Refund policy
EU customers: In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To request a return or cancellation within the EU, please log in to your customer account here:
To exercise this right, contact us at heij-karen@heijk.com within 14 days of delivery. Items must be returned to our warehouse in their original condition and original packaging, with proof of purchase. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
Non-EU customers: We offer a full refund for any order that is defective, damaged, or incorrect — no return required. Simply contact us at heij-karen@heijk.com with a photo of the issue within 14 days of delivery. This option is not available for EU customers - returns are always required within the EU.
Exchanges: If you would like a different item, please contact us, and we will find the best solution for you depending on your location.
Exceptions / non-returnable items: Certain types of items cannot be returned, like custom/personalized items and hazardous materials. Please get in touch if you have questions about your specific item. We do not accept returns on sale items or gift cards. EU customers retain their statutory 14-day right of withdrawal regardless of whether items were purchased at full or sale price.
Refunds: We will notify you once we've received and inspected your return, and let you know if the refund was approved. 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. If more than 15 business days have passed since we've approved your return, please contact us at heij-karen@heijk.com.