Returns & Refunds
Here you will find specific information about the right of withdrawal and complaints regarding our e-commerce.
Right of Withdrawal
As a consumer, you have the right to a 14-day withdrawal period from the day you receive your order, in accordance with the Distance and Off-Premises Contracts Act. However, we choose to offer you a 30-day right of withdrawal (30-day open purchase). This means you have the right to cancel your purchase by notifying Heyshine within 30 days from receiving the ordered product (the withdrawal period).
If the product is returned in a deteriorated condition, we will make a deduction from the refund equivalent to the reduced value of the product, to the extent that such depreciation is due to you having handled the product more than necessary to determine its characteristics or function.
When exercising the right of withdrawal, you pay for the return shipping. Since you are responsible for the product until we receive it, it is important that the item is properly packaged.
The right of withdrawal does not apply to products that are made specifically for you as a customer. This includes items designed according to your wishes or personalized in any way. An example would be a piece of jewelry engraved with a name.
Refunds
For most items, in the unlikely event your product is faulty, you may return it to us for a refund or exchange within 30 days of receipt. Return shipping refunds are not available in this case. Once we have received and approved your return, your refund will be issued to the same account used for payment, within 14 days of notifying us of your withdrawal (provided we have received your returned product on time). If you paid via Klarna, they will also send an updated invoice by email.
Returns (if applicable)
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
Once your return has been received and inspected, we will send you an email to confirm receipt. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment.
Returns after 30 days from the delivery date will not be accepted.
Lifetime Warranty (if applicable)
Some products are covered by a lifetime warranty. The warranty applies to a maximum of 3 product replacements. Heyshine reserves the right to choose whether to refund the full amount or send you a new item.
How to Make a Return
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Contact customer service: Email info@tryheyshine.com with your name, email, and order number.
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Customer service will send you a withdrawal form via email.
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Once the withdrawal form is completed and approved, customer service will instruct you on where to send your return.
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Each customer is responsible for paying the return shipping cost. Shipping costs are non-refundable.
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Send the package back. We recommend using PostNord at your nearest postal agent.
You should consider using a trackable shipping method or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Return packages to the following address:
Heyshine
Lindeborgsgatan 295
215 81 Malmö
Sweden
Unclaimed Packages
Your package will remain at the pick-up point for 7 days. After that, it will be returned to us as an unclaimed return. If your package is delivered to a pick-up point, you will receive a notice about where to collect it.
Unclaimed returns are subject to a handling fee of 89 SEK. This fee includes shipping, return shipping, administration, and handling costs.
We charge 89 SEK for unclaimed goods. If you have changed your mind after the package has been dispatched, you must still collect it from your pick-up point and return it to us. Otherwise, it will be registered as unclaimed, and the 89 SEK fee will be charged automatically.
When your delivery is returned to us as an unclaimed return, it will be canceled. We will cancel your payment and refund the amount minus the unclaimed package fee of 89 SEK. If you have an unpaid invoice, the amount will be adjusted. If you’ve already paid, the money will be refunded. If we cannot deduct the fee from the paid amount, we will instead send you an invoice.
Heyshine is not responsible for whether or not PostNord has notified you of the delivery. Nor are we responsible for other circumstances that prevented you from collecting the package, such as work or illness.
Note: You can often extend the pick-up time directly in PostNord’s free mobile app.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us via our contact form or at info@tryheyshine.com.
Partial Refunds
Any order not in its original condition, damaged, or missing parts for reasons not due to our error may be denied a full refund or only partially refunded. We will notify you via email after inspecting the returned item.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us via our contact form for assistance.
Complaints
If a product is broken or otherwise defective, you have the right to file a complaint. Start by taking photos of the damaged item. We need the pictures and your order number to process your complaint.
Only after we have reviewed the product through the images should you send the product to us. We will then thoroughly inspect the product to determine the cause of the damage and whether it is covered by the warranty. If it is, we will offer a repair, replacement, or compensation.
Complaints are valid only in the case of manufacturing defects. This does not cover lost items, normal wear and tear, or careless handling.
We always carefully inspect the items you ordered before we pack and ship them to you. This minimizes the risk of sending out factory-defective goods. Despite this, transport damage can occur during shipping. If the product is damaged or defective upon arrival, you are entitled to make a complaint. Please inspect your received product carefully upon delivery.
As a consumer, you must file a complaint within a reasonable time after discovering the defect. Within two months is always considered reasonable. You have a 3-year right to make a complaint.
For approved complaints, we will cover the return shipping.
Contact our customer service at info@tryheyshine.com for further assistance. At Heyshine, we reserve the right to decide whether the issue will be resolved or a new product will be sent. If you are dissatisfied with the handling of your complaint, you can contact the National Board for Consumer Disputes (ARN) at www.arn.se. If a dispute arises, our policy is to follow ARN’s recommendations.