Refund policy
Last updated: October 18, 2026
This policy applies to purchases made through HEDYCUE. Nothing in this policy limits any mandatory consumer right that cannot legally be excluded.
At a Glance
- EU statutory withdrawal: Notify us within 14 calendar days after delivery.
- UK statutory cancellation: Notify us within 14 calendar days after delivery.
- Voluntary returns outside mandatory rights: Request an eligible return within 14 calendar days after delivery.
- Defective, damaged, misdescribed, or incorrect goods: Contact us promptly. HEDYCUE covers necessary return costs where required by law.
- Change-of-mind return shipping: Paid by the customer unless applicable law requires otherwise.
How to Start a Return
Email support@hedycue.com and include your order number, the item concerned, the reason for the request, and photographs or video where relevant and reasonably available.
For voluntary returns and product issues, please wait for our return instructions before shipping. EU or UK consumers exercising a statutory withdrawal or cancellation right do not need prior approval; a clear notice sent before the applicable deadline is sufficient.
Authorised return address:
HEDYCUE Returns
Haitian International, No. 2 Dongda Street
Hai'an Town, Hai'an City, Nantong
Jiangsu 226600, China
中国江苏省南通市海安市海安镇东大街2号海天国际
Do not use the sender address printed on the original parcel unless it matches the authorised address above or we confirm it in writing. Send parcels prepaid. Cash-on-delivery and postage-due parcels are not accepted. We recommend tracked shipping and keeping proof of dispatch.
European Union Statutory Right of Withdrawal
If mandatory European Union consumer law applies to your online purchase, you may withdraw from the contract without giving a reason unless a statutory exception applies.
Withdrawal Period
The withdrawal period expires 14 calendar days after the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods. If goods from one order are delivered separately, the period begins when the last item, lot, or piece is received.
How to Exercise the Right
Before the deadline, send a clear statement that you wish to withdraw by emailing support@hedycue.com, writing to the geographical business address under “Contact Details,” or using any dedicated online withdrawal function displayed on our website or in your customer account. You may use the model withdrawal form at the end of this policy, but it is not mandatory.
An order number helps us identify the contract but is not an additional legal condition where the order can otherwise be identified. We will acknowledge an electronic withdrawal submission without undue delay.
Returning the Goods and Return Costs
After notifying us, send the goods to the authorised return address without undue delay and no later than 14 calendar days after your notice.
For a change-of-mind withdrawal, you bear the direct cost of returning the goods because this is disclosed before purchase. If a product cannot normally be returned by post, its estimated return cost must be disclosed on the product page or during checkout before purchase. HEDYCUE bears the necessary return cost when goods are defective, damaged on arrival, misdescribed, incorrectly supplied, or when applicable law otherwise requires it.
Inspection and Diminished Value
You may inspect and handle goods only as reasonably necessary to establish their nature, characteristics, and functioning, as you could in a physical shop.
Where permitted by law, HEDYCUE may deduct the actual, evidenced loss in value caused by handling beyond what was reasonably necessary. Any deduction will be assessed individually and explained. Please retain the original packaging, tags, accessories, manuals, and supplied parts where reasonably possible. Their absence alone does not automatically cancel the statutory right of withdrawal.
EU Withdrawal Refunds
We will reimburse payments covered by the withdrawal, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 calendar days after receiving your withdrawal notice.
Additional charges for express, premium, or upgraded delivery above the cost of standard delivery are not refundable. For a partial withdrawal, outbound delivery charges are refunded only to the extent required by applicable law.
Unless we offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide reliable evidence that they were sent back, whichever occurs first. Refunds are issued to the original payment method unless you expressly agree otherwise, and no refund-processing fee will be charged.
Statutory Exceptions
The statutory right of withdrawal does not apply where a legal exception applies, including goods made to the consumer's specifications or clearly personalised. Any applicable exception will be identified before purchase. A product is not excluded merely because it was discounted, opened for reasonable inspection, or removed from its packaging.
These exceptions do not affect rights concerning defective, damaged, misdescribed, or incorrectly supplied goods.
United Kingdom Statutory Cancellation Rights
If mandatory United Kingdom consumer law applies to your online purchase, you may usually cancel within 14 calendar days after the day you receive the goods, unless a statutory exception applies. If goods from one order arrive separately, the period begins when the last item is received.
Send a clear cancellation notice before the deadline, then return the goods within 14 calendar days. You bear the direct cost of a change-of-mind return where this was disclosed before purchase. We will refund the product price and our least expensive standard delivery charge, but not any extra amount paid for premium delivery.
