Return & Refund Policy

Effective Date: September 10, 2025
Last Updated: September 10, 2025

Return Policy Summary

Return Policy Coverage

Countries Accepting Returns: United States
Policy Currency: USD (United States Dollar)
Return Processing Location: Jamaica, W.I.

Types of Returns Accepted

✅ We Accept Returns For:

1. Defective Products (Our Fault)

• Manufacturing Defects: Items that don’t function as intended
• Shipping Damage: Products damaged during our handling/packaging
• Wrong Item Sent: We shipped incorrect product by our error
• Missing Components: Incomplete orders due to our oversight
• Quality Control Failures: Items that don’t meet our stated specifications
• Faulty Products: Items that malfunction within normal use

2. Customer Order Errors (Customer Fault)

• Wrong Size/Color Ordered: Customer selected incorrect variation
• Change of Mind: Customer no longer wants item
• Duplicate Orders: Customer accidentally ordered multiple times
• No Longer Needed: Customer circumstances changed

❌ Returns NOT Accepted For:

• Items damaged by customer misuse
• Items used beyond normal testing period
• Custom design services (completed work)
• Digital downloads (once accessed)
• Gift cards and store credits

Product Condition Requirements

Acceptable Return Conditions: New and slightly used products

For Defective/Merchant Error Returns:

• Any Condition Accepted: Opened, used, or tested items welcome
• Packaging Not Required: Original packaging helpful but not mandatory
• Documentation Needed: Photos of defect or description of issue

For Customer Error Returns:

• Minimal Use Accepted: Light testing or try-on permitted
• Original Packaging Preferred: Items should include original boxes when possible
• Complete Sets Required: All accessories, manuals, and components included
• Reasonable Condition: No excessive wear, damage, or modification

Return Window

Standard Return Period: 45 Days from delivery date

Return Window Details:

• All Returns: 45 calendar days from delivery confirmation
• Holiday Extension: November 15 – January 15
• Extended Holiday Window: 60 days for purchases during holiday period
• Calculation: Based on tracking delivery confirmation or signature
• Business vs Calendar Days: All days count (including weekends/holidays)

Return Window Exceptions:

• Amazon FBA Items: 30 days (Amazon’s standard policy)
• Custom Products: 45 days from completion/delivery
• Digital Products: 14 days from purchase (technical issues only)

Return Shipping Responsibility

Return Shipping: Customer responsibility for all returns

Return Shipping Costs:

Customer Pays When:

✅ Wrong size/color ordered by customer
✅ Change of mind returns
✅ Duplicate orders
✅ No longer needed items
✅ Customer ordering errors

We Pay When:

✅ Defective products sent by us
✅ Wrong item shipped by our error
✅ Missing components due to our mistake
✅ Quality control failures

Return Shipping Estimates (Customer Responsibility):

• Standard Return Shipping: $15-25 USD
• Express Return Shipping: $35-50 USD
• Trackable Shipping Required: For items over $100 value
• Insurance Recommended: Customer choice for high-value items

Restocking Fee Structure

No Restocking Fee (0%):

• Defective products due to manufacturing issues
• Wrong items shipped by our error
• Missing components from our fulfillment mistake
• Quality control failures on our part

20% Restocking Fee Applied To:

• Change of mind returns
• Wrong size/color ordered by customer
• Duplicate orders placed by customer
• No longer needed items
• Customer ordering mistakes

Restocking Fee Details:

• Maximum Fee: $100 USD per item
• Minimum Fee: $5 USD per item
• Calculation: 20% of item purchase price (excluding original shipping)
• Fee Timing: Deducted from refund amount

Exchange Policy

Exchange Options:

For Defective Items (No Additional Cost):

✅ Identical Replacement: Same product, same specifications
✅ Upgraded Model: If original unavailable (no extra charge)
✅ Store Credit: Full value if replacement not possible

For Customer Error (Subject to Fees):

✅ Different Size/Color: Exchange fee = return shipping both ways
✅ Different Product: Price difference + 20% restocking fee if downgrading
✅ Store Credit: Full value minus 20% restocking fee

