Refund and cancellation

At Heizeno, we strive for satisfied customers. If your order is not to your satisfaction, you can exercise your right of withdrawal within 14 days of receipt.

Right of withdrawal

You have the right to return your order without giving a reason within 14 days of receipt. After notifying us, you have another 14 days to send the product back. You will receive a full refund of the order amount, including the delivery costs for the outbound shipment if the entire order is returned.

Please note: return shipping costs are at your own expense, unless otherwise agreed.

Return conditions

A return will be accepted when:

• The product is complete and unused

• It is returned in its original condition

• Preferably in its original packaging (or equivalently packaged)

• The return notification is submitted within 14 days

If the product has been used, damaged, or is incomplete, a reduction in value may be charged.

Exceptions

For safety and quality reasons, we cannot accept the following items if they have been opened or used:

• Fuels (kerosene)

• Consumables such as wicks, gaskets, igniters, and filters
  (unless the packaging is unopened and the product is unused)

Refund

Within 14 days of receiving the return shipment, the amount will be refunded using the same payment method used for the order. If the product has not yet been returned, we may wait until the shipment has arrived.

Product defective or delivered incorrectly?

Contact us within 48 hours. Send photos + your order number, and we will find a suitable solution or replacement.