Last updated: August 2026
Heklar is operated by ZOUIAM LLC through the website heklar.com.
We want you to feel confident when ordering from us. This Returns & Refund Policy explains how to request a return, the conditions that apply and how eligible refunds are processed.
Nothing in this policy affects your statutory rights under UK consumer law.
You may request a return within 30 calendar days of receiving your order.
To begin a return, you must contact our Customer Support team at contact@heklar.com before the 30-day period expires.
Please do not send your order back without contacting us first. Returns sent without prior authorisation, or to an address other than the return address provided by our team, may not be accepted or refunded.
To qualify for a return, the following conditions must be met:
You contact us within 30 calendar days of delivery.
You provide your full name, order number and the email address used to place the order.
The product is returned with all supplied parts, accessories, instructions and original packaging.
The product has not been damaged through misuse, negligence, improper handling or unauthorised modification.
Any health or hygiene seals remain intact where applicable, unless the product is faulty.
We reserve the right to reduce the refund if the product has been handled or used beyond what is reasonably necessary to inspect its nature, characteristics and operation, where permitted by UK law.
For health and hygiene reasons, certain sealed products or accessories that come into direct contact with the mouth, nose or face may not be eligible for return once their hygiene seal has been broken.
This exclusion does not apply where the product is faulty, damaged, incorrectly supplied or not as described.
Email contact@heklar.com with:
The subject line: Return Request — Order #[your order number]
Your full name
Your order number
The email address used for the purchase
The reason for the return
Photographs or a short video if the product is damaged, faulty or incorrect
Our Customer Support team will normally reply within two working days and, if the return is accepted, provide the return instructions and correct return address.
The customer must return the item within 14 calendar days of receiving the return instructions.
We strongly recommend using a tracked postal service and keeping your proof of postage until the refund has been completed. Heklar cannot be held responsible for a return that is lost or damaged before reaching the designated return facility.
If you are returning an item because you have changed your mind or no longer want it, the direct cost of returning the product is your responsibility.
We do not provide prepaid return labels for change-of-mind returns.
If the product is faulty, damaged on arrival, incorrectly supplied or materially different from its description, Heklar will cover the reasonable return shipping costs or provide another appropriate solution.
Original or return shipping costs will not be refunded unless required by UK law or expressly agreed by our Customer Support team.
Please inspect your order as soon as it arrives.
If the product is damaged, defective, incomplete or incorrect, contact us promptly at contact@heklar.com and include clear photographs or a short video showing the issue.
Depending on the circumstances and your legal rights, we may offer:
A replacement product
Replacement parts or accessories
A repair, where appropriate
A partial refund
A full refund
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Your statutory rights remain available even after the end of our 30-day return policy.
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method, without any refund-processing fee.
Where required by UK law, refunds will be processed within 14 calendar days of the date on which:
We receive the returned product; or
You provide acceptable evidence that the product has been sent back,
whichever occurs first.
After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account. This usually takes:
| Payment method | Estimated processing time |
|---|---|
| Debit or credit card | 5–10 working days |
| PayPal | 3–5 working days |
| Other payment methods | 5–10 working days |
These banking times are estimates and are outside Heklar’s control.
For eligible cancellations made under the statutory 14-day cooling-off period, we will also refund the cost of the least expensive standard delivery option offered at checkout. Any additional amount paid for express or premium delivery is not refundable unless required by law.
Unless they are faulty, damaged, incorrect or otherwise covered by your statutory rights, we cannot accept returns of:
Products returned after the applicable return period
Products returned without prior authorisation
Opened products that cannot be resold for health or hygiene reasons
Products damaged through misuse, negligence or improper handling
Products altered, repaired or modified without authorisation
Personalised or custom-made products
Gift cards
Free promotional gifts or products obtained using a 100% discount
Sale and promotional items remain covered by applicable UK consumer rights.
If you return an item purchased as part of a bundle, the complete bundle must normally be returned to receive a full refund.
Any promotional gift supplied with the purchase must also be returned. If it is not returned, we may deduct its stated retail value from the refund where permitted by law.
If you wish to cancel an order before it has been dispatched, contact us immediately at contact@heklar.com.
We cannot guarantee that an order can be cancelled once processing has begun. If the order has already been dispatched, you will need to follow the standard return procedure after receiving it.
We do not currently offer direct exchanges.
If you would like a different product, you should return the eligible item for a refund and place a new order separately.
UK customers normally have the right to cancel an online purchase within 14 calendar days of receiving the goods, without giving a reason. After notifying us, the goods must normally be returned within a further 14 days.
Customers may also have the right to reject goods that are faulty, not as described or not fit for purpose within 30 days of delivery.
Our 30-day return policy is offered in addition to these statutory rights and does not replace, restrict or exclude them.
For return requests or questions about this policy:
ZOUIAM LLC — Heklar
Website: https://heklar.com
Email: contact@heklar.com
We aim to respond within two working days, Monday to Friday, excluding public holidays.
We may update this policy from time to time. The version applicable to your purchase is the version published on heklar.com when your order was placed.
