Refund policy

Return Policy

 

Our Return Policy Overview

We want you to love your HeyTats tattoos. If something isn't right—you ordered the wrong design, received a damaged kit, or got the wrong item—we've got you covered. However, because semi-permanent tattoos are a personal hygiene product that comes into direct contact with your skin, we have specific safety guidelines around returns.

Here's what you need to know: unopened, sealed products can be returned within 5 days of delivery. Once a kit is opened or a tattoo is applied to your skin, it cannot be returned for health and safety reasons. This isn't us being difficult—it's us protecting you and everyone else who receives products from HeyTats.

If you receive a defective or damaged product, or the wrong item entirely, we'll make it right immediately. No questions asked.

What Can Be Returned?

Eligible for Return

You can return a HeyTats product if all of these conditions are met:

  • The kit is unopened and sealed — We need to be able to confirm the packaging wasn't compromised and no contents were accessed.

  • The packaging is intact — No torn seals, broken boxes, or signs of opening. Minor shipping damage to the outer box is okay if the product inside is still sealed.

  • You request a return within 5 days of delivery — This is our window to verify the product's condition and process your refund or exchange quickly.

  • The product is in original condition — All stickers, seals, and protective wrapping are untouched.

  • You have your order confirmation — Have your order number ready when you reach out.

Non-Returnable Items (Why We Have These Rules)

We do not accept returns on:

  • Opened or unsealed tattoo kits — Once the seal is broken, we cannot verify that the product hasn't been contaminated or that the organic plant-based ink is still sterile. This protects anyone who might receive it secondhand.

  • Applied tattoos (any stage) — Once a tattoo touches your skin, it's a used hygiene product. We can't accept it back for the same reason you wouldn't return a used toothbrush. This is for your safety and ours.

  • Used skin prep wipes or cleansing materials — These are single-use hygiene items. Once used, they can't be returned.

  • Products damaged due to customer mishandling — If you dropped it, left it in direct sunlight, or exposed it to extreme temperatures and it's damaged as a result, it's not eligible for return. We do cover damage in transit.

  • Worn or faded tattoos — Semi-permanent tattoos naturally fade after 1–2 weeks. This isn't a defect—it's how the product works. Returns won't be accepted for normal wear and fade.

  • Orders older than 5 days — After 5 days, the return window has closed. We need this timeline to move quickly and fairly.

Why Hygiene Matters Here

Here's the reality: our tattoos go on your skin. They're not like a t-shirt you can wash and return. Once opened or applied, we cannot resell them, even if they look perfect. We can't guarantee they haven't been contaminated, and we can't verify their sterility. This is why we're firm on the hygiene rule—it's not about making returns difficult. It's about protecting your health and your trust in us.

If you're concerned about a product before applying it—if it smells off, looks damaged, or seems wrong in any way—reach out to us immediately before opening it. We'll replace it instantly.

5-Day Return Window

You have 5 business days from the date your order is delivered to request a return. This window is firm because:

  • We need time to verify the product's condition

  • We need to process your refund or send you a replacement quickly

  • Our shipping partners move faster when we process returns within this window

The 5-day countdown starts when your package arrives at your address, not when you ordered it. If you're unsure of your delivery date, check your tracking email or WhatsApp notification.

If you're nearing the 5-day window and have a concern, contact us immediately at hello@heytats.com or WhatsApp +92-3186056044. We can often extend the window for legitimate issues, but we need to hear from you before day 5 ends.

How to Start a Return

Returning an item is simple. Here's the exact process:

Step 1: Check Eligibility (Within 5 Days of Delivery)

Make sure your product meets all return conditions above: unopened, sealed, undamaged packaging, and within the 5-day window.

Step 2: Contact Us

Reach out with your order number and photo of the sealed, unopened product. Send to:

Email: hello@heytats.com
WhatsApp: +92-3186056044

Include a brief explanation of why you want to return it (wrong design ordered, changed mind, etc.). We respond within 2 hours during business hours.

Step 3: We Approve or Decline

We'll review your request and photos. If it meets our conditions, we'll approve it and send you return instructions. If it doesn't meet conditions, we'll explain why clearly and suggest alternatives (like an exchange).

Step 4: Ship It Back

Once approved, you'll receive return shipping instructions and a shipping label (if we're covering the cost). Pack the unopened product securely and ship it back to our address. Keep your receipt from the courier.

Step 5: Refund or Exchange

Once we receive your return and verify it's unopened and undamaged, we'll process your refund or exchange within 3–5 business days. Refunds go back to your original payment method. Exchanges ship out immediately if in stock.

Return Shipping: Who Pays?

Standard Returns (Wrong Design/Changed Mind): You cover the return shipping cost. We'll provide you with recommended courier partners (Postex, Trax, TCS) so you can choose the most affordable option. Return shipping typically costs Rs. 150–300 depending on your location. This is a reasonable cost, and here's why: returns cost us money in logistics and processing. By asking you to cover the return shipping, we're keeping our prices low for everyone else. It's fair.

Our Mistake (Wrong Item/Damaged Product): If we sent you the wrong design, a damaged kit, or made an error on our end, we cover return shipping. We'll email you a prepaid label so you don't pay anything. In many cases, we'll also send you the correct item immediately without waiting for the return to arrive first—that's our way of making it right.

