Refund policy

RETURN & REFUND POLICY

We want you to enjoy every Heyu mocktail. If something isn’t right with your order, we’re here to help.
Below you’ll find everything you need to know about returns and refunds.

1. Eligibility for Returns

Because Heyu mocktails are food and beverage products, we can only accept returns under the following conditions:

We can accept returns if:
 • You received damaged, defective, or incorrect items
 • You contacted us within 48 hours of delivery with clear photos
 • The products remain unopened and in their original packaging

We cannot accept returns if:
 • Products have been opened or partially consumed
 • Products were damaged due to improper storage after delivery

For returns that do not relate to damaged, leaking or missing items, the return costs are always borne by the buyer.

If you are unsure whether your situation qualifies, feel free to contact us at hello@heyudrinks.com.

2. Damaged, Leaking, or Missing Items

If your order arrives damaged or incomplete, please notify us within 48 hours via hello@heyudrinks.com and include:
 • Photos of the outer packaging
 • Photos of the damaged or missing items
 • Your order number

We will arrange a free replacement, credit or refund, depending on the situation.

3. Incorrect or Incomplete Address

If an incorrect or incomplete address was provided at checkout, we cannot be held responsible for failed deliveries. A re-shipping fee will apply for sending the order again. See the paragraph below.

4. Uncollected / Refused Packages

If a package cannot be delivered or is not collected at the pickup point and is returned to us, the following applies:

Re-shipping Your Order:

We can resend your order upon request. A re-shipping and return fee applies:
€9.99 for Belgium
€11.99 for Netherlands, France & Germany

Please contact us within 7 days of our notification to arrange re-shipment.

Partial Refund:

If you prefer not to have your order re-sent, we will refund the product value, minus:
- The initial shipping cost
- The carrier’s return-to-sender fee

We will clearly communicate the refund amount before processing it.

5. How Refunds Are Issued

Once your return or refund request is approved:
 • Refunds are issued to the original payment method
 • Processing time is usually 5–10 business days, depending on your bank
 • You will receive a confirmation email once the refund has been processed

6. Order Cancellations

Orders can only be cancelled if they have not yet been handed over to the courier.
Once an order is shipped, cancellation is no longer possible.

7. Need Help?

If you have any issues with your order, please reach out — we’re always happy to assist.

hello@heyudrinks.com
We respond within 1–2 business days.