Return & Refund Policy

Return & Refund Policy

Last Updated: May 11, 2026

Thank you for shopping with HeatSwift.

This Return & Refund Policy explains how returns, refunds, replacements, and product-related issues are handled. Please read this policy carefully before placing an order.

1. Return Window

HeatSwift accepts return requests within 14 days after delivery.

To request a return, please contact us at ewan.xu@heatswift.com within 14 days of receiving your order.

Return requests submitted after 14 days may not be accepted, unless required by applicable consumer protection laws.

2. Return Approval Required

All returns must be approved by HeatSwift before the product is shipped back.

Please do not send any product back without contacting us first.

Products returned without prior approval may be refused, delayed, or not eligible for refund.

3. Return Eligibility

To be eligible for a return, the product must meet all of the following conditions:

The product must be unused.
The product must be uninstalled.
The product must be undamaged.
The product must be clean and in resalable condition.
The product must be in its original packaging.
The product must include all original accessories, manuals, parts, labels, and packaging materials.
The return request must be submitted within 14 days after delivery.
The return must be approved by HeatSwift before shipment.

Because electric water heaters are electrical and water-related products, installed or used products cannot be returned unless the issue is caused by a confirmed manufacturing defect.

4. Non-Returnable Situations

HeatSwift does not accept returns in the following situations:

The product has been installed.
The product has been used.
The product has been connected to water or electricity.
The product has been modified, repaired, disassembled, or altered by the customer or a third party.
The product was damaged due to improper installation.
The product was damaged due to incorrect voltage, unsuitable wiring, unstable power supply, incorrect water pressure, or unsuitable installation environment.
The product was damaged due to misuse, negligence, accident, or failure to follow instructions.
The product is missing original packaging, accessories, manuals, labels, or parts.
The product is returned without prior approval.
The customer ordered the wrong model and the product has already been installed or used.
The customer no longer wants the product after installation.
The product was purchased as part of a special wholesale agreement with separate return terms.
The product was customized or specially arranged for a bulk order, unless otherwise agreed in writing.

5. Returns Caused by Customer Reasons

If the customer wants to return the product for personal reasons, including but not limited to:

Changing their mind.
Ordering the wrong model.
Choosing the wrong voltage.
Choosing the wrong size.
Choosing the wrong capacity.
No longer needing the product.
Failing to check installation requirements before purchase.
Finding the product unsuitable for their local conditions after delivery.

The customer is responsible for the international return shipping cost.

The product must be unused, uninstalled, undamaged, complete, and in original packaging.

Depending on the order situation and destination country, non-refundable logistics costs, customs costs, handling costs, payment processing costs, or other costs already incurred may be deducted where permitted by applicable law.

6. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at ewan.xu@heatswift.com.

Please include:

Your order number.
Photos or videos showing the product issue.
Photos of the outer packaging.
Photos of the shipping label.
Photos of all accessories received.
A short description of the issue.

After reviewing the information, HeatSwift will provide a suitable solution based on the situation.

Solutions may include:

Replacement parts.
Replacement product.
Repair guidance.
Online technical support.
Partial refund.
Full refund.

The final solution will depend on the type of issue, product condition, available evidence, order value, shipping destination, and applicable legal requirements.

7. Minor Appearance Differences

Product images on our website are for reference only.

Due to lighting, screen display, production batches, packaging updates, or product improvements, slight differences in color, appearance, label design, packaging, or accessory style may occur.

Minor appearance differences that do not affect normal product function are not considered product defects.

8. Installation-Related Issues

HeatSwift does not provide local installation services.

Customers are responsible for arranging installation with a qualified local electrician, plumber, or professional installer.

Problems caused by the following are not considered manufacturing defects:

Improper installation.
Installation by unqualified persons.
Incorrect wiring.
Incorrect voltage.
Unstable power supply.
Lack of proper grounding.
Incorrect water pressure.
Unsafe installation environment.
Failure to follow installation instructions.
Unauthorized modification.
Use of incompatible accessories.
Local installation conditions that do not match the product requirements.