Defective Products: If your unopened product is genuinely defective (arrived damaged, ink separated, seal compromised by us during packing), we cover the return shipping and send a replacement immediately.

Damaged or Defective Products

Received a damaged kit? We'll fix this immediately.

What Qualifies as Damaged or Defective?

  • The package arrived visibly damaged and the product inside is affected

  • The seal was broken during our packing (not just shipping damage to the outer box)

  • The ink looks separated, discolored, or compromised

  • The skin prep wipes are dried out or damaged

  • Any component is missing or broken inside the sealed packaging

What to Do

Report damage within 48 hours of delivery with clear photos showing:

  • The damaged packaging

  • The damaged product inside

  • Your order number

Send photos and details to hello@heytats.com or WhatsApp +92-3186056044. We'll approve a replacement immediately—no back-and-forth. In most cases, we'll ship a replacement the same day and you can keep the damaged item or return it later at no cost to you.

Received the Wrong Item?

If we messed up and sent you a different design than you ordered, here's how we handle it:

Process for Wrong Items

Step 1: Contact us immediately with your order number and a photo of what you received vs. what you ordered. This should happen within 48 hours of delivery.

Step 2: We'll verify the mistake on our end and approve the return immediately.

Step 3: We'll send you the correct item right away via express shipping (usually overnight). You don't have to send the wrong item back before receiving the correct one.

Step 4: Once you receive the correct item and verify it, we'll arrange a pickup of the wrong item at no cost to you, or we'll provide a prepaid label for you to ship it back.

We cover all costs for this—return shipping, express shipping for your correct item, everything. It was our mistake.

Exchange Policy

Changed your mind about the design? Want a different size or placement suggestion? You can exchange for a different product instead of returning for a refund.

How Exchanges Work

Unopened products: If your original order is unopened and sealed within the 5-day window, you can exchange it for any other HeyTats design of equal or lesser value.

If the new design costs more: You'll need to pay the price difference. We'll send you a payment link for the difference, then ship out your new design.

If the new design costs less: We'll issue you a credit toward future orders for the difference, or refund the difference to your original payment method—your choice.

Return shipping: You cover the cost of returning your unopened original item (just like a standard return). Once we receive it, we'll ship your new design at no extra cost.

Fast exchanges: In many cases, if you're an existing customer, we'll ship your new design before receiving your return. Contact hello@heytats.com or WhatsApp +92-3186056044 to arrange this.

What About Refunds?

Refund Timeline

Once we receive your returned item and verify it's unopened and in original condition, we process your refund within 3–5 business days. The refund is issued to your original payment method.

  • Card/Bank Transfer payments: Refunds appear within 3–5 business days, depending on your bank.

  • Cash on Delivery orders: Refunds are processed via bank transfer to the account you provide. You'll receive the refund within 5–7 business days.

Return shipping cost is not refunded. You paid to return the item, so that's a sunk cost. We only refund the product price itself.

Frequently Asked Questions

Q: Can I return a tattoo after I've applied it?

No. Once applied to your skin, it's a used hygiene product and cannot be returned. This is for your health and ours. It's the same as returning a used toothbrush or contact lens—once it touches your skin, we can't accept it back. If you're worried about the product before applying it, open it and inspect it carefully. If something seems wrong, contact us immediately before application.

Q: What if the tattoo didn't last long enough?

Semi-permanent tattoos naturally fade after 1–2 weeks depending on your skin type, water exposure, and how often you wash the area. This is normal and not a defect. It's not returnable because it's expected behavior, not a product failure. If your tattoo fell off after 2–3 days (not due to washing or water exposure), that's different—contact us and we'll investigate.

Q: Can I return a product after 5 days if there's a good reason?

The 5-day window is firm, but reach out to us before day 5 ends if you have a legitimate concern. We may be able to work with you. But if you contact us on day 7 or later, we can't process a return. This timeline protects both of us and keeps our operations running smoothly.

Q: Do you charge a restocking fee?

No restocking fees. We only ask that you cover return shipping for standard returns (when you change your mind). If the error was on our end, we cover everything.

Q: What if I ordered the wrong design by accident?

Contact us within 5 days of delivery and we can arrange an exchange. You'll cover the cost of returning your original unopened design, then pay any price difference if you're upgrading to a more expensive design. If you're downgrading, you'll get store credit or a refund for the difference.

Q: Can I return a product if the outer box is damaged but the product inside is sealed?

Yes. Shipping damage to the outer packaging is normal and expected. What matters is that the inner product is still sealed and undamaged. If the inner kit is still sealed, it's returnable.

Q: How do I know if my product is actually sealed?

HeyTats products come with a clear security seal across the package opening. If the seal is intact and hasn't been tampered with, it's sealed. The seal will have the HeyTats branding on it. Don't confuse regular packaging tape with our security seal—the seal is what matters.

Contact Us for Returns

Need to start a return or have questions? We're here to help:

Email: hello@heytats.com
WhatsApp: +92-3186056044
Hours: 10 AM–8 PM PKT (Monday–Friday), 12–6 PM (Saturday–Sunday)
Response time: We reply within 2 hours during business hours.

Have your order number ready when you reach out. Include clear photos of the unopened product and packaging. We'll get back to you quickly with next steps.