Refund policy

Returns & Refunds

14-day right of withdrawal

If you are a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order without giving a reason.

Where an order contains several products delivered separately, the withdrawal period begins when you, or a third party designated by you other than the carrier, receives the final product in the order.

You may also notify us of your withdrawal before the goods have been delivered.

To exercise your right of withdrawal, you must clearly inform HEYA of your decision within the 14-day withdrawal period.

You can exercise your right of withdrawal electronically through your HEYA customer account. Sign in to your customer account, open the relevant order and select the available option to cancel or return the items. For items that have not yet been fulfilled, you can submit a cancellation request. For eligible delivered items, you can submit a return request.

When you submit a withdrawal through your customer account, you will receive an acknowledgement of your request electronically.

You may also exercise your right of withdrawal by emailing info@heya.fi or by sending another clear written statement identifying you, the relevant order and your decision to withdraw.

You do not need to give a reason for the withdrawal.

After notifying us of your withdrawal, you must return the products without undue delay and no later than 14 days after submitting your notice.

Simply returning a product without clearly notifying us of your decision to withdraw is not sufficient.

Condition of returned products

During the withdrawal period, you may examine and try a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, similarly to how you could inspect it in a physical store.

Please handle products carefully and, where possible, return them with their original labels and packaging.

If a product has been handled beyond what is reasonably necessary to inspect it, we may make a deduction from the refund corresponding to any actual reduction in the value of the product.

Products sold as sets, bundles or multipacks must normally be returned together where they form one product or were sold for one combined price.

Return shipping costs

Unless otherwise agreed, the customer is responsible for arranging and paying the direct cost of returning products when exercising the statutory right of withdrawal.

We recommend using a tracked delivery method and retaining proof of postage. The customer is responsible for the returned products until they are delivered to HEYA, except where mandatory law provides otherwise.

If a product is faulty, damaged or incorrect, please contact us before returning it. Where HEYA is responsible for the issue under applicable consumer law, HEYA will cover the reasonable costs of returning the product.

Return instructions and the applicable return address will be provided as part of the return process or when you contact us.

Damaged, defective or incorrect items

Please inspect your order after delivery.

If you receive a product that is damaged, defective or different from what you ordered, please contact us at info@heya.fi within a reasonable time after discovering the issue.

Please include your order number, a description of the issue and, where relevant, photographs showing the problem so that we can assess the matter.

If the product is faulty or does not conform to the purchase agreement, we will provide the remedies required under applicable consumer protection law.

Nothing in this policy limits your statutory rights regarding faulty or non-conforming goods.

Exceptions to the right of withdrawal

The statutory right of withdrawal does not apply where an exception provided by applicable consumer law applies.

Where a product is subject to such an exception, this will be clearly communicated to you where required by law.

Nothing in this section limits any mandatory consumer rights that apply to your purchase.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, colour or other variant, you can return the original eligible product in accordance with this policy and place a new order separately.

Refunds

If you validly withdraw from your purchase, we will refund the payments received for the products you return.

If you withdraw from your entire order under your statutory right of withdrawal, we will also refund the cost of the least expensive standard delivery method offered for that order.

If you selected a more expensive delivery method, such as express delivery, any additional amount paid above the cost of our least expensive standard delivery option will not be refunded.

If you return only part of your order, the original delivery charge will not be refunded unless required by applicable law.

Refunds will be made without undue delay and no later than 14 days after we receive your notice of withdrawal. However, we may withhold the refund until we have received the returned products or you have provided reliable proof that they have been sent back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a fee for receiving the refund.

If a returned product has been handled beyond what was reasonably necessary to establish its nature, characteristics and functioning, we may deduct an amount corresponding to the actual reduction in its value.

For questions regarding returns or refunds, contact us at info@heya.fi.