Refund Policy

1. Overview

At Heyjayde, we stand behind the quality of our products and want you to be completely satisfied with your purchase. This Refund Policy sets out our terms for returns, refunds and exchanges on orders placed through our website.

2. Refund Eligibility

2.1 General conditions

Products are eligible for a refund when all of the following apply:

• The request is made within 30 days of the original purchase date.
• The product is unused and in its original, unopened packaging.
• All original accessories, documentation and packaging are included.
• The product shows no signs of wear, damage or use.
• The product was purchased directly from our website.

2.2 Non-refundable items

• Products that have been opened, used or show signs of wear.
• Clearance, sale or discounted items (as marked on the product listing).
• Custom or made-to-order products.
• Products damaged due to mishandling or negligence.
• Items purchased more than 30 days ago.

For hygiene reasons, opened sleep masks, eye pillows and pillows can only be refunded if they are faulty.

3. How to Request a Refund

1. Contact us: email ceo@heyjayde.shop with your order number and the reason for return.
2. Return authorisation: wait for our response with return instructions and a shipping label where applicable.
3. Ship the product: pack the item securely in its original packaging and send it to the address provided.
4. Inspection: once received and inspected, we will process your refund.
5. Refund processing: your refund will be issued to the original payment method within 5–7 business days.

4. Refund Timeline

• Request submission: up to 1 business day to receive return authorisation.
• Shipping: typically 3–7 days for the package to reach us.
• Inspection and processing: 3–5 business days to inspect and verify the return.
• Refund issuance: 5–7 business days for the refund to appear in your account.

5. Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. In those cases we will provide a prepaid return shipping label. We recommend using a tracked shipping service for your protection.

6. Defective Products

If you receive a defective product within 30 days of purchase, we will provide a full refund including return shipping, or send a replacement at no additional cost. Please provide photos of the defect and a brief description.

7. Lost or Damaged in Transit

• Contact us within 48 hours of delivery with photographic evidence.
• Do not discard the damaged packaging — it helps with carrier claims.
• We will investigate and provide a replacement or full refund.

8. Store Credit Alternative

Instead of a refund to your original payment method, you may choose store credit worth 110% of the refunded amount, valid for one year from the date of issuance.

9. Exceptions

We reserve the right to refuse refunds in cases of abuse of the refund policy, fraudulent claims, or items that have been resold or used commercially.

This policy does not affect your statutory rights under UK consumer law.