I RECEIVED A FAULTY PRODUCT, WHAT DO I DO?

  • In an extremely rare case where you’ve received your product, not in impeccable condition, kindly contact us at info@drkarlheinz.com
  • We must fix this straightaway! So, when you first contact us, please include the following information to expedite the resolution:


a) Your Full Name

b) Your Order Number

c) Product Code

d) Picture of the Fault

e) Description of the Fault


  • You can find your order number and product code on your order confirmation email.

HOW LONG DO I HAVE TO RETURN?

  • You have 30-Days to return your order.

HOW DO I RETURN?

  • You can book a free return by emailing us at info@drkarlheinz.com
  • Items must be returned in their original packaging, unopened.
  • You must obtain proof of postage just in case your order is lost on its way back to our warehouse.

HOW MUCH DOES IT COST TO RETURN?

  • We offer FREE returns to our customers.

CAN I EXCHANGE INSTEAD OF A RETURN?

  • Sorry, we do not offer product exchanges.
  • Just return your product(s) and reorder products of your choice.
  • Once we have received your returned products, we will process the refund for you.

HOW CAN I TRACK THE STATUS OF MY RETURN?

  • You will receive an email notification as soon as we have refunded your return.

WHEN WILL I GET MY REFUND?

  • Depending on your card issuer, a refund may take up to 10 business days to be credited back to your account.

CAN I CANCEL OR EDIT MY ORDER?

  • We aim to service your order rapidly. Therefore, as soon as it is placed, our warehouse starts processing it in no time.
  • Regrettably this means we will be unable to make any changes to it.
  • In such a case, we would advise you to place another order or return any unwanted products.

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