Return and Refund Policy

At Heizeno, we offer a voluntary 30-day return policy. This means you may request a return within 30 days after receiving your order.

This voluntary policy is offered in addition to your statutory consumer rights, including the 14-day European Union right of withdrawal described below.

Return Conditions

To qualify for a return under our voluntary 30-day return policy, the Product must:

• be unused and undamaged;

• be in the same condition in which it was received;

• include all supplied parts, accessories, manuals, and labels;

• preferably be returned in its original packaging; and

• be accompanied by the receipt, order confirmation, or other proof of purchase.

The Product must be packed carefully and securely for return transport.

The stricter conditions of this voluntary return policy do not restrict the statutory 14-day right of withdrawal. During the statutory withdrawal period, a Consumer may inspect a Product as they would be permitted to do in a physical store. The Consumer may be liable for any reduction in value caused by handling beyond what is necessary to determine the nature, characteristics, and functioning of the Product.

Starting a Return

To request a return, contact us at:

Email: info@heizeno.com

Please include:

• your name;

• your order number;

• the Product you wish to return;

• the reason for the return, if applicable; and

• photographs if the Product is damaged, defective, or incorrect.

If the return is accepted, we will provide instructions explaining how and where the Product must be returned.

Products returned without first requesting a return may be refused or may take longer to process.

Do not send returns to our registered address or showroom unless we have expressly instructed you to do so.

Return Shipping Costs and Risk

Unless otherwise required by law, the direct costs of returning a Product are borne by the Customer.

The Customer is responsible for choosing a suitable carrier and return method. We recommend using a tracked and adequately insured shipping service, particularly for valuable, large, heavy, fragile, or transport-restricted Products.

The risk of loss or damage during the return shipment remains with the Customer until the Product has been received by us.

We do not provide estimated return shipping costs. The cost depends on factors such as the Product, package dimensions, weight, destination, carrier, insurance, and selected shipping method.

If a Product was delivered incorrectly, damaged, or defective and the issue is attributable to Heizeno, we will provide an appropriate solution and bear the reasonable return shipping costs.

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

• the Product is damaged;

• the Product appears to be defective;

• parts or accessories are missing; or

• you received a different Product from the one ordered.

Send your order number, a clear description of the issue, and, where possible, photographs or video material to info@heizeno.com.

We will assess the issue and provide an appropriate solution. Depending on the circumstances, this may include repair, replacement, delivery of missing parts, a price reduction, or a refund.

Nothing in this policy limits your statutory rights regarding defective or non-conforming Products.

Exceptions and Non-Returnable Products

Certain Products cannot be returned or may only be returned under specific conditions, including:

• Products made to the Customer’s specifications;

• personalised or custom-made Products;

• sealed Products that are unsuitable for return for health-protection or hygiene reasons if the seal has been broken;

• Products that have become inseparably mixed with other goods after delivery;

• Products that deteriorate rapidly or have a limited shelf life;

• gift cards, except where otherwise required by law; and

• other Products excluded from the right of withdrawal under applicable law.

Opened, installed, filled, ignited, operated, damaged, or visibly used Products may be excluded from the voluntary return period between day 15 and day 30.

This does not automatically remove a Consumer’s statutory rights. Within the statutory withdrawal period, the Consumer may inspect the Product to the extent necessary to establish its nature, characteristics, and functioning. Any unnecessary use may result in a deduction for loss of value.

Fuels and Transport-Restricted Products

Fuels, flammable liquids, gases, aerosols, and other hazardous or transport-restricted Products must not be returned without prior Written instructions from Heizeno.

These Products may be subject to special packaging, labelling, carrier, and transport requirements. Contact us before arranging a return.

This transport restriction does not remove any statutory rights you may have.

Sale Products

Discounted and sale Products remain covered by the statutory 14-day right of withdrawal, where applicable.

Sale Products may be excluded from the additional voluntary return period between day 15 and day 30 if this exclusion was clearly communicated before purchase.

If you are uncertain whether a Product can be returned, contact us at info@heizeno.com before sending it.

Exchanges

We do not automatically exchange returned Products.

The quickest way to receive another Product is to:

1. request and complete the return of the original Product; and

2. place a separate order for the desired Product.

A new order is subject to the price, availability, delivery conditions, and payment requirements applicable at the time it is placed.

If an incorrect or defective Product was delivered, please contact us before placing a replacement order.

14-Day European Union Right of Withdrawal

If you are a Consumer and the Product was purchased through a Distance Agreement, you generally have the right to withdraw from the Agreement within 14 days without giving a reason.

The withdrawal period starts on the day after you, or a third party designated by you other than the carrier, receives the Product.

If one order contains several Products delivered separately, the withdrawal period starts on the day after the final Product is received.

To exercise your right of withdrawal, you must inform us within the 14-day period by sending an unambiguous statement to:

Email: info@heizeno.com

You may also use the model withdrawal form provided by Heizeno, but its use is not mandatory.

After notifying us of the withdrawal, you must return the Product within 14 days.

The direct return shipping costs are borne by the Consumer, unless:

• Heizeno has agreed to bear those costs;

• the Product was delivered incorrectly;

• the Product is defective or non-conforming; or

• applicable law requires otherwise.

The return shipment is at the Consumer’s risk until it has been received by Heizeno. We therefore recommend using tracked and adequately insured shipping.

The Consumer may inspect the Product only to the extent necessary to determine its nature, characteristics, and functioning. The Consumer is responsible for any reduction in value caused by handling beyond what is necessary for this inspection.

Returning the Product in its original packaging is strongly recommended but is not an absolute condition for exercising the statutory right of withdrawal.

Refunds

We will notify you after receiving and inspecting your return.

If the return is approved, the refund will be made to the original payment method. We aim to process approved refunds within ten business days after receiving and inspecting the return, subject to the applicable statutory deadlines.

For a valid statutory withdrawal, we will refund:

• the purchase price of the returned Products; and

• the standard outbound delivery costs if the complete order is returned.

Additional delivery costs resulting from choosing a more expensive delivery method than our standard delivery option will not be refunded.

If only part of an order is returned, the original delivery costs will generally not be refunded unless required by law.

We may deduct an amount corresponding to any reduction in value caused by handling or use beyond what is necessary to inspect the Product.

We may withhold the refund until:

• we have received the returned Product; or

• you have provided sufficient evidence that the Product has been returned,

whichever occurs first.

Please note that banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was processed, contact us at info@heizeno.com.

Contact

For questions concerning returns, refunds, damaged Products, or your right of withdrawal, contact:

Shops4U – Heizeno
Mon Plaisir 6 K
4879 AN Etten-Leur
The Netherlands

Email: info@heizeno.com
Telephone: +31 085-8227325
Website: https://www.heizeno.com
Chamber of Commerce: 96189460
VAT identification number: NL005194917B14

Showroom visits are possible by appointment only.