Refund and Returns Policy

Welcome to heybreeze.co.uk. We want you to love everything you purchase from us, but if you need to return an item or request a refund, we are here to help.

Under the UK Consumer Contracts Regulations, you have legal rights when buying goods online. This policy outlines how and when you can return items and receive a refund.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Because you are buying online, you have the legal right to change your mind and cancel your order within 14 days of receiving your items without giving any reason.

  • Cancellation Window: You have 14 calendar days from the day after you (or a third party specified by you) receive the goods to notify us that you wish to cancel.

  • Return Window: Once you have notified us, you have an additional 14 days to send the items back to us.

2. Items Exempt from Returns & Refunds

For hygiene, health, or safety reasons, certain items cannot be returned unless they are faulty. These include:

  • Goods made to your personalised specifications or custom-made.

  • Perishable goods (such as food, flowers, or fresh products).

  • Sealed items that are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery (e.g., cosmetics, undergarments, earrings).

  • Unsealed audio, video recordings, or computer software.

3. Condition of Returned Items

To be eligible for a full refund under your right to cancel:

  • Items must be returned unused, unworn, and in the same condition that you received them.

  • Items must be in their original packaging with all tags, labels, and seals intact.

Note: We reserve the right to reduce the refund amount if the value of the goods has been diminished by unnecessary handling beyond what is reasonable to establish their nature, characteristics, and functioning (similar to what you would be allowed to do in a physical shop).

4. How to Initiate a Return

  1. Contact Us: Email our customer support team at support@heybreeze.co.uk with your order number, the item(s) you wish to return, and the reason for the return.

  2. Pack Your Items: Securely pack the item(s) in their original packaging, including your invoice or a note with your name and order number inside the package.

  3. Post Your Return: Send the package to our returns address:

    heybreeze.co.uk Returns > Contact us for returns address as different products are shipped from different warehouses. Thanks

5. Return Postage & Restocking Fees

  • Return Postage Costs: For change-of-mind returns, the customer is responsible for paying all return shipping costs. Initial outbound shipping charges paid at checkout are non-refundable. We strongly recommend using a tracked shipping service, as we cannot issue a refund if the item is lost in transit.

  • 15% Restocking Fee: * Returns made after the initial 14-day statutory cooling-off period (where accepted at our discretion) are subject to a 15% restocking fee, calculated based on the total product purchase price.

    • If an item returned within the 14-day cooling-off period shows signs of handling, opened packaging, or reduced resale value, a deduction of 15% (or more, depending on condition) will be applied to your refund to cover restocking and repacking costs.

6. Faulty, Damaged, or Incorrect Goods

Under the Consumer Rights Act 2015, you are entitled to goods that are as described, fit for purpose, and of satisfactory quality.

  • Within 30 Days: If your item arrives damaged, faulty, or incorrect, you have the right to an immediate full refund within 30 days of delivery.

  • After 30 Days: If a fault develops after 30 days, please contact us at support@heybreeze.co.uk. You may be entitled to a repair, replacement, or partial refund depending on the circumstances.

7. Refunds Process

  • Processing Time: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and confirm whether your refund has been approved.

  • Payment Method: Approved refunds will be processed back to your original method of payment within 14 calendar days of us receiving the returned goods (or receiving proof of return).

  • Delivery Fees: If you cancel your entire order within the 14-day cooling-off period, we will refund standard delivery costs. (If you chose an upgraded express delivery option, we will only refund up to the cost of standard delivery).

8. Contact Us

If you have any questions about our Refunds & Returns Policy, please reach out to us:

  • Email: support@heybreeze.co.uk

  • Address: Contact us for returns address as different products are shipped from different warehouses. Thanks