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RETURN, REFUND AND EXCHANGE POLICY

Last updated: August 13, 2026

This Return, Refund and Exchange Policy applies to purchases made through HeightWalk. Please read it carefully before placing an order.

1. CONTACT US BEFORE RETURNING AN ITEM

Before returning any item, contact HeightWalk at support@heightwalk.com. Include your full name, order number, the item concerned, and a clear description of your request. Do not send an item back before receiving return authorization and return instructions from us. Returns sent without prior authorization may not be accepted or may take longer to process.

2. CANCELLATIONS

If you would like to cancel an order, contact support@heightwalk.com as soon as possible. We can cancel an order only if it has not already been processed or dispatched. If the order has already been dispatched, you may request a return in accordance with this policy.

3. CHANGE-OF-MIND RETURNS

You may request a change-of-mind return within 7 calendar days after delivery. To be eligible, the item must be unused, unworn, unwashed, undamaged, and in resalable condition. It must be returned in its original packaging or equivalent protective packaging, with all labels, accessories, components, and documentation included.

Items that show signs of use, are not in resalable condition, are missing labels or accessories, or are returned without authorization may not be eligible for a refund.

4. DAMAGED, DEFECTIVE, OR INCORRECT GOODS

If your item arrives damaged, is defective, or is not the item you ordered, please contact support@heightwalk.com as soon as possible. Include your order number and clear photos or videos showing the damage, defect, or incorrect item.

Damaged goods received on delivery should be reported immediately. Manufacturing defects should be reported within 30 calendar days after delivery. Incorrect items should be reported within 7 calendar days after delivery.

Do not dispose of the item or send it back before receiving our instructions. We may ask you to provide additional evidence, retain the original packaging, or return the item for inspection. If HeightWalk confirms that the item is damaged, defective, or incorrect, HeightWalk will provide the applicable resolution, which may include a replacement, store credit, or refund to the original payment method.

5. RETURN SHIPPING COSTS

For change-of-mind returns, the customer is responsible for the cost of return shipping. The customer is also responsible for ensuring that the item is securely packaged for return.

If HeightWalk confirms that an item is damaged, defective, or incorrect, HeightWalk covers the reasonable return shipping cost. We will provide the return authorization and return instructions in that case.

6. RESTOCKING FEE

HeightWalk does not charge a restocking fee for authorized returns.

7. REFUND PROCESSING TIME

After an authorized return is received, we inspect the item to confirm that it meets the conditions of this policy. Approved refunds are processed within up to 10 business days after the returned item is received.

8. REFUND METHOD

Approved refunds are issued to the original payment method used for the purchase. Depending on your payment provider, bank, or card issuer, it may take 1–2 billing cycles for the refunded amount to appear in your account.

If a refund cannot be returned to the original payment method due to a payment-processing issue, we will contact you to arrange an appropriate alternative method where permitted.

9. EXCHANGES

If you would like an exchange, please contact support@heightwalk.com before returning the item. Exchange availability depends on stock availability and the condition of the returned item.

10. YOUR STATUTORY RIGHTS

Nothing in this policy limits rights that cannot be excluded under applicable consumer-protection law.

11. CONTACT INFORMATION

For cancellations, returns, refunds, exchanges, damaged goods, defective goods, or incorrect goods, contact:

HeightWalk
Email: support@heightwalk.com
Telephone: +1 (518) 628-9257
Business address: SICLOPAY LTD, Spyrou Kyprianou Avenue 14, Office 1, 3070 Lemesos, Cyprus
Customer service hours: 8:00 AM–5:00 PM (Europe/Nicosia; EET/EEST, UTC+2/UTC+3)