Such issues are not eligible for return, refund, or replacement unless HeatSwift confirms that the problem was caused by a manufacturing defect.

9. How to Request a Return

To request a return, please email us at ewan.xu@heatswift.com.

Please include:

Your order number.
Your full name.
The product you want to return.
The reason for return.
Photos or videos of the product condition.
Photos of the packaging.
Confirmation that the product is unused and uninstalled.

After receiving your request, HeatSwift will review the information and reply by email.

If the return is approved, we will provide return instructions.

10. Return Shipping

Customers should not return the product until HeatSwift provides return instructions.

For returns caused by customer reasons, the customer is responsible for return shipping costs.

For returns caused by confirmed product defect, wrong item, or shipping damage, HeatSwift will provide a suitable solution based on the situation. This may include replacement parts, replacement product, repair guidance, partial refund, or full refund.

Because international return shipping for electric water heaters can be expensive, HeatSwift may choose a solution that does not require returning the product, depending on the case.

11. Packaging for Returns

Returned products must be properly packed to prevent damage during return shipping.

The customer is responsible for damage caused by poor return packaging.

If a returned product is damaged during return shipping due to improper packaging, the refund may be reduced or rejected.

12. Refund Inspection

After we receive the returned product, we will inspect it.

We will check whether the product is:

Unused.
Uninstalled.
Undamaged.
Complete.
In original packaging.
In resalable condition.
Returned according to our instructions.

After inspection, we will notify the customer by email whether the refund is approved, partially approved, or rejected.

13. Refund Method

Approved refunds will be processed to the original payment method.

The time required for the refund to appear in your account may vary depending on your payment provider, bank, card issuer, or Shopify payment system.

HeatSwift cannot control bank or payment provider processing times.

14. Partial Refunds

A partial refund may apply in the following situations:

The product is returned with missing accessories.
The product packaging is damaged or missing.
The product has signs of handling beyond normal inspection.
The returned product is not in original condition.
Non-refundable logistics, customs, handling, or payment processing costs were already incurred.
The issue only affects part of the product or accessories.

15. Exchanges and Replacements

HeatSwift may provide exchanges or replacements in certain cases, including:

Wrong item sent.
Confirmed manufacturing defect.
Product damaged during shipping.
Missing essential parts.
Product issue that cannot be solved by replacement parts.

Replacement solutions will be determined by HeatSwift based on the situation.

16. Missing Parts or Accessories

If your order is missing parts or accessories, please contact us within 7 days of delivery at ewan.xu@heatswift.com.

Please include your order number, photos of all items received, photos of the packaging, and a description of what is missing.

If the missing part is confirmed, HeatSwift will provide a suitable solution, such as sending the missing part or providing another appropriate solution.

17. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at ewan.xu@heatswift.com.

If the order has not yet been processed, packed, or shipped, we may be able to cancel it and issue a refund.

If the order has already been processed, packed, shipped, or handed over to the logistics provider, the order cannot be cancelled. In that case, the customer may request a return after delivery according to this policy.

18. Refused Delivery

If the customer refuses delivery without HeatSwift’s prior approval, the customer may be responsible for shipping fees, return shipping fees, customs fees, storage fees, and other costs caused by refusal.

Refunds for refused packages may be reduced by costs already incurred, where permitted by applicable law.

19. Chargebacks and Payment Disputes

If you have a problem with your order, please contact us first at ewan.xu@heatswift.com.

We are willing to review order issues and provide a reasonable solution according to our policies.

Opening a payment dispute or chargeback without contacting us may delay the resolution process.

20. Consumer Rights

Nothing in this policy is intended to limit any mandatory rights you may have under applicable consumer protection laws in your country or region.

21. Contact Us

If you have any questions about returns or refunds, please contact us at:

ewan.xu@heatswift.com

WhatsApp:+8615576680327