Refund policy
Right of Withdrawal (14 Days Under EU Law)
As a consumer within the EU, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with applicable distance-selling legislation and the EU Consumer Rights Directive (2011/83/EU).
The withdrawal period expires 14 days after the day on which you, or a person designated by you, receives the goods.
To exercise your right of withdrawal, you must notify us by email:
A clear statement that you wish to withdraw from your purchase is sufficient.
Conditions for an Accepted Return
For a return to be accepted, the product must:
- be in the same condition as when received
- be unused and undamaged
- have all labels and tags attached
- be returned in its original packaging
- be identifiable by the relevant order or receipt
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functionality.
How to Make a Return
To initiate a return, please contact us directly by email at contact@heedy.app and provide your order number, or use the return form. Once you have notified us, you have 14 days to send the goods back.
Complete and include the Model Withdrawal Form (EU 2011/83/EU) with your return.
The return must be sent using tracked shipping with all charges prepaid. Keep your proof of postage and share the tracking number with us. We cannot accept shipments sent cash on delivery or with unpaid charges.
Please ensure that the package is correctly labelled. If the return contains batteries classified as dangerous goods, the shipment must be labelled in accordance with applicable regulations.
Returns sent without prior contact may be refused.
Return address:
Fizzy Minds AB, Att. HEEDY, Kristiansandsvägen 13, S-461 73 Trollhättan, Sweden
The customer is responsible for return shipping costs unless otherwise stated. The return must be sent with all charges prepaid, including any applicable customs duties, taxes, or VAT. We are unable to accept shipments with unpaid charges or cash-on-delivery shipments, and such shipments may automatically be returned to the sender.
We recommend using tracked shipping and keeping your proof of postage. You are responsible for the goods until they have been received and registered by us, and we ask you to provide the tracking number so that we can track the return.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Hygiene and beauty products where the seal has been broken
- Custom-made or personalised products
- Perishable goods (e.g. food, plants, flowers)
- Gift cards
- Goods that are not suitable for return for health protection or hygiene reasons once opened
These exceptions are based on Article 16 of EU Directive 2011/83/EU.
Damaged or Incorrect Items
Please inspect your order immediately upon receipt.
If the product is damaged, defective, or you have received the wrong product, please contact us within 48 hours, preferably with photographs, so that we can resolve the issue promptly.
This does not affect your statutory consumer rights.
Uncollected Shipments
If a shipment is not collected from a collection point or delivery location and is returned to us following the carrier's notifications, this does not automatically mean that the right of withdrawal has been exercised.
You still have the right to withdraw from your purchase within 14 days in accordance with applicable law, calculated from delivery or attempted delivery.
If a shipment is returned to us because it was not collected, we may deduct from the refund the actual direct costs incurred for return shipping and handling, where permitted by applicable law.
We do not charge administrative fees or penalties – only documented actual costs.
If you would like the package to be shipped again, the new shipping cost must be paid in advance.
If the actual return and shipping costs equal or exceed the order value, no refund will be issued, to the extent permitted by applicable law.
If the shipment contains batteries classified as dangerous goods and therefore cannot be returned under applicable transport or import regulations, it may need to be destroyed. In such circumstances, a refund may not be available, to the extent permitted by applicable law.
Orders cannot be cancelled after they have been dispatched.
Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved.
For an approved return, the refund will be:
- processed within 14 days in accordance with applicable law
- issued to the same payment method used for the purchase
- inclusive of the original standard delivery charge when the entire order is withdrawn, where required by law
Return shipping costs are not refunded.
Please note that your bank or payment provider may require additional time to process and credit the refund.
Diminished Value Due to Use
You have the right to inspect the goods in the same way you would be able to in a physical store.
If the goods have been handled beyond what is necessary to establish their nature, characteristics, and functionality, you are responsible for any resulting diminished value.
For an accepted return, we may deduct an amount corresponding to the actual diminished value of the goods from your refund.
The deduction will be based on the condition of the goods when received and will be made in accordance with applicable consumer law.
Any diminished value will be assessed individually and may amount to the full value of the product if, as a result of the customer's handling, it has lost all resale value.