Returns, Refunds & Cancellations Policy

At HESSOU, every piece is printed individually after you place your order. Because our products are made to order, our return and cancellation conditions depend on your location and the applicable consumer protection laws.

1. Made-to-Order Products

Every item sold by HESSOU is printed individually after an order is placed. We do not produce items in advance.

Please carefully check your selected size, colour, artwork and other order details before completing your purchase.

Germany: Customers may exercise their statutory right of withdrawal within 14 days of receiving their order, where applicable. Exceptions may apply to products made to the customer's specifications or clearly personalised, as permitted by law.

All Other Countries: We generally do not accept change-of-mind returns for made-to-order products, or returns because an incorrect size, colour or artwork was selected at checkout, except where required by applicable law.

Nothing in this policy limits your statutory consumer rights.

2. Damaged, Defective or Incorrect Items

If your order arrives damaged, has a manufacturing defect, or is different from what you ordered, please contact us. We will assess the issue and provide an appropriate remedy, such as a free replacement or refund, in accordance with applicable law.

You will not be charged for an approved replacement for an item that arrived damaged or defective.

3. How to Make a Claim

Please contact us as soon as you notice a problem, ideally within 30 days of delivery.

Include the following information:

• Your order number.
• A clear photo showing the problem.
• A photo of the inner protective packaging, if available.
• A photo of the barcode label on the packaging, if available.
• A brief description of the issue.

Packaging and barcode photos help us investigate damage that may have occurred during shipping. If you no longer have the packaging, please contact us anyway.

The suggested 30-day reporting period does not limit any statutory rights or legal deadlines that apply to your purchase.

4. What Is Not Covered

Where permitted by applicable law, our voluntary return policy does not cover:

• Change-of-mind requests for products that are not eligible for return.
• Incorrect sizes, colours or artwork selected by the customer.
• Minor print-placement variations that fall within normal production tolerances and do not constitute a defect.

These exclusions do not apply where statutory consumer law provides you with a right to return the item or receive another remedy.

5. How to Request a Return

Please contact us before sending any item back.

Customers in Germany: For eligible online purchases, you generally have 14 days from receiving your order to notify us that you wish to withdraw from the purchase. After notifying us, you generally have a further 14 days to return the goods. Legally applicable exceptions may apply.

Customers in Other Countries: Returns for change of mind are generally not accepted for made-to-order products unless required by applicable law or otherwise agreed by HESSOU.

For approved claims involving damaged, defective or incorrect items, we will provide instructions and arrange an appropriate remedy.

Unauthorised returns may delay the resolution of your claim.

6. Cancellations

Orders enter production shortly after payment, so cancellations or changes may no longer be possible once production has started.

If you need to change or cancel an order, please contact us as soon as possible. We will do our best to help if production has not progressed too far.

This does not affect any statutory cancellation or withdrawal rights that apply under the law governing your purchase.

7. Refunds

Approved refunds will be issued to the original payment method unless otherwise required by law or agreed with you.

For eligible statutory withdrawals, refunds will be processed within the legally required timeframe. Where permitted by law, we may withhold the refund until we receive the returned goods or evidence that they have been sent back.

Any refund of standard delivery costs and responsibility for return shipping will be handled in accordance with applicable law and the terms of your return.

Your bank or payment provider may require additional time to process the refund.

8. Your Statutory Rights

Nothing in this policy limits or excludes your rights under applicable consumer protection laws.

For eligible consumer purchases in the European Union, goods are generally covered by a legal guarantee of conformity of at least two years, subject to applicable national rules and exceptions.

If an item is faulty, damaged, incorrectly supplied or otherwise does not conform to your order, contact us so we can resolve the issue in accordance with the law.

Where the law applicable to your purchase provides greater protection than this policy, the law takes precedence.

9. Terms of Service

By placing an order with HESSOU, you agree to the applicable Terms of Service presented on our website at the time of purchase. These terms apply alongside this Returns, Refunds & Cancellations Policy and do not override your statutory consumer rights.

10. Contact Us

If you have questions about returns, cancellations, refunds or damaged items, please contact us before sending any product back.

Email: info@hessou.com

Please include your order number so we can assist you as efficiently as possible.

Thank you for choosing HESSOU.