Refund & Returns Policy
Last updated: 13 September 2026
At HEEQ, we want you to be happy with your purchase. If you are not completely satisfied, we offer returns and refunds in accordance with this Refund & Returns Policy and your rights under applicable Cyprus and European Union consumer protection laws.
HEEQ is an Estonian company operating its webshop, warehouse and physical retail activities in Cyprus.
Nothing in this policy limits or excludes any statutory consumer rights that cannot legally be excluded or restricted.
1. Online Purchases – Right to Withdraw
If you purchase a product through www.heeq.eu, you have the legal right to withdraw from your purchase within 14 calendar days without giving a reason.
The 14-day period begins on the day you, or a person designated by you other than the carrier, receives the goods.
If your order is delivered in multiple shipments, the withdrawal period begins when you receive the last item of the order.
To exercise your right of withdrawal, you must inform us clearly of your decision to withdraw from the purchase before the 14-day period expires.
You may contact us by email at:
You do not have to use a specific form to exercise your right of withdrawal, although you may use our withdrawal form if one is provided.
If you wish to cancel an online order before it has been dispatched, please contact us as soon as possible at [email protected]. We will make reasonable efforts to cancel the order before dispatch. If the order has already been dispatched, you may exercise your statutory right of withdrawal in accordance with this policy.
2. Returning an Online Purchase
After informing us that you wish to withdraw from your purchase, you must send the goods back to us without undue delay and, in any event, within 14 days from the date on which you informed us of your decision to withdraw.
Returns should be sent to:
HEEQ Returns
Nikita Nikitara 5, Pyla, Larnaca
Cyprus
Please include your order number and, where possible, the reason for the return. Providing a reason is not required for exercising your statutory right of withdrawal, but it helps us improve our service.
3. Condition of Returned Products
You may handle and inspect the goods to the extent necessary to establish their nature, characteristics and functioning, in the same way you would reasonably be able to do in a physical shop.
If the product has been handled beyond what is necessary to inspect it, you may be responsible for any resulting reduction in the value of the goods, to the extent permitted by applicable law.
For a smooth return process, we ask that products are returned:
Unworn and unused;
Clean and free from damage;
With original tags attached;
In their original packaging where reasonably possible;
With all accessories and accompanying items.
However, these conditions do not remove or restrict your statutory right of withdrawal. A return cannot be rejected solely because the original packaging is unavailable where applicable law does not permit such a restriction.
For hygiene reasons, certain products may be subject to specific statutory exceptions to the right of withdrawal where they are sealed and have been unsealed after delivery.
Certain personalised or made-to-order products may also be excluded from the statutory right of withdrawal where permitted by applicable law. Any such exclusion will be clearly communicated before you complete your purchase.
4. Refunds for Online Purchases
Once you validly exercise your right of withdrawal, we will refund the payments we received from you for the returned goods.
The refund will include the cost of the standard delivery option you selected when placing the original order.
If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the cost of the standard delivery option.
We will normally issue the refund using the same payment method used for the original transaction, unless you expressly agree to another method.
We may delay the refund until:
We have received the returned goods; or
You have provided evidence that you have sent the goods back,
whichever occurs first, where permitted by applicable law.
We aim to process refunds as quickly as possible and, in accordance with applicable law, no later than 14 days from the date on which we are informed of your withdrawal, subject to the conditions above.
5. Return Shipping Costs
Unless the product is faulty, damaged, incorrect or otherwise does not conform to the contract, the cost of returning an item because you have changed your mind is normally the customer's responsibility.
We will cover the return shipping cost where:
We sent you the wrong product;
The product arrived damaged;
The product is defective or does not conform to the contract; or
Applicable law requires us to cover the return cost.
We recommend using a tracked delivery service when returning an item, as HEEQ cannot be responsible for a return that is lost before it reaches us.
6. Faulty, Damaged or Incorrect Products
Your statutory consumer rights apply separately from our voluntary returns policy.
If you receive a product that is:
Defective;
Damaged;
Incorrect;
Not as described;
Not fit for its intended purpose; or
Otherwise not in conformity with the sales contract,
please contact us as soon as reasonably possible at:
Please provide your order number and, where appropriate, photographs or other information that may help us assess the issue.
Depending on the circumstances and applicable law, you may be entitled to:
Repair of the product;
Replacement of the product;
A price reduction; or
A refund.
