Returns & refunds

Your right to return

You may return any item within 14 days of delivery for a full refund. Items should be unused and returned in their original packaging where possible. This policy sits alongside — and does not replace — your statutory rights under the Consumer Contracts Regulations and the Consumer Rights Act 2015.

How to start a return

• Email support@heimora.store with your order number and the item you wish to return.
• We reply the same working day with a prepaid return label as a PDF.
• Repack the item, attach the label and drop the parcel at any accepting post office or courier point.

Return postage is free. You will never be asked to pay for a label, and we do not deduct restocking or handling fees.

Refunds

Refunds are issued to the original payment method within 7 days of the returned item being received and inspected. Your bank or card issuer may take a further 2–5 working days to show the credit. Because delivery was free, the full amount you paid is refunded.

Damaged, faulty or incorrect items

Email a photograph within 48 hours of delivery and we will send a free replacement or a full refund, whichever you prefer. Nothing needs to be returned before the replacement is sent for breakages, and no return postage is charged.

Exchanges

We handle exchanges as a return plus a new order, which is faster. Tell us the piece you would prefer and we will dispatch it as soon as the return label is scanned.

Items we cannot accept

• Candles that have been lit.
• Items damaged after delivery through use, cleaning products or accident.
• Natural variation in hand-thrown pieces, marble veining or oak grain, which is described on each product page and is not treated as a fault.

Return address

Heimora, 13 Butts Rd, Thornton-Cleveleys, FY5 4HX, United Kingdom. Please do not send an item back without contacting us first, as we cannot issue a prepaid label retrospectively.

See also our warranty information and terms and conditions.