Exchange Process:

1. Contact customer service within return window
2. Describe reason for exchange (defective vs customer error)
3. Receive exchange authorization and instructions
4. Ship original item with proper documentation
5. Replacement processed upon receipt and inspection

Return Methods & Process

Available Return Method: By Mail Only

Return Process Steps:

Step 1: Contact Customer Service

• Email: support@okeifheron.com
• Phone: +1 (876) 204-9747
• Required Info: Order number, return reason, item condition

Step 2: Return Authorization

• RMA Number: Issued within 24 hours
• Return Instructions: Detailed shipping guidelines provided
• Timeline: RMA valid for 30 days from issue date

Step 3: Package & Ship

• Customer Arranges Shipping: Using their preferred carrier
• Tracking Required: For all returns over $50 value
• Documentation: Include RMA number and original receipt

Step 4: Processing

• Inspection: 3-5 business days after receipt
• Decision: Approval/denial email sent within 2 business days
• Refund/Exchange: Processed within 5-7 business days after approval

Return Shipping Address:

Okeif Heron Returns Department
17 Krystal Close
Spanish Town, St. Catherine
Jamaica, W.I.

Refund Processing Timeline

Total Processing Time: 21-30 Business Days

Detailed Processing Breakdown:

1. Customer Ships Return: Customer’s timeline (varies)
2. Transit to Jamaica: 7-14 business days (US to Jamaica)
3. Receipt Acknowledgment: 1 business day
4. Inspection & Evaluation: 3-5 business days
5. Approval Decision: 1-2 business days
6. Refund Processing: 5-7 business days
7. Bank Processing: 5-10 business days (customer’s bank)

Refund Calculation:

Defective/Merchant Error:

• Full Refund: Purchase price + original shipping + return shipping reimbursement

Customer Error:

• Partial Refund: Purchase price – 20% restocking fee – original shipping (non-refundable)

Refund Methods:

• Primary: Original payment method
• Alternative: Store credit (if payment method expired/unavailable)
• Gift Purchases: Store credit to recipient

Special Return Situations

Amazon FBA Items:

• Return Process: Must use Amazon’s return system
• Policy: Amazon’s 30-day policy applies
• Restocking Fees: Subject to Amazon’s fee structure
• Processing: Handled entirely through Amazon

Digital Products:

• Limited Returns: Technical issues only within 14 days
• No Refunds: For successfully downloaded/accessed content
• Support First: Technical assistance provided before refund consideration

Custom Products:

• Defective Only: Returns accepted only if not made to specifications
• No Customer Error Returns: Custom items cannot be returned for size/preference issues
• Documentation Required: Original specifications for comparison

High-Value Items ($200+ USD):

• Insurance Recommended: Customer responsibility for safe return shipping
• Signature Required: For return shipment verification
• Priority Processing: Expedited inspection within 2 business days

Contact Information

Customer Service:

• Email: support@okeifheron.com
• Phone: +1 (876) 204-9747
• Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
• Response Time: Within 24 hours for return inquiries

Return Address:

Okeif Heron Returns Department
17 Krystal Close
Spanish Town, St. Catherine
Jamaica, W.I.

Business Address:

444 Alaska Avenue, Suite #Aty314
Torrance, CA 90503, USA

Important Notes

Return Shipping Guidelines:

• Use Trackable Service: Required for items over $50
• Package Securely: Customer responsible for safe transit
• Insurance Optional: Customer choice for protection
• Transit Risk: Customer assumes risk during return shipping

Processing During Peak Seasons:

• Holiday Periods: May add 5-7 additional business days
• High Volume: Processing times may extend during sales periods
• Communication: Updates provided for any significant delays

Quality Control:

Our return policy helps us maintain product quality and customer satisfaction while operating a sustainable business model. The restocking fee for customer errors helps offset processing costs and encourages careful ordering.

Questions About Returns? Contact our customer service team at support@okeifheron.com or +1 (876) 204-9747. We’re here to help resolve any issues fairly and efficiently.

This policy balances customer satisfaction with business sustainability, ensuring fair treatment for both defective products and customer ordering errors.