Any statutory legal guarantee or other consumer protection rights remain unaffected by this Refund & Returns Policy.
7. Damaged Items
If your package appears visibly damaged when delivered, we recommend documenting the condition of the package before opening it and contacting us as soon as possible.
If the product itself is damaged, please contact us at:
with your order number and photographs of the product and packaging.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.
8. Wrong Item or Wrong Size
If we accidentally send you the wrong product, size or colour, please contact us as soon as possible.
We will arrange an appropriate solution, which may include:
Sending the correct product;
Providing a replacement; or
Providing a refund.
Where the error is ours, HEEQ will cover the reasonable return and replacement shipping costs.
9. Purchases Made at the HEEQ Pop-Up Shop
For products purchased directly at our physical HEEQ pop-up shop in Cyprus, the statutory online 14-day withdrawal right does not generally apply simply because you have changed your mind.
However, as a voluntary HEEQ customer service policy, we offer returns for eligible products purchased at our pop-up shop within:
14 days of the purchase date.
To qualify for a voluntary change-of-mind return, the product should be:
Unworn;
Unused;
In saleable condition;
Free from damage, stains, odours or other signs of use; and
Returned with tags and original packaging where reasonably possible.
You should provide your original receipt or other valid proof of purchase.
For eligible change-of-mind returns from our pop-up shop, HEEQ offers an exchange for another available product of equal or greater value, subject to product availability. If the replacement product is of greater value, the customer must pay the difference.
Unless otherwise required by applicable law, change-of-mind purchases made at the pop-up shop are not eligible for a cash refund.
This voluntary return policy does not affect your statutory rights relating to faulty, damaged or non-conforming products.
10. Sale and Discounted Items
Sale and discounted items may be returned under the same statutory consumer rights as full-price items.
A product being on sale does not remove your statutory rights if the product is faulty, damaged, incorrectly described or otherwise does not conform to the contract.
For voluntary change-of-mind returns, any additional conditions applicable to sale items will be clearly communicated at the time of purchase.
11. Personalised or Made-to-Order Products
Certain products that are made specifically according to your instructions or are clearly personalised may be excluded from the statutory right of withdrawal where permitted by applicable law.
If a product is personalised or made to order and the statutory withdrawal right does not apply, this will be clearly communicated before you complete your purchase.
This does not affect your statutory rights if the product is defective or does not conform to the contract.
12. Gift Cards
Unless otherwise required by applicable law, gift cards are not refundable once purchased.
If a gift card has been purchased online and the statutory right of withdrawal applies, you may exercise that right provided the relevant legal requirements are met and the service has not been fully performed with your prior express consent where such consent is legally required.
13. Refund Processing
Approved refunds will normally be made to the original payment method.
The time it takes for the refund to appear in your account may depend on your bank, card issuer or payment service provider.
HEEQ does not control the processing times of third-party financial institutions.
14. Exchanges
For online purchases, we generally recommend returning the original product for a refund and placing a new order for the desired size, colour or product.
This allows us to process your statutory withdrawal and refund as efficiently as possible.
For purchases made at our physical pop-up shop, exchanges are available subject to product availability and the conditions of our voluntary in-store return policy described in Section 9.
15. How to Start a Return
To start a return, please contact:
HEEQ Customer Service
Email: [email protected]
Please include:
Your full name;
Order number or proof of purchase;
Product(s) you wish to return;
Whether you are exercising your statutory right of withdrawal or reporting a faulty/damaged product; and
Any relevant photographs or information, where applicable.
We will provide you with the appropriate return instructions.
16. Consumer Rights
This policy is intended to provide clear information about our returns and refunds process.
Nothing in this policy affects any mandatory rights you may have under applicable Cyprus or European Union consumer protection legislation.
Where a provision of this policy conflicts with a mandatory statutory consumer right, the statutory consumer right will prevail.
17. Contact Details
HEEQ
Legal name: Henessy Equestrian OÜ
Estonian registry code: 17107765
Registered office: Estonia, Harju county, Tallinn city, Heinavälja street 4-79, 10617
Trading name: HEEQ
Cyprus operating location: Nikita Nikitara 5, Pyla, Larnaca
Email: [email protected]
Website: www.heeq.eu
Last updated: 13 September 2026