Returns & Refunds
Here you will find specific information about the right of withdrawal and complaint regarding our e-commerce.
Right of withdrawal
As a consumer, you are entitled to 14 days with the right of withdrawal from the day you receive your order, according to the Distance Agreement Act and agreements outside business premises. However, we choose to offer you 30 days with the right of withdrawal (30 days open purchase). This means that you have the right to regret your purchase by notifying Heyshine it within 30 days of receiving the ordered product (cancellation period).
If the product is in a deteriorated condition on return, we make a deduction on the repayment that corresponds to the reduced value of the product, if and to the extent that such value reduction is due to the fact that you have handled the product to a greater extent than is necessary to determine its properties or function.
When exercising the right of withdrawal, you pay the return shipping. Since you are responsible for the product until we receive this, it is important that the product is well packaged.
The right of withdrawal does not apply to products that have been made specifically to you as a customer. This includes that the product has been designed according to your wishes, or that a personal touch has been put on the product. An example is a piece of jewelry where you got a name engraved.
Refund
For most articles, in the unlikely situation that your product is incorrect, you can return it to us for refund or exchange of goods within 30 days of receipt. Refund of return shipping is not available for this. Once we have received and approved your return, your money is paid back to the same account you paid with, which is done no later than 14 days from notification of the right of withdrawal (provided we have received your returned product well in advance.). If you have paid with Klarna, they will also send an updated invoice by email to you.
Returns (if applicable)
To be eligible for return, your be must be unused and in the same condition as you got it. It should also be found in the original packaging.
Once your return has been received and inspected, we will send you an email to announce that we have received your returned order. We will also notify you of the approval or rejection of your refund. Upon approval of a refund, you will be credited and receive a refund to the payment method you selected at the time of order.
Returns after 30 days from the delivery date are not approved.
Lifetime Guarantee (if applicable)
On some products you can get the lifetime guarantee. The guarantee applies to compensation of a maximum of 3 products. Heyshine can choose whether to refund you the entire sum or send a new item to you.
This is how you make a return
- Contact Customer Service: Send email to info@tryheyshine.com with name, email and order number.
- Customer service will send a repentance form to you via email.
- In the event of an approved completed cancellation form, customer service will instruct you where to send your order for return.
- Each customer is responsible for paying the return shipping cost of the order. Shipping costs are not refunded.
- Send back the package. We recommend that you use Postnord at your nearest postal agent/pick -up point.
You should consider using a traceable shipping method or purchase shipping insurance. We do not guarantee that we will receive your returned order.
Packages should be returned to the address below:
Heyshine
Varvsgatan 25
117 29
Stockholm
Sweden
Not picked up packages
Your ordered package remains with the agent for 7 days, after that it will be sent back to us as an ombudsman. If your package is delivered to an agent, you will receive an avi on where to pick up.
Ombudses are charged with an expedition fee of SEK 89. This fee includes costs for shipping, return shipping, administration and handling.
We thus charge SEK 89 for unpacked goods. If you have regretted when the package has been sent from us, you must retrieve the package at your delivery point and send it back to us, otherwise it will be registered as not picked up and automatically charged 89 sec.
- When your delivery comes to return to us as an ombudsman return, it is shredded.
- We shred your payment and it is repaid to you minus the fee for unpacked packages of SEK 89. If you have an invoice that has not been paid yet, the amount will be corrected and if you have already paid you will receive the money refunded. In cases where we cannot deduct the amount from the payment made, we will send an invoice instead.
- If you still want what you ordered, you place a new order just as usual.
Heyshine does not take responsibility for whether or not Postnord announced the delivery. Also, Heyshine does not take responsibility for other events that have meant that you have not been able to retrieve the package, such as jobs or illness.
Note that it is often possible to extend the lying time of agents directly in PostNord's app which is free to download to the mobile.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to switch it to the same item, send an email via our contact form or via info@tryheyshine.com
Partial refund
All orders that are not in their original condition, are damaged or incomplete that are not due to errors from Heyshine can be rejected on a refund or partial refund. We will inform you via e -mail after inspection of the product received.
Delayed or missing repayments (if applicable)
- If you have not received any refund yet, first check your bank account.
- Then contact your credit card company, it may take some time before your refund is officially published.
- Contact your bank. There is often a treatment time before a refund is published.
If you have done all this and you still have not received your refund yet, please contact us by using our contact form and we will help you!
Complaint
If a product is broken or otherwise defect you have the right to advertise it. Start by taking pictures of the damaged item. We need the pictures and your order number to help you make a complaint.
Only after we have inspected your product through pictures should you send your product to us. We will then do a thorough inspection of the product to assess the cause of the damage and if it is covered by the guarantee. If so, we will offer a repair, new product or compensation.
Complaints of the product only apply if it is manufacturing defects. This does not cover lost objects, normal wear or careless handling.
We always carefully examine the products you have ordered before we pack and send them to you. This is to minimize the risk of getting factory damaged goods. Nevertheless, transport damage can sometimes occur during freight. Should the product be broken or incorrect when it arrives, you must advertise the product. Inspect the received product carefully upon receipt.
You as a consumer must advertise within a reasonable time from the fact that the error was discovered. Within two months, it is always counted as within a reasonable time. You have 3 years of complaint.
In the case of approved complaints, we are responsible for return shipping.
Contact our customer service info@tryheyshine.com for further assistance in the case. We at Heyshine choose whether the error should be corrected or if you are going to get a new product. If you are dissatisfied with a complaint case, you can always contact the General Complaints Board at www.arn.se. If we were to end up in a dispute, we have as a policy to follow the recommendations of the General Complaints Board.