Right of Withdrawal - Cancellation Policy

Last Updated: 19 June 2026

1. Overview

This Right of Withdrawal Policy is designed to comply with the European Union's Consumer Rights Directive 2011/83/EU and the new requirements of EU Directive 2023/2673, which mandate a clear and accessible digital withdrawal process for consumers .

Heys EU GmbH ("we," "us," "our") provides this policy to inform you of your statutory rights when purchasing products from our online store.

2. Your Right of Withdrawal

If you are a consumer located in the European Union, you have the legal right to withdraw from a distance contract (such as an online purchase) within 14 days of receiving your goods, without giving any reason . This is in addition to our 30-day return guarantee detailed in Section 8.

Important: Our standard 30-day return policy offers you more time than the statutory 14-day minimum, so you benefit from the longer period. However, this document outlines your legal rights under EU law.

3. Withdrawal Period

The withdrawal period ends 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods .

For multiple goods ordered in one order but delivered separately, the period ends 14 days after you acquire physical possession of the last good.
For a good consisting of multiple lots or pieces, the period ends 14 days after you acquire physical possession of the last lot or piece.

4. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision clearly and unequivocally before the withdrawal period expires

You may send a clear statement to us, for example:

By email to Service.EU@heys.com
By using the model withdrawal form provided below in Section 12
By any other unequivocal statement

Contact Details for Withdrawal:

Email: Service.EU@heys.com
Address: Heys EU GmbH, [Insert Full Registered Address]

Burden of Proof: The burden of proving that you have exercised your right of withdrawal within the time limit rests on you. We recommend using a durable medium (such as email) to communicate your withdrawal and keep a copy

5. Return of Goods

Deadline for Return: Unless we have offered to collect the goods, you must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your decision to withdraw from the contract The deadline is met if you send back the goods before the 14-day period has expired.

Return Shipping Costs:

As a general rule under EU law, you are responsible for the direct cost of returning the goods.
However, as per our Return Policy, we will provide you with a prepaid return label. The direct cost will be reflected in the form of a standard €10.00 return fee deducted from your refund [citation: Return Policy]. For customers in the United Kingdom, Switzerland, Ukraine, Turkey, and Russia, you are responsible for arranging and paying for your own returns [citation: Return Policy].

Withholding Refund: We may withhold your reimbursement until we have received the goods back, or until you provide evidence that you have sent back the goods, whichever is the earliest.

6. Effects of Withdrawal

Reimbursement: If you validly withdraw from the contract, we will reimburse all payments received from you, including delivery costs (except for any supplementary costs resulting from your choice of a delivery type other than the least expensive type of standard delivery offered by us).

Timing of Reimbursement: We will process your reimbursement without undue delay, and in any event not later than 14 days from the day on which we are informed of your decision to withdraw.

Method of Reimbursement: We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

Deductions: We may make a deduction from the reimbursement for loss in value of the goods supplied, if the loss is the result of unnecessary handling by you (i.e., handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods).

Return Fee: As stated in our Return Policy, your refund will be processed minus a standard €10.00 return fee and your original shipping charges [citation: Return Policy ].

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following contracts:

Sealed Goods: The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Personalized Goods: The supply of goods made to the consumer's specifications or clearly personalized.
Perishable Goods: The supply of goods that are liable to deteriorate or expire rapidly.
Periodicals: The supply of a newspaper, periodical, or magazine (except subscription contracts).
Digital Content: The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and acknowledgment that they thereby lose their right of withdrawal.
Urgent Repairs: Contracts for urgent repairs or maintenance where the consumer specifically requested the trader to visit them.
Goods with Sealed Audio/Video Recordings or Software: Sealed audio or video recordings or sealed computer software which were unsealed after delivery.

8. Our 30-Day Return Guarantee

In addition to your statutory right of withdrawal, Heys EU GmbH guarantees all unused merchandise for 30 days from receipt of shipment [citation: Return Policy ]. If you are not completely satisfied, you may return or exchange the product within this period. Please refer to our full Return Policy for details on this process.

9. Exchanges

We offer exchanges subject to the following conditions:

We will provide you with a prepaid return label.
Once we receive the unused product(s), we will provide a direct exchange if the new item(s) are of the same total value.
If you wish to exchange for a product of greater or lesser value, we will process a refund (as per the returns procedure) and you must place a new order for the new product(s).

10. Faulty Goods

If you receive a faulty good which is not in conformity with the contract, you have the choice, within the 14-day withdrawal period, of either invoking the remedies under the Sale of Goods Directive (such as repair, replacement, or price reduction) or withdrawing from the contract. This is without prejudice to your statutory rights regarding faulty goods.

11. Personal Data and Digital Content

Data Handling upon Withdrawal: In the event of withdrawal, we will comply with all obligations under the General Data Protection Regulation (GDPR) regarding your personal data. We will refrain from using any content (other than personal data) that you provided or created when using our digital services, except in limited circumstances (e.g., where the content has no utility outside our service, has been aggregated, or was generated jointly with others).

Retrieval of Content: Where applicable, you may request that we make available, free of charge and in a commonly used machine-readable format, any non-personal content you provided or created through the use of our digital services.

Disabling Access: Upon withdrawal, we may prevent any further use of our digital content or services by you, including disabling your user account.