Refund policy

 

RETURNS FOR PURCHASES DELIVERED



If you wish to use your right of cancellation in this agreement, we are required to refund all payments received from you, including delivery.


You must pay the direct cost of returning the item to us. To be reimbursed, we ask that you contact our customer service by email at cs@heveaplanet.com or by phoning our customer service at +45 50491480 (9 am – 4 pm CET) stating:



    • Full name of the purchased product

    • Your order number (starting with # on top of your enclosed receipt)

    • The reason for returning the product


Before returning a product and within 14 days from you have received the product according to the date on the proof of delivery from Fed-ex. The product must:



    • Remain in the original packaging

    • Not have been altered or used in any way

    • Not have been washed


When we receive your returned product we will issue you with a full refund for all payments received from you, including delivery – NOT the cost of returning the item to us. The amount will be refunded to you latest 14 days from we have received the goods form your.


The right of cancellation is met if you send your notice of cancellation before the cancellation period has expired – 14 days from when you received the item. We withhold payment until we receive the products. The deadline is met if you send back the goods without undue delay and no later than 14 days from the date you have informed us about the performance of the contract right of cancellation.


We recommend that you save the receipt as proof that you have delivered the package to the post / carrier.
You are only liable for any diminished value of the goods, such as breaking the sealed packaging, which ensures that the product is sterile when we receive it.
If you take the product for use beyond what is necessary to ascertain the nature of product, we reserve the right, at a specific assessment in each case, to reduce the repayment or cancel the refunding payment completely.


If you wish to return, it must be sent to the address below, please contact our customer service by email before returning: cs@heveaplanet.com


HEVEA
A.P. Møllers Allé 17
2791 Dragør
Denmark
Att: Returns: heveaplanet.com



EXCHANGE OF PURCHASES DELIVERED


If you would like to exchange an item:



    1. Write to cs@heveaplanet.com or call us within 14 working days of your purchase.
      Our telephone number is +45 50491480. Please provide us with:

        • The full name of the product you purchased

        • Your order number (begins with # at the top of the printout of your receipt)

        • The reason you would like to return the item.

        • Or if you wish to exchange it for a different product, please tell us which product you would like us to send you.



    1. The product you wish to change should be send to the address below
      HEVEA
      A.P. Møllers Allé 17
      2791 Dragør
      Denmark
      Att. Exchange: heveaplanet.com

    1. Please Place the product in a strong cardboard box or you can reuse the box in which you received the product. Make sure the package is securely sealed with tape.

    1. Send the item to us by Recorded Delivery/Registered Post and are sure to keep the receipt as evidence of posting. Recorded Delivery or Registered post refers to a postal service for which a signature is required upon delivery.



HOW WE REFUND YOU



    1. As soon as we have received your returned item we will send you a confirmation email to let you know.

    1. We will refund you using the payment method you used to pay for the item. Usually this happens within 5 working days of receiving the item, and always within 14 days of our confirmation of receipt email to you

    1. If you are exchanging an item, you will be charged the postal cost. Please note we ask you to take special care with items that you might need to return: specifically we can only reimburse or exchange items that are new and unused and which:

        • Remain in their original packaging

        • Have not been altered in any way

        • Have not been washed




If you have any questions or would like any advice about returns or exchanges, please do not hesitate to contact our customer service team at to cs@heveaplanet.com or by phone +45 50491480.