Returns & Refunds

Returns Policy

In accordance with consumer protection legislation (DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 25 October 2011 on consumer rights), you may exercise your right to return purchased products without incurring any penalty and without the need to provide any reason, by informing Hayelinyc GROUP LLC (hereinafter “Company” or “the Vendor”), as indicated on our website, within fourteen (14) calendar days from the date on which you received the products.

The right to return may be exercised by employing one of the following methods of your choice:

Use of the Return Form (consistent with the standardized form in accordance with consumer protection legislation) to be fully completed to obtain a return number. The Vendor will send you an email confirming receipt of the return request made through the Return Form.
Use of the standardized Form, duly completed in all fields.
Sending the Vendor another declaration explicitly stating your decision to withdraw from the contract, without prejudice to your responsibility to prove that the return right was exercised in a proper and timely manner.

Return items must be shipped back to the shipping location (as mentioned in the consumer’s shipping document) within fourteen (14) calendar days from the date you informed the Vendor of your decision to withdraw from the contract.

The products may be returned by dispatching the package through the shipping agent indicated by the Company using the prepaid and pre-printed label inside your package or through another shipping agent of your choice.

In certain circumstances, as specified in the Return Form, it is possible to exchange a given product with another.

In accordance with consumer protection legislation, the right to return is excluded for customized or personalized products, or sealed items that were opened after delivery and cannot be returned for hygiene or health reasons, such as products in the “Cosmetics” category whose sealed packaging has been opened.

Terms and Conditions of Return

If you wish to cancel your purchase, you may choose one of the following methods within fourteen (14) calendar days from the day you received the products (or for purchases of multiple products, the day you received the last product):

Use of the Return Form.
Use of the standardized Form, duly completed and submitted to the Vendor.
Sending the Vendor another declaration explicitly stating your decision to withdraw from the contract.

You should keep a record of your cancellation notice. The right to return is considered properly exercised when the following conditions are met:

You have taken reasonable care of the products, ensuring they have not been used, worn, washed, modified, or damaged.
The identification tag is still attached to the products with the disposable seal.
The products are returned, complete and unused, in their original packaging (for audio CDs, books, design objects, designer toys, and adult toys, the packaging must include its original seal; if returning a kit, it must include all components).
The returned items must be shipped back to the Company within fourteen (14) calendar days of the date you notify us of your decision to cancel.

Refund Times and Procedures

In cases where the Company is obliged to refund your payments, we will refund all payments received for the cancelled purchase, including standard delivery costs (if any, excluding supplementary costs for expedited delivery options, gift wrapping, or other additional expenses) within:

Fourteen (14) calendar days of when the Company was informed of your decision to exercise your cancellation right, if we collect the products through our approved courier.
Fourteen (14) calendar days of the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, if you return the products yourself.

If you use the courier indicated by the Company in the online Return Form with the prepaid and pre-printed label inside your package, you will not have to pay the return shipping costs upfront. The Company will cover the return shipping costs and deduct the cost of return postage from your refund, corresponding to the original cost of shipping for the order. If you choose a different courier or postage method, you will bear the return shipping costs upfront in accordance with our returns instructions.

Other than as outlined, you will not incur any fees as a result of your reimbursement request. The Company reserves the right to refuse returned products or make a claim against you if reasonable care has not been taken, such as if products are returned without the corresponding tag or seal, or if they have been altered, worn, used, or damaged. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered back to you at no expense by the Company. If you refuse this delivery, the Company reserves the right to retain the products and the amount paid for the purchase.

The cancellation right does not apply to:

Sealed products unsealed by you after delivery, where return is unsuitable due to health protection or hygiene reasons.
Products comprising sealed audio or video recordings (such as DVDs and CDs) or computer software, if unsealed after delivery.
Products made to your specifications or clearly personalized.
Products that have become inseparably mixed with other items after delivery.

After the Company receives the returned products and verifies that all requirements are met, you will receive an email confirming acceptance, and the refund procedure will begin within:

Fourteen (14) calendar days of the day the Company was informed of your decision to return, if we collect the products through our approved courier.
Fourteen (14) calendar days of the day we receive the returned products or, if earlier, proof of postage from you, if you return the products yourself.

Refunds will be processed based on the payment method used:

Credit/Debit Card: Refund times depend on the credit card company’s policies, but the value date for the credit will coincide with the original payment date to avoid interest loss.
PayPal: Refunds will be credited to your PayPal account. The actual reimbursement to the credit card associated with your PayPal account depends on the card issuer.
Cash on Delivery: Refunds will be made to the bank account you indicate in the Return Form. Refund times depend on the provided information and the bank’s policies, typically within a month. A bank account is required to receive refunds for cash on delivery orders.

For gift purchases, refunds will be made to the individual who purchased the product and made the payment.

You may be liable for any diminution in the value of returned products caused by handling beyond what is necessary to ascertain their characteristics, functions, or nature.

Conditions for the Exchange of Products

In certain circumstances, you may exchange your product for a different size or color of the same model, subject to availability at our warehouse. You can request an exchange using the online Return Form, where the option will be indicated by the word “EXCHANGE” if available. The exchange request is subject to the following conditions:

Exchanges apply only to products for which this possibility is expressly specified in the online Return Form.
You may request replacement with products of the same model in a different size and/or color, as indicated in the Return Form.
Exchange requests must be made within fourteen (14) calendar days of receiving the products by filling in and sending the Return Form electronically to the Company.
Products to be exchanged must be returned within fourteen (14) calendar days of receipt.
Only one replacement request per purchased product is allowed.
Products for exchange must be returned in their original packaging, unused, unworn, unwashed, unmodified, undamaged, and with the identification tag attached with the disposable seal.
Products from a single order must be returned in a single shipment. The Company reserves the right to refuse products shipped for replacement in different stages.
The consumer bears the costs for shipping the product back to the Vendor.

Deadlines and Procedure for Obtaining Product Exchange

After receiving the products to be exchanged, the Company will inspect them to ensure all requirements are met and verify the availability of the requested replacement products. If the selected replacement products are not available, the Company will refund the original purchase price in accordance with consumer protection legislation and the procedures outlined above. If the products are available, the Company will confirm the exchange via email and ship the replacement products within thirty (30) working days of receiving your exchange request. The Company will cover the shipping costs for the replacement products.

When exchanging a product, no price difference will be charged if the purchased product’s price is lower or higher than the replacement product. If you choose to return the exchanged product within fourteen (14) calendar days of receipt, you will receive a full refund for the price paid, as outlined above. If the exchange request cannot be accepted due to unmet conditions, you will be contacted, and you may choose to have the original products shipped back at your expense or receive a refund as per the procedures above.

Exchanged products are subject to the same return procedures in accordance with consumer protection legislation.

Disposable Seal & Identification Tag

All products sold by the Company include an identification tag with a disposable seal. Please try on the products without removing the tag and seal, as returned products without them will not be accepted. In accordance with consumer protection legislation, you will be liable for any decrease in the value of returned products resulting from handling beyond what is necessary to verify their nature, characteristics, and functionality.