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  • FAST DELIVERY 2-6 DAYS
  • FREE SHIPPING FOR ORDER OVER €49.99

Refund Policy and Guarantee

Returns 
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 
Gift cards 
Downloadable software products 
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable) 
Book with obvious signs of use 
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
Any item that is returned more than 15 days after delivery

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@heyydar.com.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@heyydar.com and send the products to the address provided by e-mail..

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
CONDITIONS OF GUARANTEE
Products which have their own authorised Technical Assistance network will remain subject to the conditions and procedures of the guarantees established for these.
As a general rule, Heyydar offers the Recipient a 24 month product guarantee, which only covers any manufacturing defects the product may have.
Heyydar will not accept any delivery without prior authorisation, through the assignment of a RMA number (“Return Merchandise Authorization”) by the After Sales Service.
Once the product defect has been confirmed by the SAT, a refund will be made within 7 days after the request is resolved.
If the product presented as defective has no real defect, Heyydar will notify the Recipient that no refund will be given. This notification will remain stored in the SAT for 7 days awaiting confirmation from the Recipient as to whether they want to take the product back, once payment of corresponding postage has been made, or whether they want to relinquish it. After this period of time, the Recipient will lose the right to any claim.
The guarantee will become automatically invalid in the following cases:
- When there is loss or falsification of any of the manufacturer’s control labels and/or of the distribution chain intermediaries and/or Heyydar.
- When the cause of the damage or fault is due to incorrect use, not following the instructions in the accompanying manual, accidents, inappropriate use, knocks, breakages, accidents or breakdowns produced by other causes which are not attributable to normal conditions of use.
- When repairs are carried out due to lack of maintenance, adjustment, inspection and cleaning.
- When used in unsuitable environments (ie., dusty, exposed to direct sunlight, vibrations, extreme temperatures [below 5ºC and above 40ºC], extremes of humidity [below 10% and above 95%], and when using power outlets without earthing, or without protection against electrical surges).
- When the installed software is used inappropriately, or illegal software is used.
- When damage is caused as a consequence of a virus or computer attack.
- When the existing life cycle is shorter than the established guarantee.
GUARANTEE
1. After-sales service protocol 
General: By using this website and/or registering as a user, you agree to be bound by these Terms and Conditions.
 
Heyydar does not deal directly with the end customer when we speak about shipments, as is normal under a trading relationship based on the shipping model produced by the courier company.
 
Heyydar offers its distributors tools to facilitate after-sales management and guarantees with the end customer.
 
RMA management tool: Includes free collection from the recipient 's facilities of the material causing quality incident claims. It also offers a TSS in Europe for the analysis of possible items with manufacturing defects.
 
Warranty: All the products offered in the Heyydar catalogue have a 2 year warranty according to European law.
 
Complaints:
- Shipments: the final customer has 48 hours to report possible incidents to Heyydar. 
2. How should you proceed when receiving a shipment?
All our items leave the warehouse with the packaging in perfect condition.
The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier's delivery note, either on paper or digital support (PDA), "PACKAGE VISIBLY DAMAGED" if these signs are present. Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected.
3. What can I do in case of an incident? (Broken during transportation, Wrong product, Some products missing, Pieces missing )
   
The Recipient will have up to 2 calendar days from receipt of the merchandise to open an incident from your Heyydar account or through the Contact tab. After this period, we can no longer claim transport insurance and our system will not allow you to open the incident.
 
After you raise the ticket some documents will be requested. You will have to present all information in order to correctly complete the incident. Sending incorrect, incorrect or missing documents will void the possibility of any complaint and will result in the cancellation of the incident.
You can find all the information requested in the packing list that is attached in all our shipments. This includes your order, the references requested, the stamps or numbers of the operators who prepared your order (check control 1 and 2).
You will need to provide a clear explanation with as much detail as possible in the Comments field. You must also add the requested images of the object of the claim in the attachments.
4. How do I return goods with manufacturing defects?
 
Heyydar gives an exceptional free collection service to recipients for those products with factory defects. 
Step 1
You will have to send a request to info@heyydar.com and wait for the information about the shipment of the products to be sent to you.
Step 2
Follow the steps shown, once your collection is pre-accepted. Fill in the collection and packages address. Should the TSS require any information, it will be communicated by email. The status of your collection will be notified automatically by our system
Step 3
Prepare the package in optimum conditions and introduce all the defective products inside (a) large cardboard box/es. Keep in mind that the original boxes of the products themselves must arrive intact, without stickers or damage. Therefore, it is essential to reinforce cardboard boxes and seal them well.
Stick the label that our system generates for printing onto each package. Don't forget to print and stick this label (which contains the RMA number associated with your collection, the package number and an identification bar code) on each package.
The warranty covers manufacturing defects and in no case covers wear or misuse. We will only return the money from the products that have a factory defect, so you should inspect those that show any signs of wear or damage closely. In the event of damaged packaging or with courier seals, 100% of the value of the product will not be returned. Therefore, it is important that you protect the returned merchandise with an extra cardboard box so as to not damage the product's own packaging.
Step 4
Once the products have been received, the TSS will analyse each one of them and once they have all been verified, a replacement or refund will be made, as appropriate. Payments will be made within 7 days after the request is resolved. The process of checking and refunding the merchandise can last several weeks from receiving it in our warehouse.
5. How to replace a defective product?
 In the event that it needs to be replaced, the procedure is very simple: the recipient must enter www.heyydar.com, make a completely new order and pay for it.
6. In which cases will Heyydar not refund 100% of the product's value?
- if the the product has clear signs of misuse, unjustified damage or arrives in bad condition; 
- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product's value will be discounted; and
- If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded.
Very important: No refund will be made for products returned to Heyydar that are not faulty or whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiving notice to confirm if you want the products to be returned to your after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling center and Heyydar will not accept any claim for the products under any circumstances.
7. When is the money refunded?
Once the merchandise is received in our warehouses, and after checking the status of the same, we will proceed to the refund of its amount. Keep in mind that the refund process could take several weeks to evaluate the merchandise received.
8. What happens if the recipient do not collect an order?
When an order is not picked up by the recipient, it is returned to our warehouse. Once it is received in the warehouse, it is managed automatically by the TSS team and is then passed onto the administration department to process the payment.
The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.
Keep in mind that the management process can last several weeks.
9. How long is the guarantee period?
Offering the highest quality and the best guarantee is our commitment to our customers. All items are guaranteed for a period of two years from the date of delivery.
10. What is not included in the guarantee?
Defects caused by negligence, hits, misuse, tampering, wrong voltage or installation, or wear and tear, are not included.
11. The guarantee will be void:
If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
If the identification number or the guaranteed product is tampered with or repaired without prior authorization by the Technical Service.