Refund policy
Returns and Refund Policy (UK Only)
We accept returns within 30 days of delivery.
You must contact us within 15 days of delivery to begin the return process, and returned items must reach us within 30 days of delivery.
Items must be unused, in their original condition, and in the original packaging.
To start a return, please use your customer account (account.heima.uk) or email shop@heima.uk. Do not send items back until you have received instructions from us.
Return postage is charged at a fixed cost of £6.95. This amount will be deducted from your refund. We will provide a return label once your return has been approved.
If an item is faulty or damaged, we will cover the cost of return postage.
Returns can also be made in-store at:
HEIMA, 34 Gillygate, York, YO31 7EQ.
Refunds are processed within 3 days of receiving your returned item. Original delivery charges are non-refundable, except where required by law.
Christmas Returns
We do not offer extended Christmas refund periods. However, items purchased for Christmas will be accepted for store credit if:
- You notify us of your intention to return the item by 7th January, and
- The item is returned to us by 21st January.
Damages
Damages must be reported within 48 hours of receiving your item.
We may request photographs of the damaged item and packaging; do not dispose of anything until we confirm it is safe to do so.
Please keep the original packaging so the item can be returned safely if needed.
Exchanges
Exchanges are only offered for defective or damaged items. Please email shop@heima.uk to arrange.
Business Customers
Orders placed by businesses, trade customers, interior designers, property developers, hospitality businesses and other commercial organisations are not covered by consumer cancellation rights.
Returns of non-faulty goods are accepted only at HEIMA's discretion and may be subject to return carriage charges and/or a restocking fee.
Any approved returns must be unused, in their original packaging and in resaleable condition.
