Refund and Returns Policy
Last Updated: November 5, 2026
At heythehow, customer satisfaction is important to us. We want you to feel confident when shopping with us.
This Refund and Returns Policy explains the conditions and procedures for returning products, requesting refunds, and resolving issues related to purchases made through our official website:
This policy applies to purchases of Window Cleaning Robots and other products offered by heythehow.
By placing an order on our website, you acknowledge that you have read this policy.
1. 30-Day Return Policy
We offer a 30-day return period from the date your order is delivered.
If you are not satisfied with your purchase, you may request a return within 30 calendar days of delivery, subject to the conditions outlined below.
To qualify for a standard return:
The product must be in its original condition.
The product should include its original packaging, accessories, manuals, and any items supplied with the purchase.
The product must not show excessive wear, misuse, accidental damage, or unauthorized modifications.
You must provide valid proof of purchase or an order number.
Products that have been used beyond what is reasonably necessary to inspect and evaluate them may not qualify for a standard change-of-mind return.
All return requests are subject to review in accordance with this policy and applicable consumer protection laws.
2. Damaged, Defective, or Incorrect Items
We want every customer to receive the product they ordered in satisfactory condition.
If you receive a Window Cleaning Robot or another product that is:
Damaged during shipping;
Defective or not functioning as described;
Missing essential components or accessories; or
Different from the item you ordered,
please contact us as soon as reasonably possible.
To help us investigate and resolve the issue, please provide:
Your order number;
A description of the problem;
Clear photographs or videos showing the issue, if applicable;
Relevant packaging photographs if the product was damaged during delivery.
After reviewing your request, we will provide an appropriate resolution, which may include a replacement, repair, refund, or another remedy as applicable.
Customers will not be required to pay return shipping costs for returns resulting from our shipping errors, incorrect items, or confirmed defective or damaged products, subject to applicable law.
Nothing in this policy limits any rights or remedies available to consumers under applicable law.
3. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Service
Send an email to:
Use the subject line:
“Return Request – Order #[Your Order Number]”
Step 2: Provide Order Information
Please include:
Your full name;
Your order number;
The email address used when placing the order;
The reason for your return;
Photos or videos, if relevant.
Step 3: Wait for Return Instructions
Our customer service team will review your request and provide further instructions.
Please do not send products to our business address without receiving return authorization and the appropriate return shipping instructions.
Step 4: Ship the Approved Return
Once your return request is approved, carefully package the product and send it to the return address provided by our customer service team.
Please retain your shipping receipt and tracking information until the return process is complete.
4. Refund Policy
Once we receive and inspect an approved return, we will notify you of the refund decision.
If your refund is approved, the refund will generally be issued to your original payment method.
Refund processing includes the following steps:
We receive your returned product.
Our team inspects the returned item.
We notify you of the refund approval or rejection.
Approved refunds are submitted to your original payment method.
We generally initiate approved refunds within 5–10 business days after completing the return inspection.
Please note that the time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.
If you have not received your refund after the applicable processing period, please contact your payment provider first. You may also contact us at [email protected] for assistance.
5. Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return.
For change-of-mind returns:
Customers are generally responsible for the cost of return shipping unless otherwise stated or required by applicable law.
For defective, damaged, or incorrect products:
We will provide an appropriate return shipping solution or cover reasonable return shipping costs, as applicable.
Original Shipping Fees:
Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable law or where the return results from an error or failure attributable to us.
We recommend using a trackable shipping service for approved returns.
6. Exchanges and Replacements
If you receive a defective, damaged, or incorrect product, please contact our customer service team.
Depending on product availability and the circumstances of your request, we may offer:
A replacement product;
A replacement part or accessory, where appropriate;
A refund; or
Another suitable resolution.
Exchanges are subject to product availability and applicable consumer protection requirements.
Please contact us before shipping any item back.
7. Non-Returnable Items and Exceptions
Certain products or circumstances may not qualify for standard change-of-mind returns, including:
Products damaged due to misuse, improper installation, negligence, or unauthorized modifications;
Products missing essential components or accessories due to the customer’s actions;
Products returned without prior authorization;
Products showing excessive wear or damage beyond reasonable inspection and evaluation.
Any products designated as final sale or non-returnable will be clearly identified before purchase, where applicable.
These exclusions do not apply where a return, refund, replacement, or other remedy is required by applicable law, including for defective, misrepresented, or improperly supplied products.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will make reasonable efforts to cancel it and issue an applicable refund.
Once an order has been shipped, it may no longer be possible to cancel the shipment. In that case, you may need to follow the return procedure outlined in this policy.
Order cancellation requests are subject to order processing status and applicable law.
9. Missing or Lost Packages
If your tracking information indicates that your package has not been delivered, or if your package appears to be lost during transit, please contact us.
Please provide your order number and tracking information so we can investigate the shipment with the relevant carrier.
If a package is confirmed lost or not delivered, we will work with you to determine an appropriate resolution in accordance with applicable law and the circumstances of the shipment.
10. Product Warranty and Technical Support
Our Window Cleaning Robots may be subject to applicable product warranties or additional warranty terms.
Please refer to the relevant product page or accompanying warranty documentation for specific warranty information.
If you experience technical difficulties with your product, please contact us for assistance.
Our customer service team may help with:
Product operation questions;
Basic troubleshooting;
Installation and maintenance guidance;
Missing accessories or components;
Product-related concerns.
This Refund and Returns Policy does not replace or limit any applicable express or implied warranties or statutory consumer rights.
11. Refunds for Promotional Purchases
If you purchased a product using a promotional discount, coupon, or special offer, any applicable refund will generally be based on the actual amount paid for the returned product.
Promotional discounts and free gifts may be subject to the terms of the original promotion.
Where a promotional offer involves multiple products or bundled items, the refund amount may be adjusted in accordance with the disclosed promotion terms and applicable law.
12. Consumer Rights
This policy is intended to operate in accordance with applicable United States federal and state consumer protection laws.
Nothing in this policy is intended to waive, restrict, or exclude any consumer rights or legal remedies that cannot legally be waived or excluded.
Depending on the applicable state law and the circumstances of a purchase, customers may have additional rights regarding defective products, refunds, warranties, and other consumer protections.
Where applicable law provides greater protection than this policy, the applicable law will prevail.
13. Contact Us
If you have questions about this Refund and Returns Policy, need help with a return, or would like to request a refund, please contact us.
Brand Name: heythehow
Website: https://www.heythehow.com/
Company Name: Fuzhou Meizhiyuan Technology Co., Ltd.
Business Address:
5th Floor, C023, Sanchuang Center, No. 199 Fuxing Avenue, Jin’an District, Fuzhou City, Fujian Province, China.
Customer Service Email:
We appreciate your business and will do our best to provide a fair, transparent, and helpful customer service experience.
Thank you for choosing heythehow.
heythehow – A Smarter Approach to Everyday Window Cleaning.