Cancellation Policy & Returns

Last updated: 8 July 2026

Page title: Cancellation Policy & Returns · Shopify slug: refund-policy

Your Right of Withdrawal

You have the right to withdraw from this contract within fourteen days without supplying any reason.

The withdrawal period begins on the day on which you, or a third party other than the carrier that you have nominated, takes physical possession of the goods, and expires fourteen days thereafter.

To exercise this right, you must notify us of your decision to cancel by a clear, unambiguous statement — for example by email or post:

HYLVEN
Email: contact@hylven.com
Website: hylven.com

Your statement must make your intention to withdraw unmistakably clear. You may, if you prefer, use the model withdrawal form provided below — its use is entirely at your discretion.

Sending your withdrawal notice before the fourteen-day period closes is sufficient to meet the deadline.

Consequences of Withdrawal

Upon a valid withdrawal, we will reimburse all payments received from you — including standard outbound delivery charges (but not any premium paid for an upgraded delivery option) — without undue delay and no later than fourteen days from receipt of your withdrawal notice.

Reimbursement will as a rule be made via the same payment method as the original transaction, unless explicitly agreed otherwise; no fee of any kind will be charged to you in connection with the refund.

We may withhold reimbursement until the goods have been returned to us, or until you supply evidence of having despatched them — whichever is the earlier.

The goods must be returned without undue delay and in any event within fourteen days of the date you notified us of your withdrawal. The deadline is met provided you despatch the goods before this period elapses.

You bear the direct costs of returning the goods.

You are only liable for any diminution in value of the goods caused by handling that exceeds what is necessary to ascertain their nature, characteristics and proper functioning.

Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to contracts for:

• Goods manufactured to your personal specifications or clearly customised to your individual requirements;
• Goods liable to deteriorate rapidly or whose expiry date would soon be exceeded;
• Sealed goods that cannot be returned on health or hygiene grounds where the seal has been broken after delivery;
• Goods that, after delivery, have by their nature become inseparably combined with other items;
• Sealed audio or video recordings, or sealed software, whose seal has been opened after delivery.

Model Withdrawal Form

If you wish to cancel your order, please complete and return the form below.

To HYLVEN
Email: contact@hylven.com

I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the following goods (*) / the following service (*):

Ordered on (*) / received on (*): ___________________
Name of consumer(s): ________________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): _______________
Date: __________________

(*) Delete as appropriate.

How the Return Process Works

1. Send a message to contact@hylven.com stating your order number and the reason for your return.
2. We will acknowledge your request and provide you with the return address.
3. Pack the goods securely — the original packaging is recommended wherever possible.
4. Return the parcel within fourteen days of notifying us of your withdrawal.
5. Once the goods have been received and examined, your refund will be issued within fourteen days.

Refunds

Your refund will be credited via the payment method used for the original transaction. Depending on your bank or payment provider, it may take between five and ten working days for the amount to appear in your account.

Damaged or Defective Goods

Should any item arrive damaged or defective, please notify us within seven days of receipt at contact@hylven.com. Attach clear photographs of the defect alongside your order number. We will cover the return shipping costs and offer you — at your choice — either a replacement or a full refund of the purchase price.