Refund Policy
Effective date: July 2026
We want you to feel confident ordering from Heativo. This Refund Policy explains how returns, refunds, and replacements work for products purchased on heativo.co.uk.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
30-Day Money-Back Guarantee
You may request a return within 30 days of the delivery date shown on your carrier tracking information. If you are not happy with your Heativo Electric Lunch Box for any reason, contact us and we will arrange a refund in line with this policy.
Your Statutory Rights
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your Heativo Electric Lunch Box is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund under UK law. These rights are in addition to our 30-day money-back guarantee.
Return Conditions
To qualify for a refund under our 30-day guarantee, the Heativo Electric Lunch Box must be:
- Returned in the same condition as when you received it, where reasonably possible
- Returned with all included parts and accessories (unit, container, bag, cables, cutlery, and fruit compartment)
- Free from damage caused by misuse, modification, or neglect
We reserve the right to decline a return that does not meet these conditions or to issue a partial refund if the product shows signs of use beyond reasonable inspection, except where your statutory rights require otherwise.
How to Start a Return
Email hello@heativo.co.uk with the subject line "Return Request" and include:
- Your order number
- The email address used at checkout
- The reason for your return
- Photos of the product and packaging if the item arrived damaged or defective
Our support team will reply with return instructions and the correct return address. Please do not send products back without approval, as unauthorised returns may not be processed.
Return Shipping Costs
For standard change-of-mind returns under our 30-day guarantee, the customer is responsible for return shipping costs. We recommend using a trackable shipping method and keeping your receipt until the return is complete.
If your item is faulty, not as described, or not fit for purpose, we cover return shipping in line with your rights under the Consumer Rights Act 2015.
Heativo is not responsible for return packages lost in transit on the way back to us when you arrange the return shipping.
Refund Timeline and Method
Once we receive and inspect your returned item, approved refunds are processed within 3 to 5 business days back to your original payment method.
Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Original shipping charges are non-refundable for change-of-mind returns. Free UK shipping means there is typically no shipping charge to refund unless an exception applied at checkout.
Damaged or Defective Items
If your Heativo Electric Lunch Box arrives damaged, missing parts, or defective, contact hello@heativo.co.uk within 30 days of delivery with your order number and clear photos of the issue.
For verified damaged or defective items, we will either:
- Send a replacement at no additional product cost, or
- Issue a full refund
In these cases, we cover return shipping or may allow you to discard the defective unit if safe and appropriate, at our discretion.
Exchanges
We do not offer direct exchanges at this time. If you need a different quantity or bundle, please return the eligible item under this policy and place a new order on heativo.co.uk.
Late or Missing Refunds
If you have not received an approved refund after 10 business days from our confirmation email, check with your bank or payment provider first. Then contact hello@heativo.co.uk and we will help investigate.
Contact
Return and refund questions may be sent to:
Heativo
Email: hello@heativo.co.uk
Address: Heativo
Zámecká 72/8
470 01 Česká Lípa
Czech Republic
(Registered business address. Orders are fulfilled from our UK warehouse - not from this address.)