuse

Our return policy is intended to allow customers to reasonably inspect their purchase, not to provide extended trial, rental, or temporary-use periods.

HEBE RUGS may reject or reduce a refund where returned merchandise shows evidence of use beyond reasonable inspection.

This may include, but is not limited to:

• Extended floor use before return
• Visible wear inconsistent with reasonable inspection
• Stains, odors, pet hair, or contamination
• Cleaning or washing before return
• Repeated return behavior reasonably indicating misuse of the return policy

7. Refund Amount Based on Returned Condition

Any reduction in refund value will be based on the actual condition of the returned merchandise and the extent to which its value or resale condition has been affected.

Where a deduction is applied because of product condition, HEBE RUGS may document the condition of the returned item through photographs, inspection records, or other warehouse records.

Non-Refundable Service Fees: Fees paid for optional services such as Priority Order Processing cover warehouse queue prioritization and related processing services. Once the applicable service has begun or the order has entered warehouse processing, such service fees are non-refundable, except where otherwise required by applicable law.

8. Return Shipping Responsibility

For customer-preference returns, customers are responsible for arranging and paying for their own return shipping.

Customers may choose a carrier of their choice, such as UPS, FedEx, USPS, or another appropriate carrier.

Please use a trackable shipping service. After shipping your return, email support@heberug.com with your order number, the carrier name, and the return tracking number.

HEBE RUGS is not responsible for return packages that are lost, misdirected, or damaged in transit when the customer arranges and purchases the return shipment.

Customers must obtain the correct return address from HEBE RUGS before purchasing a return shipping label or sending the package.

9. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact support@heberug.com as soon as reasonably possible.

Visible shipping damage should preferably be reported within 48 hours of delivery so that we can investigate the issue with the carrier promptly.

Please provide photographs or video showing:

• The product
• The affected area or defect
• The outer packaging, where relevant
• The shipping label, where relevant

After review, an approved claim may result in a replacement, refund, store credit, or another appropriate resolution depending on the circumstances.

10. Order Cancellation & Returns After Fulfillment

Orders may only be canceled or modified before they enter processing or fulfillment.

Once an order has entered warehouse processing or fulfillment, HEBE RUGS cannot guarantee that the order can be canceled, even if the carrier has not yet physically collected the package or tracking information has not yet updated.

If an order can no longer be canceled, the customer may request a return after delivery under this Return & Refund Policy.

Customer-preference returns remain subject to the return shipping responsibilities and return conditions described in this policy.

11. Fraud Prevention & Abuse Monitoring

HEBE RUGS may review return and refund activity to identify fraudulent transactions, knowingly false claims, excessive return behavior, or misuse of the return process.

Where reasonably necessary, we may restrict future transactions or account access associated with verified fraudulent or abusive activity.

Nothing in this section limits any rights customers may have under applicable law.

12. Payment Disputes & Chargebacks

If you believe there is an issue with an order, charge, delivery, return, or refund, please contact HEBE RUGS at support@heberug.com so that we have an opportunity to review and resolve the matter.

If a payment dispute or chargeback is filed, HEBE RUGS may provide relevant transaction records and supporting documentation to the applicable payment processor, payment network, financial institution, or card issuer.

Such information may include, where applicable:

• Order details
• Payment verification and fraud-screening results
• Billing and shipping information
• Tracking and delivery confirmation
• Carrier records
• Return address confirmation records
• Return tracking information
• Warehouse inspection records
• Refund records
• Customer communications
• The policies and terms applicable when the order was placed

If a refund has already been issued, a return is in progress, or another resolution has already been agreed upon, HEBE RUGS may provide documentation of that resolution when responding to the dispute.

Nothing in this policy limits any rights available to customers under applicable law or under the rules of their payment provider, card issuer, or payment network.

13. Refund Processing

Refunds are generally processed only after the returned merchandise has been received and inspected.

• Warehouse inspection: typically 3–7 business days after receipt
• Refund processing after approval: typically 5–10 business days
• Additional processing time may be required by the customer's bank or payment provider

Approved refunds will generally be issued to the original payment method unless another method is required or permitted by the applicable payment provider or applicable law.

Receiving a return tracking number or carrier delivery confirmation does not, by itself, constitute approval of a refund. The returned merchandise must first be received and inspected.

14. Final Sale Items

Items clearly identified as Final Sale, clearance, or non-returnable at the time of purchase are generally not eligible for return due to customer preference.

This limitation does not apply where a product is verified to be defective, incorrectly shipped, or where applicable law requires otherwise.

15. Exchanges

Unless otherwise specifically arranged by HEBE RUGS, returns and new purchases are processed as separate transactions.

If you wish to purchase a different style, color, size, or product, you may return the original item in accordance with this policy and place a new order for the preferred item.

Customer-preference exchanges do not automatically include free return shipping or free replacement shipping unless HEBE RUGS expressly confirms otherwise.

16. Policy Updates

HEBE RUGS may update this Return & Refund Policy from time to time.

Material updates will be posted on this page with a revised effective date.

Policy changes apply prospectively to the extent required by applicable law. The terms applicable to a return may depend on the version of this policy in effect when the relevant order was placed.

17. Policy Acceptance

By completing a purchase through HEBE RUGS, you acknowledge that you have had access to this Return & Refund Policy and agree to the terms applicable to your order, subject to applicable law.

18. Contact Information