Returns & Refunds

Your 14-day return window

You may request a return within 14 days of receiving your order. Items should be unused, in their original condition and returned with the original packaging and any protective inserts, so that they can be resold safely.

How to start a return

• · Email support@heimdepot.store with your order number and the item you wish to return.
• · Tell us briefly why the piece is not right — this helps us improve our descriptions.
• · We reply within one business day with a prepaid return label and simple packing instructions.
• · Attach the label, drop the parcel at your nearest carrier point, and keep the receipt.

Free returns and prepaid labels

Return postage is free. Every approved return includes a prepaid label issued by us, so you never need to pay at the counter or claim postage back afterwards.

Refunds

Once your return arrives it is inspected within two business days. Approved refunds are issued to the original payment method, and processed within 7 days of inspection. Your bank or card provider may take a further two to five days to show the funds.

Refunds always include the full price you paid for the returned goods. Because delivery is free, there is no delivery charge to deduct.

Damaged, faulty or incorrect items

If an item arrives damaged, develops a fault, or is not the item you ordered, contact us with photographs within 48 hours of delivery where possible. We will replace the item free of charge, or issue a full refund if you prefer. You will not be asked to pay any postage in these circumstances.

Exchanges

We are happy to exchange a piece for a different item in the same order value. Email us and we will reserve the replacement while your original item is in transit back to us.

Items we cannot accept

• · Items returned after the 14-day window without prior agreement.
• · Items that have been used, assembled, mounted or damaged after delivery.
• · Candles that have been lit, and faux stems that have been trimmed or cut.
• · Items returned without their original protective packaging.

Cancelling before dispatch

If you change your mind before your order has been dispatched, email us as soon as possible and we will cancel it and refund you in full. Once a parcel has left the warehouse, please use the returns process above.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015. Our 14-day free return policy is offered in addition to those rights.