Refund policy

Returns

At Heysnus, your complete satisfaction is paramount to us. That's why we're committed to a straightforward 7-day return and exchange policy:

Should you find your product damaged upon arrival or defective, Heysnus offers a full refund guarantee. Our 7-day return and exchange policy kicks in from the day you receive your item. To qualify for a return, the product must be in its original, unopened, unused condition, and must be returned with proof of purchase. For returns, simply drop us an email at hey@heysnus.com with the subject line "Return". Please include your order number, your name, and the reason for returning the item. We'll promptly send you instructions on where to send back your item. Do note, however, that return shipping costs fall to you, the customer. Upon receiving and inspecting the returned item, you'll get a confirmation email about the status of your refund. Approved refunds are swiftly processed, and a credit will automatically be applied to your original method of payment.

Right of Withdrawal

To exercise your right of withdrawal, inform us of your decision with a clear statement (e.g., an email to hey@heysnus.com).

Consequences of Revocation:

Upon revocation of your purchase, Heysnus commits to refunding all payments received from you, save for delivery and return costs, promptly and no later than fourteen days from the day we received and verified the returned goods.

For refunds, the standard delivery charge will apply (refer to our shipping terms), without any discounts. Return shipping, charged at €5.00, will be deducted from your refund total. Refunds are processed using your original payment method, at no extra charge to you. On choosing this option, we'll instantly acknowledge receipt of your withdrawal by email. Goods must be returned to us promptly, within a maximum of seven days. You will cover the direct costs associated with returning the goods.

Refund Process

Once your return is received and inspected, we will notify you by email. We'll also let you know about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

Late or Missing Refunds

Haven't seen your refund yet? First, check your bank account again. Next, reach out to your credit card company, as it may take some time before your refund is officially posted. Following that, contact your bank. There is often some processing time before a refund is posted. If after doing all this you still haven't received your refund, please get in touch with us at hey@heysnus.com.

Special Offers

Please note, only regularly priced items are eligible for a refund. Unfortunately, items purchased on promotion cannot be refunded.

Age Verification

Heysnus strictly adheres to an age verification process. To receive your first order, the customer must be physically present and provide valid identification. If our delivery partner finds the recipient to be underage, they are legally unable to deliver the package, which will then be returned to Heysnus. In such instances, the customer will be responsible for all associated costs (delivery, return, and handling fees).