Politique de remboursement

Refund Policy
WITHDRAWAL AND COMPLAINT POLICY

Right of Return

  1. The products offered by Hezo Kids are personalized and created upon individual request, using character names provided by the customer and custom images developed by us. Therefore, pursuant to Article 57, Item 3 of the Consumer Protection Act, once production has begun, the contract cannot be terminated without our consent, and Hezo Kids is not obligated to accept returns based on the right of withdrawal, except in cases where the product does not conform to what was agreed or has defects.

    Nevertheless, we are confident in the quality of our products and grant you the right to withdraw from the contract without providing a reason if you purchase goods via www.hezokids.comas a consumer (i.e., a natural person acquiring goods not intended for commercial or professional use, or acting outside the scope of their trade or profession). Below you will find information regarding your right of withdrawal.

Order Withdrawal

  1. Hezo Kids provides you with the opportunity to inspect the product upon delivery by the courier, as well as the right to refuse the purchase without providing a reason no later than the moment of receiving the product from the courier.
  2. If you have already received the product and wish to withdraw from the purchase, you must:
  • Complete the withdrawal form available via the contact form, or send us a free-text message to: info@hezokids.com at the time of receiving the product from the courier, including: your order number, the item you wish to return, and if the product has already been paid for — a bank account to which the refund should be made;
  • Pack the product you wish to return in the same way it was originally delivered, using the same packaging;
  • Return the packaged product along with all accompanying documents (delivery note and/or invoice) by handing it over to the courier that delivered it to you, covering the return shipping costs yourself.
  1. Your right of withdrawal is valid only if the product is returned in the same condition in which you received it. This means that the product must not be damaged, must show no signs of use, and the original label must not be removed. When withdrawing from a purchase, you are responsible for returning the product in its original condition.
  2. If you have already paid for the product you wish to return, the price paid and the initial delivery costs will be fully refunded within 14 calendar days from the date we receive the returned product. Delivery costs will not be refunded if you return only part of the items from a single shipment.
  3. Refunds of the product price and delivery costs (where applicable) for a valid withdrawal will be made via bank transfer to the account you provide.

Order Cancellation

  1. If you have not yet received the product, you may cancel your order for all or part of the items without providing a reason within 24 hours of placing the order or receiving a prototype (an animated version of your selected personalized characters to be included in the product), whichever occurs later. After this period, you may cancel the order only if the products have not yet been dispatched to a courier within the agreed timeframe.
  2. To cancel an order, you must complete the withdrawal form available via the contact form or send a message to info@hezokids.com, including your order number, the item you wish to cancel, and if the product has already been paid for — a bank account for the refund.
  3. If you cancel an order and have already paid for the product, the full amount paid, including initial delivery costs (if already paid), will be refunded within 14 calendar days from the date we receive your cancellation request. Delivery costs will not be refunded if only part of the items in a shipment are canceled.
  4. Refunds of the product price and delivery costs (where applicable) will be made via bank transfer to the account you provide.

Complaints

  1. If the product you received is defective, damaged during delivery, does not match your order, or if you have any other concerns regarding its quality, you may file a complaint within 30 days of receiving the product.
  2. Complaints can be submitted via the contact and complaints form available on our website or by email at info@hezokids.com. You must include your order number and provide photos of the items concerned.

If the complaint is accepted, we will replace the product with a new one that matches your order within one month of the complaint being filed, with all replacement costs covered by us. If your complaint is accepted, you also have the right to withdraw from the order by following the steps in the “Order Cancellation” section, or to exchange the product for another item from our online store.