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Store policy

Retourbeleid

🛡️ Your right of withdrawal (Consumer Rights Directive 2011/83/EU)

You have the right to withdraw from this contract within 14 calendar days of receiving your order, without giving any reason. To exercise this right, notify the store of your decision by any unambiguous statement (e.g., email or contact form). We will refund all payments within 14 days of receiving your withdrawal request, using the same payment method as the original transaction.

Returns & Refunds Policy

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At Heusom, your satisfaction is our priority. If you are not completely happy with your purchase, we offer a straightforward 30-day returns process. This policy applies to all orders placed through heusom.store.

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Your Statutory Rights

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This policy is in addition to your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights as a consumer, including your 14-day cooling-off period for online purchases.

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30-Day Return Window

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You may return most items within 30 days of delivery for a full refund or exchange, provided they meet the following conditions:

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  • The item is unused, unworn, and in its original condition.
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  • All original packaging, tags, and accessories are included.
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  • Hygiene-sealed products (where applicable) must have the seal intact.
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Items that show signs of use, damage, or missing packaging may not qualify for a full refund. We will notify you if this applies to your return.

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How to Start a Return

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  1. Contact us at [email protected] with your order number and the reason for your return.
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  2. Our team will respond within 24 hours with a Return Authorisation Number (RAN) and instructions.
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  3. Pack the item securely and post it using a tracked delivery service. We cannot accept responsibility for items lost in transit without tracking.
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Returns sent without a Return Authorisation Number may experience processing delays.

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Return Shipping

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  • Faulty or incorrect items: We will provide a prepaid return label at no cost to you.
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  • Change-of-mind returns: The customer is responsible for return postage costs. We recommend a tracked service for your protection.
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Refund Processing

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Once we receive and inspect your return, we will email you within 2 business days to confirm whether your refund has been approved.

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  • Approved refunds are processed to your original payment method within 5–7 business days.
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  • Depending on your bank or card issuer, it may take an additional 3–5 business days to appear on your statement.
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Exchanges

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Want a different size, colour, or variant? Contact us at [email protected] within 30 days and we will arrange an exchange, subject to stock availability. If the replacement costs more, we will let you know before processing.

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Non-Returnable Items

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For hygiene and safety reasons, the following items cannot be returned once opened or used:

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  • Items with broken hygiene seals (where applicable)
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  • Personalised or custom-made products
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  • Gift cards and vouchers
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Damaged or Faulty Items

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If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photographs of the damage. We will arrange a replacement or full refund at no extra cost.

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Contact Us

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Heusom
Herengracht 100, Amsterdam 1015 BS
Email: [email protected] · Phone: +31 20 123 4567