Refund policy
RETURN & REFUND POLICY
Last updated: 24 September 2026
We hope you love your Hej Hemma order. If something isn’t quite right, this policy explains your rights and how returns, refunds and problems with an order are handled.
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
1. 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase of physical goods within 14 days without giving a reason, subject to the exceptions described below.
The withdrawal period begins on the day after you, or a third party designated by you other than the carrier, receives the goods.
If your order contains multiple goods that are delivered separately, the withdrawal period begins after the last item has been received.
To exercise your right of withdrawal, you must notify us within the 14-day withdrawal period.
You can do this through the return options available in your Hej Hemma customer account or by contacting us at:
hej@hejhemma.com
After notifying us of your withdrawal, you must return the goods within 14 days.
2. RETURNING YOUR ORDER
Please contact us before returning your order so that we can provide you with the correct return instructions.
For an ordinary return under the right of withdrawal, you are responsible for arranging and paying the direct cost of returning the goods.
Please do not return products directly to one of our production or fulfilment partners unless we specifically instruct you to do so.
Products should be securely packaged for return.
You may inspect and handle a product as you reasonably would in a physical shop to determine its nature, characteristics and functioning.
If a product has been handled beyond what is reasonably necessary and its value has been diminished as a result, we may make an appropriate deduction from the refund where permitted by law.
3. REFUNDS AFTER WITHDRAWAL
When you validly withdraw from your purchase, we will refund the payments received from you for the returned goods.
For a full withdrawal from an order, we will also refund the cost of our least expensive standard delivery option where required by law.
If you chose a more expensive delivery method, such as express delivery, the additional delivery cost above our standard delivery rate will not be refunded.
Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.
We will process the refund without undue delay and no later than 14 days after you notify us of your withdrawal.
We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
Depending on your payment provider, it may take additional time for the refunded amount to appear in your account.
4. PRINT-ON-DEMAND PRODUCTS
Many Hej Hemma products are produced or printed especially after an order is placed.
The fact that a standard Hej Hemma product is produced or printed on demand does not by itself exclude your statutory right of withdrawal.
For example, choosing a standard Hej Hemma mug, print or other product from our existing collection does not automatically make that product personalised for the purposes of the statutory withdrawal exception.
5. PERSONALISED PRODUCTS
Products that are genuinely made according to your individual specifications or clearly personalised specifically for you may be excluded from the statutory right of withdrawal where permitted by applicable law.
If a product is personalised and the right of withdrawal does not apply, this will be made clear before purchase where required.
This exception does not apply merely because a standard Hej Hemma product is produced or printed after you place your order.
6. DAMAGED, FAULTY OR INCORRECT PRODUCTS
If your order arrives damaged, faulty, incorrectly supplied or otherwise does not conform to what you ordered, please contact us at:
hej@hejhemma.com
Please include:
- your order number;
- a photograph of the complete product;
- a clear photograph showing the problem; and
- photographs of the packaging where relevant.
Please keep the product and its packaging until we have reviewed the issue.
Do not return a damaged, faulty or incorrect product before contacting us.
Because many of our products are made and fulfilled by specialist production partners, we may be able to resolve the problem without requiring you to return the item.
Depending on the circumstances and your statutory rights, an appropriate solution may include repair, replacement, price reduction or refund.
If a return is required because the product is faulty, damaged or incorrectly supplied, you will not be required to bear return costs that are legally our responsibility.
Your statutory rights regarding faulty or non-conforming goods remain unaffected.
7. MINOR VARIATIONS
Some Hej Hemma products are printed or made using specialist production processes.
Minor variations in colour, print placement, dimensions or finish may occur as a natural result of the production process.
Colours may also appear slightly different depending on your screen or device settings.
Such minor variations do not automatically mean that a product is defective. This does not affect your rights if the product is faulty, damaged or materially different from its description.
8. DIGITAL PRODUCTS
Different rules apply to digital products such as downloadable artwork.
Digital products are supplied electronically and cannot be physically returned.
For digital content supplied immediately after purchase, the statutory right of withdrawal may cease once supply has begun if, before supply begins, you have:
- expressly consented to immediate performance; and
- acknowledged that you will lose your right of withdrawal as a result.
Where these legal requirements have not been met, your statutory rights remain unaffected.
If a digital file is defective, corrupted, inaccessible or materially different from its description, please contact us at hej@hejhemma.com so that we can resolve the issue.
9. EXCHANGES
We do not currently operate a standard exchange service.
If you would like a different product, colour, size or design, please contact us. Where appropriate, you may return an eligible product in accordance with this policy and place a new order separately.
This does not affect your statutory rights regarding faulty or incorrectly supplied products.
10. ORDER CANCELLATIONS
If you wish to cancel an order before it has been fulfilled, please contact us as soon as possible at hej@hejhemma.com or use the cancellation options available through your Hej Hemma customer account where available.
Because many physical products enter production shortly after an order is placed, we cannot guarantee that we can stop production or shipment after an order has been submitted.
However, an inability to cancel an order before shipment does not remove any statutory right of withdrawal that applies after delivery.
11. RETURN ADDRESS
Please contact us before sending a return.
Eligible ordinary returns will be directed to the appropriate Hej Hemma return address in the Netherlands.
Do not send returns directly to Contrado or another production or fulfilment partner unless Hej Hemma has specifically instructed you to do so.
Unauthorised returns sent directly to a production partner may not be accepted or may delay the handling of your return.
12. CONTACT
For returns, refunds, damaged products or questions about this policy, please contact:
Hej Hemma
Operated by Socially Sanne
Email: hej@hejhemma.com