Exchanges & Returns

Exchange & Return Policy

At Heng Studio SG, we want you to be happy with your purchase. If you would like to change the size or exchange your item for a different style, you may do so subject to the terms and conditions below.

If you do not wish to exchange your item for another available style or size, we can issue store credit instead. Cash refunds are not available.

1. Eligibility

To be eligible for an exchange or return, the item must:

  • Be in its original condition as received.
  • Be unworn, unwashed, unscented, unaltered, and have all original tags intact.
  • Be returned in its original transparent packaging and securely packed.
  • Include the original physical invoice for verification.

If you no longer have the original polymailer, you may use another suitable polymailer or carrier. Please ensure that the item is securely sealed and clearly indicate your name and order number on the front of the package.

All exchange and return requests, including requests relating to defective items, must be made by the original purchasing account. Requests made by third parties will not be accepted.

2. Exchanges

  • Exchange requests must be submitted within 14 calendar days from the date you receive your order.
  • You may request an exchange for a different size or style, subject to availability.
  • Items purchased using weekly discount codes or birthday discounts are not eligible for exchange.
  • If the requested exchange item is out of stock, store credit valid for 12 months will be issued instead.
  • Exchanges are only confirmed after your request has been reviewed and approved by Heng Studio SG.
  • Any exchange request submitted after the 14-day period will not be accepted.

3. Returns

  • Return requests for local orders must be submitted within 10 calendar days from the date your parcel was dispatched.
  • Returns are only accepted after the return request has been reviewed and approved by Heng Studio SG.
  • All approved returns will be refunded strictly in the form of store credit. Cash refunds are not available.
  • Store credit is valid for 12 months and can only be used for online purchases.
  • If you do not currently find another item you would like to exchange for, you may request store credit instead.

4. How to Request an Exchange or Return

To request an exchange or return, please contact us via:

Email: Our official store email
Instagram DM: @hengstudiosg

Please provide the following information:

  • Order number
  • Product code of the item
  • Reason for the exchange or return
  • For exchanges: the preferred colour and size

Once your request has been submitted, our team will review it and contact you within 48 hours.

Please do not send any item back before your exchange or return request has been approved by our team.

5. Return & Exchange Shipping

Customers are responsible for the shipping costs of sending items back to Heng Studio SG for an exchange or return.

For exchanges, the customer is also responsible for the shipping cost of sending the replacement item, unless otherwise stated by Heng Studio SG.

Please ensure that the returned item is securely packed. Heng Studio SG is not responsible for any item that is lost or damaged during return shipping.

6. Processing Time

Once we receive your returned item, please allow up to 7 business days for us to inspect and process your exchange or return.

Business days exclude Saturdays, Sundays, Public Holidays, and Public Holiday eves.

7. Store Credit Terms

  • Store credit issued for approved returns is valid for 12 months from the date of issue.
  • Store credit will only be issued to the original purchasing account.
  • Store credit can only be used for purchases made through our online store.
  • Purchases made using store credit may only be returned up to two times. Further returns using the same set of store credit will not be accepted.

8. Non-Returnable & Non-Exchangeable Items

CLEARANCE ITEMS are strictly non-returnable and non-exchangeable.

Items that do not meet the conditions stated in this policy may be rejected.

Heng Studio SG reserves the right to reject any exchange or return request that does not comply with the terms and conditions above.

If an exchange or return request is rejected because the item does not meet our requirements, the customer will be responsible for arranging and paying for the delivery of the item back to them.