Last updated: 06.09.2026
General & Scope
This Refund Policy is issued in accordance with the EU Consumer Rights Directive 2011/83/EU, which provides Consumers the Right to withdraw from distance and off-premises contracts within 14 days without giving reasons, as further detailed in the HÉRITAGE Terms and Conditions. Link to the Directive: https://eur-lex.europa.eu/eli/dir/2011/83/oj/eng.
This Refund Policy applies exclusively to products purchased from HÉRITAGE and is governed entirely by the HÉRITAGE Terms and Conditions (“Terms”).
By purchasing HÉRITAGE products, the Consumer (“You”) acknowledges that this Refund Policy forms an integral part of, and must be read in conjunction with, the HÉRITAGE Terms. Any rights, obligations, or procedures set out herein are subject to and subordinate to the HÉRITAGE Terms, which shall prevail in the event of any inconsistency.
Consumer definition
A “Consumer” is any natural person who concludes a legal transaction which, to an overwhelming extent, cannot be attributed to either his commercial or independent professional activities.
For the purposes of our Privacy Policy, Shipping and Delivery Policy, Consumer, who purchased our product is referred to as the “Customer”.
The term “Consumer” will be used in this document.
Right of withdrawal
When purchasing products, Consumer has the right to dissolve a contract, without giving reasons, during a period of at least 14 Days. Trader is allowed to ask Consumer for the reason of this dissolution, but Consumer is under no obligation to state his / her reason(s).
The period stipulated in paragraph 1 commences on the Day after the product was received by Consumer, or a third party designated by Consumer, who is not the transporting party, or:
· if Consumer has ordered several products: the Day on which Consumer, or a third party designated by Consumer, received the last product. Trader may refuse a single order for several products with different delivery dates, provided he clearly informed Consumer of this prior to the ordering process;
· if the delivery of a product involves different deliveries or parts: the Day on which Consumer, or a third party designated by Consumer, received the last delivery or the last part;
· with contracts for the regular delivery of products during a given period: the Day on which Consumer, or a third party designated by Consumer, received the last product.
If Trader did not provide Consumer with the statutorily obligatory information about the Right of Withdrawal or if the Model Form for Right of Withdrawal was not provided, the Withdrawal Period ends twelve months after the end of the originally stipulated Withdrawal Period based on the previous paragraphs of this article.
If Trader provided Consumer with the information referred to in the previous paragraph within twelve months of the commencing date of the original Withdrawal Period, the Withdrawal Period shall end 14 Days after the Day on which Consumer received the information.
Exercising the Right of withdrawal
To exercise Your Right of withdrawal, You must inform us (HÉRITAGE email: contact@theheritageties.com by means of a clear declaration of Your decision to withdraw from this contract. You can use the attached model withdrawal form for this purpose, which is, however, not mandatory.
In order to safeguard the revocation period, it is sufficient that You send the notification about the exercise of the revocation right before the expiry of the revocation period.
As quickly as possible, but no later than 14 Days after the Day of reporting as referred to in paragraph 1, Consumer shall return the product, or hand it over to (a representative of) Trader. This is not necessary if Trader has offered to collect the product himself. Consumer will in any case have complied with the time for returning goods if he sends the product back before the Withdrawal Period has lapsed.
Consequences of the withdrawal
If Consumer revokes this contract, we shall repay all the payments, which we You immediately and at the latest within 14 days from the day on which we received the notification about the revocation of this contract from You.
Exception: the shipping costs for expedited delivery charged at the time of purchase are non-refundable. If an item is exchanged, the shipping fee for the first delivery will not be refunded.
Exception: in cases in which Trader has offered to retrieve the product himself, he can postpone refunding until he has received the product or until Consumer proves he has returned the product, depending on which occurs earlier.
We use the same means of payment, which You had originally used during the original transaction, for this repayment unless expressly agreed otherwise with You; You will not be charged any fees owing to this repayment.
We can refuse the repayment until the products are returned to us or until You have furnished evidence that You have sent the products back to us, depending on whichever is earlier.
Consumer must return or transfer the products to us immediately and, in any case, at the latest within 14 days with effect from the day on which You inform us of the revocation of this contract. The deadline is maintained if You send the products before the expiry of the 14 day deadline.
Consumer bears the direct costs for returning the products.
Consumer must pay for any depreciation of the products only if this depreciation can be attributed to any handling with You that was not necessary for checking the condition, features and functionality of the products.
Consumers’ obligations during the withdrawal period
During the Withdrawal Period, Consumer shall treat the product and its packaging with care. He shall only unpack or use the product in as far as necessary in order to assess the nature, characteristics and efficacy of the product. The point of departure here is that Consumer may only handle and inspect the product in the same way that he would be allowed in a shop.
Consumer is only liable for the product’s devaluation that is a consequence of his handling the product other than as permitted in para.
Consumer is not liable for the product’s devaluation if Trader did not provide him with all the statutorily obligatory information about the Right of Withdrawal before the contract was concluded.
Consumer returns the product with all relevant accessories, if reasonably possible in the original state and packaging, and in accordance with the reasonable and clear instructions provided by the Trader.
The risk and the burden of proof for exercising the Right of Withdrawal correctly and in time rest upon Consumer.
Withdrawal timeline
· Start of Withdrawal Period
The 14-day withdrawal period begins the day after the Consumer receives the product, or the last item in a multi-item order, or the last part of a product delivered in parts, or the last item in a recurring delivery.
· Right to Withdraw
The Consumer may cancel the purchase within 14 days without giving any reason. The cancellation notice must be sent to HÉRITAGE before the 14-day period ends.
· Reporting Withdrawal
The Consumer sends a clear statement by email to HÉRITAGE. The Consumer may use the model withdrawal form provided, but it is not mandatory.
· Returning the Product
After sending the withdrawal notice, the Consumer has 14 days to return the product. The Consumer must pay the return shipping costs unless HÉRITAGE has offered to collect the product. The product should be returned with all accessories, in its original condition and packaging if reasonably possible.
Standard form of withdrawal
(If You wish to revoke the contract, please fill up this form and send it back to us.)
1. To: [insert address], Email address: [insert email]:
2. I / we [insert Name and Surname] herewith revoke the contract concluded by me / us regarding the purchase of the following products [insert product model].
3. Ordered on [insert date] / received on [insert date].
4. Name of the Consumer (s)
5. Shipment address of the Consumer (s)
6. Date
7. (Optional). Please, provide the reason for Withdrawal (e.g. quality, size, design). We encourage You to provide these details so we can develop our product and services.
Please, note.
· You shall send back the goods or hand them over to us by the following address [insert the name and geographical address, where applicable, of the person authorised by You to receive the goods], without undue delay and in any event not later than 14 days from the day on which You communicate Your withdrawal from this contract to us. The deadline is met if You send back the goods before the period of 14 days has expired.
· You will have to bear the direct cost of returning the goods.
· You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
