If you would like to return an item, please read the following carefully:
Eligibility
Returns are accepted within 14 days of delivery for all customers worldwide.
A "change of mind" return applies when you decide you no longer want the item after receiving it, even if it meets expectations.
Condition
For hygiene reasons, returns are only accepted for products that remain unused, clean, and in resalable condition.
Products showing signs of wear, use, odor, damage, or handling beyond what is necessary to inspect the item may not be eligible for return.
We reserve the right to inspect all returned products before approving a refund.
Return Shipping
Customers are responsible for all return shipping costs for change of mind returns.
You may use any courier service at your own expense, and a tracked shipping method is strongly recommended.
Refunds are only processed once the returned item arrives at our warehouse and passes inspection.
Defective or Incorrect Items
If your item arrives defective, damaged, or incorrect, we will provide a replacement or a full refund at no cost.
A defect refers to a clear manufacturing issue present at the time of delivery, such as:
- Material separation
- Structural defects
- Manufacturing faults affecting normal use
- Incorrect item received
The following are not considered defects:
- Minor cosmetic variations
- Minor differences in texture, firmness, or appearance
- Normal compression resulting from packaging
- Subjective comfort preferences
- Normal wear resulting from use
Defect Reporting Timeframe
Customers must inspect their order upon delivery.
Any defects, damage, or issues must be reported within 14 days of the delivery date.
Claims reported after this period may be declined, as we may no longer be able to verify whether the issue existed at the time of delivery or occurred after use, handling, or storage.
Refunds
Once we receive and inspect your return, your refund will be processed to your original payment method.
Standard shipping costs are refunded where required by law.
Express shipping fees are non-refundable once an order has been dispatched.
Return Address
All returns are processed through our returns facility in Portugal.
Once your return request is approved, we will provide the return address and detailed instructions by email.
Important
Returns must arrive at our warehouse in order to be processed.
Returns that are incorrectly declared, incur customs charges, or are returned to sender may not be eligible for a refund.
Products that do not meet the conditions outlined in this policy may be refused and returned to the customer.
Need Help?
Questions? Contact us at support@heulix.com and our support team will get back to you within 24 hours.