Average lead time: 4-10 weeks

  • Our products are considered made-to-order items and are not returnable.
  • Returns are not accepted for made-to-order and/or units that have been installed.
  • Once an order is processed and confirmed; it cannot be canceled, modified, or returned.

Please note that natural variations in materials may result in slight differences in color, texture, or appearance; they are not eligible for return or refund as all samples will be approved beforehand.

Quality control: We’re very quality-oriented at HEIM. As such, we take great strides in ensuring all delivered units are up to our extreme standards. In the unlikely event that you receive a damaged or defected product, please contact our support team within one day of receiving your unit. Our team will assist you throughout the process, which may include a replacement or repair of the product, at our discretion. HEIM reserves the right to refuse exchanges of units that have been subject to damage or misuse by the client.

Shipping policy: All deliveries are arranged with the client beforehand. Any costs associated with the failure of the client to meet the arrangement are incurred by the client before redelivery is arranged.

After placing the order, you will receive an email with the order details and estimated fulfillment timeframe. Please be aware that the estimated delivery time can be subject to slight modifications due to several factors such as highly customized units, material availability, and order processing. Order processing typically takes up to two days, subject to customer response. Deliveries are arranged and fulfilled once the full payment is settled.