Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please click here.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at custserv@heelys.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at custserv@heelys.com.
Returns
Please note due to the high volume of returns there may be a slight delay in receiving a shipping label.
All returns must be authorized in advance by Heelys Customer Service. Heelys is not responsible for customer returns that have not been processed using the Heelys Return Process (see below). Additionally, Heelys.com cannot issue returns for items that are purchased at other locations or websites and proof of purchase is required.
Returns will be accepted for all merchandise that is unused, in the original packaging and can be resold as such and has been purchased within the previous 30 days. All credits will be issued once the product is received and inspected at the warehouse LESS the shipping paid on the original order. If the product is deemed to be used or unsellable, Heelys.com reserves the right to deny the return request and refuse to issue the purchaser a credit.
Heelys does not issue exchanges. All merchandise must be returned, and a new order will be placed for the new style or size.
Heelys Return Process
To begin the Heelys return process:
- Please visit our Self Service Returns by using this link: Heelys_Returns
- Once you have received your return instructions and shipping label in via email, pack your product in the original shoebox and place the shoebox in the original carton you received.
- Secure the box appropriately.
- Cross out with a marker all previous shipping labels and attach the Return Label sent in the email to the shipping box, preferably covering the original shipping label. Please note that you MUST use the Shipping label provided by Heelys and it must be used within ten (10) days.
- Bring the package to any authorized UPS shipping location. If you need assistance locating one near you, please use this link: UPS Dropoff Locations
Upon receipt of your return, the product will be inspected to make sure that it is unopened and unused.
Once the returned product passes inspection, Accounting will issue a credit to the card on which the original order was placed. Please allow up to 7 business days to see credits posted to your account once the merchandise is received and inspected at the warehouse LESS the shipping paid on the original order. This may take more time depending on the bank or credit card used.
If the returned product does not pass inspection, a customer service representative will contact you to determine how to proceed, as we do not issue credit on returned product that does not pass inspection.
Limited Warranty
Products sold through the Heelys Shop are warranted against defects in materials and workmanship for 90 days from the date of receipt. Manufacturer’s defects will be determined by Heelys. Valid claims will receive a full refund. Improper fit is not valid criteria for warranty. Warranty is valid only with proof of purchase from the Heelys Shop online store. Misuse, abuse or alteration of product voids warranty. Heelys will not issue replacement product or credit for returned products that have experienced excessive wear or any type of abuse or mistreatments.