Returns & Refunds
Returns & Refunds
We want you to be genuinely happy with your Heava frame. This is your right to change your mind, and how we put things right if anything arrives less than perfect.
Your 14-day right to cancel
Because you buy online, you have a statutory 14-day cooling-off period under the EU Consumer Rights Directive (transposed into Irish law by S.I. No. 484 of 2013). You can cancel your order for any reason within 14 days of the day you receive it — you don't have to give a reason.
To cancel, email us at hey@heava.co with your order number before the 14 days are up. Once you've told us, you then have a further 14 days to return the frame to us.
Condition of returned items
To receive a full refund, the frame should be returned in the same condition you received it — unmarked and complete. You're entitled to unpack and inspect it as you would in a showroom, but please take reasonable care of it while it's with you. We may reduce a refund to reflect any loss in value caused by handling beyond what's needed to check the item.
Return costs & collection
If you're returning a frame because you've changed your mind, you're responsible for the cost of returning it. Solid hardwood frames aren't a simple postal return, so please contact us first and we'll help arrange a safe collection and tell you the cost before anything is booked.
Refunds
We'll refund you within 14 days of receiving the frame back (or of you giving us proof you've sent it, whichever is sooner), using the same payment method you used to order. Where free delivery was included, no delivery charge is deducted; if you paid for any optional service, the standard delivery cost is refunded but premium options may not be.
Damaged or faulty frames
Separate from the cooling-off period, your statutory rights under the Sale of Goods and Supply of Services legislation always apply. If your frame arrives damaged, or develops a fault that isn't fair wear and tear, contact us at hey@heava.co with photos and your order number. We'll put it right — by repair, replacement or refund — at no cost to you. Please tell us about any delivery damage within a reasonable time of receiving the frame.
How to start a return
- Email hey@heava.co with your order number and whether it's a change of mind or a fault.
- We'll confirm the next steps and, if needed, arrange collection.
- Once the frame is back with us and checked, we issue your refund.
Questions before you buy? We're always happy to talk it through — email hey@heava.co or call (01) 247 8889.