Return & Refund Policy

Last updated: 7 September 2026

We want returns and refunds at Heel Me to be straightforward.

This policy explains how to return an order, exercise your right of withdrawal, request a refund and contact us if a product is faulty or damaged.

14-Day Right of Withdrawal

If you are a consumer, you generally have the right to withdraw from your online purchase within 14 days without giving any reason.

The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the goods.

If several products from the same order are delivered separately, the withdrawal period begins when the final product has been received.

If mandatory consumer law in your country provides you with stronger rights, those rights remain unaffected.

How to Start a Return

To exercise your right of withdrawal, you must clearly inform us that you wish to withdraw from your purchase before the 14-day withdrawal period expires.

You can contact us at:

info@heelme.eu

Please include:

• your name,

• your order number, and

• which product(s) you wish to return.

You may also exercise your right of withdrawal through our online withdrawal function.

You do not need to provide a reason for returning your order.

Simply refusing delivery or failing to collect a parcel does not by itself constitute exercise of your right of withdrawal. You must also inform us that you wish to withdraw from the purchase.

Return Deadline

After informing us that you wish to withdraw, you must send the goods back without undue delay and no later than 14 days after notifying us.

Please do not send returns to another Heel Me address unless we have specifically instructed you to do so.

Return Shipping Costs

When returning a product because you have changed your mind and are exercising your statutory right of withdrawal, you are responsible for the direct cost of returning the product.

We recommend using a traceable shipping method and keeping your proof of shipment until the return has been completed.

Heel Me does not accept responsibility for a return shipment until it has been received by us.

If the product is faulty, defective, incorrectly supplied or otherwise covered by your statutory legal guarantee, Heel Me will cover the necessary and reasonable return shipping costs.

Please contact us before returning a faulty product so we can provide the appropriate instructions.

Condition of Returned Products

You are entitled to inspect a product to the extent necessary to establish its nature, characteristics and functioning, similar to how you would normally be able to inspect a product in a physical store.

You may still exercise your right of withdrawal if the product has been handled beyond this extent.

However, you may be liable for any reduction in the value of the product caused by unnecessary handling or use.

For Heel Me's self-adhesive products, removing protective materials, applying the adhesive product to footwear or otherwise using the product in a way that prevents it from being sold as new may result in a significant reduction in value.

Depending on the circumstances, this may reduce the amount refunded.

Any deduction will be based on the actual diminished value of the product and assessed individually.

Original packaging is not an absolute requirement for exercising your statutory right of withdrawal. However, we recommend returning the product with its original packaging and components where possible, as missing or damaged packaging may affect the product's value in certain circumstances.

Refunds

If you withdraw from your entire order, we will refund:

• the price paid for the returned products, and

• the cost of the least expensive standard delivery method offered for your order.

If you selected a more expensive delivery option than our least expensive standard delivery method, the additional shipping cost will not be refunded.

If you return only part of an order, the original shipping charge will generally not be refunded where the shipping cost would have been the same for the products you keep.

The direct cost of returning the goods is not refunded when you are exercising your ordinary right of withdrawal, unless we have expressly agreed otherwise.

When Will I Receive My Refund?

We will issue the refund without undue delay and no later than 14 days after the date on which you inform us that you are withdrawing from the purchase.

However, we may withhold the refund until:

• we have received the returned goods, or

• you have provided evidence that the goods have been sent back,

whichever occurs first.

Refunds are normally issued using the same payment method used for the original purchase unless another method has been expressly agreed.

Heel Me will not charge you a fee for receiving the refund.

After we issue the refund, your bank, card issuer or payment provider may require additional processing time before the amount appears in your account.

Exchanges

We do not guarantee direct product exchanges.

If you would like a different product or variant, the easiest solution is normally to return the original product in accordance with this policy and place a new order.

If you need assistance, contact info@heelme.eu.

Faulty or Defective Products

Consumers purchasing from Heel Me are protected by applicable statutory consumer rights.

Within the EU, goods are covered by a minimum two-year legal guarantee for lack of conformity. Some countries provide additional or longer mandatory protection.

If you believe your Heel Me product is faulty or defective, contact us at:

info@heelme.eu

Please include, where possible:

• your order number,

• a description of the issue,

• when the problem occurred, and

• clear photographs showing the issue.

This information helps us assess and resolve the matter efficiently.

Normal wear and tear, accidental damage, misuse or damage caused by failure to follow the product instructions does not necessarily constitute a defect covered by the legal guarantee.

For Heel Me products, correct application, preparation of the footwear surface and compliance with any specified waiting or curing period after application may form part of our assessment of the issue.

This does not restrict your statutory consumer rights.

Where a claim is valid, the appropriate remedy will be provided in accordance with applicable consumer law and may include replacement, repair where appropriate, a price reduction or refund.

Valid legal guarantee claims will be handled without cost to you, including necessary and reasonable return shipping costs.

Wrong Product Received

If we have sent you the wrong product, please contact us at info@heelme.eu as soon as reasonably possible.

Include your order number and preferably a photograph of the product received.

We will arrange an appropriate solution and cover the necessary shipping costs.

Products Damaged During Delivery

Heel Me remains responsible for the goods until they have been delivered to you or another person designated by you.

If your parcel or product arrives damaged, please contact:

info@heelme.eu

Please provide your order number and, where possible, photographs of:

• the damaged product,

• the shipping packaging, and

• any visible transport damage.

We will handle the matter with DAO, GLS or the relevant delivery partner.

Not providing photographs immediately does not automatically remove any statutory rights you may have.

Lost Parcels

If your order is lost before delivery, you are not required to bear the loss.

Please contact info@heelme.eu, and we will investigate the shipment with DAO, GLS or the relevant delivery partner.

Where the shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law.

Uncollected Parcels

Failing to collect a parcel does not automatically cancel the purchase or constitute exercise of your right of withdrawal.

If you wish to withdraw from your purchase, please notify us separately.

If an uncollected parcel is returned to Heel Me, we will contact you regarding the next steps.

If you request that the order is shipped again, you may be required to pay the actual cost of the new shipment.

Incorrect Delivery Address

Please ensure that your delivery information is correct before submitting your order.

If you discover an error, contact us immediately at info@heelme.eu.

If the parcel has not yet been dispatched, we will try to correct the information.

Once the order has been transferred to the carrier, we cannot guarantee that the delivery address can be changed.

If a parcel is returned to us because the customer provided an incorrect or incomplete address, additional shipping charges may apply if the customer requests reshipment.

Contact Us

For returns, refunds, damaged products or questions regarding this policy, contact:

MHS Media ApS / Heel Me
CVR / Company Registration No.: 46470680
Oluf Bagers Gade 9
5000 Odense C
Denmark

Email: info@heelme.eu

We aim to respond to email enquiries within 3 business days.

Your statutory consumer rights are not affected by this Return & Refund Policy.