Refund policy
At Hestfort, we aim to provide high-quality products and a smooth customer experience. Please read this Refund & Return Policy carefully before placing an order.
By purchasing from our website, you acknowledge and agree to the terms outlined below.
1. Returns & Eligibility
Customers may request a return within the applicable return period after receiving the product.
Free returns will only be accepted if the product arrives defective or non-functional, including situations such as:
- LED lights not turning on
- Product failing to power on
- Major manufacturing defects preventing normal use
To verify the issue, the customer must provide a clear video requested by the Hestfort support team showing the problem.
Free returns will NOT apply if:
- The issue is caused by incorrect setup or configuration
- The customer damaged the product
- The product was used improperly
- The reported issue cannot be verified
If the video evidence shows the product is functioning correctly, the return request may be denied or processed as a standard return.
2. Standard Returns
For all other return requests not related to a verified defective product, a return shipping fee of €9.99 will be deducted from the refund amount.
The customer is responsible for ensuring the product is returned in acceptable condition.
3. Refund Eligibility
We reserve the right to approve refunds only in special situations at our sole discretion.
Refunds may be considered in cases including, but not limited to:
- Verified defective products
- Orders lost in transit
- The customer not receiving the product within 30 natural days from the shipping date
Please note that estimated delivery times are normally 5–7 business days, although delays may occasionally occur due to external shipping or customs issues.
4. Non-Refundable Situations
Refunds or free returns will not be granted in the following situations:
- Incorrect installation or setup by the customer
- Damage caused by misuse, accidents, or unauthorized modifications
- Failure to provide requested video evidence
- Minor cosmetic issues that do not affect functionality
- Delays caused by incorrect shipping information provided by the customer
- Claims made after an unreasonable period of product use
5. How to Request a Return or Refund
To request a return or refund, contact us at:
Please include:
- Your order number
- The email used for the purchase
- A description of the issue
- Any requested video or photo evidence
Our team will review your request and respond as soon as possible.
6. Chargebacks & Abuse Prevention
Initiating a chargeback or payment dispute without first contacting us may result in:
- Suspension of support services
- Rejection of future orders
- Submission of evidence to the payment provider disputing the chargeback
We reserve the right to deny refunds in cases of abuse, fraud, or suspicious activity.
7. Policy Enforcement
This Refund & Return Policy forms part of our Terms & Conditions.
Hestfort reserves the right to deny any request that does not comply with this policy.
8. Contact
If you have questions regarding this policy, please contact: