Refund policy

30-Day Return Guarantee

We offer a 30-day return window from the date of delivery for customers in Norway, Sweden, and the European Union. We accept returns for both defective and non-defective products, provided they meet our return conditions.

Return Eligibility

What can be returned:

  • Unused products in original condition
  • Unopened items with all seals and packaging intact
  • Products with manufacturing defects
  • Incorrect items received

What cannot be returned:

  • Opened or used products
  • Items marked as final sale
  • Gift cards
  • Digital downloads
  • Products returned after 30 days

How to Request a Refund

Step 1: Contact Us

Within 30 days of receiving your order, contact our customer service team with:

  • Your order number
  • Reason for return
  • Photos (if item is damaged or incorrect)

Step 2: Receive Return Authorization

We will provide you with:

  • Return authorization number
  • Return shipping address
  • Return instructions

Step 3: Ship Your Return

  • Package items securely in original packaging
  • Include all original accessories, manuals, and documentation
  • Use a trackable shipping method (recommended)
  • Keep your shipping receipt

Return Shipping Costs

Important: Customers are responsible for all return shipping costs, even if your original order qualified for free shipping. We recommend using tracked shipping as we cannot be held responsible for items lost in transit.

Refund Processing

Timeline

  • Refunds are processed within 2-5 business days after we receive and inspect your returned item
  • Bank processing may take an additional 3-5 business days

Refund Method

  • Refunds will be issued to your original payment method
  • Original shipping charges are non-refundable
  • Free shipping threshold refunds: If your return brings your order below the free shipping threshold, original shipping costs may be deducted from your refund

Partial Refunds

We reserve the right to issue partial refunds for:

  • Items returned in used or damaged condition
  • Items returned without original packaging or accessories
  • Returns received after the 30-day window (at our discretion)

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately (within 48 hours of delivery)
  2. Provide photos of the damage/defect
  3. Do not discard the item or packaging
  4. We will arrange return shipping at our expense for genuinely defective items

Exchanges

We do not offer direct exchanges. To exchange an item:

  1. Return the original item for a refund
  2. Place a new order for the desired item

International Returns (EU/UK)

  • Customers are responsible for any customs fees or import duties on returned items
  • We cannot refund customs charges paid on the original order
  • Returns must be marked as "Return Merchandise" to avoid additional charges

Order Cancellations

  • Orders can be cancelled within 24 hours of placement for a full refund
  • After 24 hours, standard return policy applies
  • Once shipped, orders cannot be cancelled and must be returned

Refund Exceptions

We reserve the right to refuse refunds for:

  • Excessive returns or suspected abuse of our refund policy
  • Items that show clear signs of use or wear
  • Returns without prior authorization

Consumer Rights

Legal Compliance

This refund policy complies with:

  • Norwegian Consumer Purchase Act (Forbrukerkjøpsloven)
  • EU Consumer Rights Directive (2011/83/EU)
  • UK Consumer Rights Act 2015

Your Statutory Rights

This refund policy does not affect your statutory rights. EU/EEA/UK consumers have a legal right to cancel online purchases within 14 days. Our 30-day policy extends beyond this minimum requirement.

Contact Information

For refund inquiries:

  • Email: info@heycha.no
  • Response time: 24-48 hours on business days
  • Please include your order number in all correspondence

Dispute Resolution

If you're not satisfied with our refund decision:

  1. Contact our customer service manager
  2. If unresolved, you may contact your local consumer protection agency
  3. EU customers can use the ODR platform: ec.europa.eu/consumers/odr

Policy Updates

We reserve the right to modify this refund policy at any time. Changes apply to orders placed after the update date.

Last updated: [Current Date]