We will make the refund without undue delay and no later than 14 calendar days after receiving the returned goods or reliable evidence that they were sent, whichever occurs first. We may deduct an actual loss in value caused by handling beyond what is reasonably necessary to inspect the goods. Statutory exceptions, including clearly personalised goods, apply as provided by law.
Defective, Damaged, Misdescribed, or Incorrect Goods
Please inspect your order after delivery and contact support@hedycue.com as soon as reasonably possible if an item is defective, damaged, misdescribed, or incorrect. Include your order number and, where reasonably available, photographs or video showing the issue. A request for supporting evidence does not shorten any mandatory notification period or legal guarantee.
Do not dispose of, repair, alter, or return the item before receiving instructions unless doing so is reasonably necessary for safety.
Where goods do not conform to the contract, HEDYCUE will provide the remedies required by applicable law. These may include repair, replacement, a proportionate price reduction, or cancellation and refund. When required by law, HEDYCUE will provide a prepaid return method or reimburse reasonable and necessary return costs.
For EU consumers, these rights include a minimum two-year legal guarantee. Repair or replacement must be free of charge, completed within a reasonable time, and provided without significant inconvenience, subject to the applicable legal rules.
This section is separate from, and is not limited by, the 14-day change-of-mind periods.
Voluntary 14-Day Returns Outside Mandatory Rights
Where no mandatory withdrawal right applies, HEDYCUE voluntarily accepts eligible change-of-mind return requests made within 14 calendar days after delivery.
To qualify:
- prior written return authorisation is required;
- the item must be unused, unaltered, complete, and in resalable condition;
- all supplied accessories, tags, manuals, and original packaging must be included;
- proof of purchase is required; and
- the item must be dispatched within 14 calendar days after we provide return instructions.
The customer pays the direct return shipping cost. Original delivery charges, including express or premium delivery charges, are non-refundable unless applicable law requires otherwise.
No automatic restocking fee is charged. Where permitted by law, HEDYCUE may deduct an evidenced loss in value caused by missing parts, damage, alteration, or use beyond what this voluntary programme permits.
Items Excluded from Voluntary Returns
Unless mandatory law provides otherwise, voluntary returns are not available for goods made to order, made to specification, or clearly personalised; gift cards; items clearly identified as final sale before purchase; or goods that cannot safely or lawfully be returned.
A product is not automatically final sale merely because it was discounted or sold during a promotion. If HEDYCUE expressly promises a longer return period for a product or market in writing, that longer period applies to the extent stated.
Exchanges
For a change-of-mind exchange, the quickest method is to request an eligible return and place a new order for the preferred item. We cannot reserve inventory or guarantee that the same price will remain available.
Replacement of a defective, damaged, misdescribed, or incorrect product is handled under the section above and is not subject to the voluntary exchange conditions.
Refund Processing
We will inspect returned goods and notify you of the outcome. Approved voluntary refunds are issued to the original payment method within 10 business days after approval. Your bank or payment provider may need additional time to post the funds.
If more than 15 business days have passed since we confirmed approval, email support@hedycue.com.
We cannot refund customs duties, import taxes, brokerage charges, or similar amounts paid directly to a carrier or government authority rather than collected by HEDYCUE. You may contact the relevant authority regarding possible reimbursement.
EU and UK statutory refunds follow the deadlines and rules stated in their respective sections above.
Order Changes and Cancellation
Self-service cancellation or removal of items may be available for 15 minutes after an order is placed. You may also email support@hedycue.com within 24 hours with the subject line “CANCEL” and your order number. We will make a reasonable effort to stop an order that has not entered processing, but cancellation after the self-service window is not guaranteed.
If an order has already been processed or shipped, the applicable return rules will apply. This operational cancellation window does not limit any statutory withdrawal or cancellation right.
Contact Details
Seller / trading name: HEDYCUE
Email: support@hedycue.com
Phone: +86 180 0146 4880
Geographical business address: Haitian International, No. 2 Dongda Street, Hai'an Town, Hai'an City, Nantong, Jiangsu 226600, China
Authorised return address: Same as the geographical business address above
Model EU Withdrawal Form
Complete and return this form only if you wish to use it. Use of the form is optional.
To:
HEDYCUE
Haitian International, No. 2 Dongda Street
Hai'an Town, Hai'an City, Nantong
Jiangsu 226600, China
Email: support@hedycue.com
Phone: +86 180 0146 4880
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Goods:
Order number, if available:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if submitted on paper:
Date: