Refund policy

RETURN AND REFUND POLICY

At Hey Mineral SL, we handle returns and refunds in accordance with applicable consumer protection legislation in Spain and the European Union.

1. Right of withdrawal

Customers have a period of 14 calendar days from receipt of the order to exercise their right of withdrawal without providing any justification.

To request a return, customers must contact us at info@heymineral.com before sending the product back.

The return request should include:

Order number
Full name
Email used for the order
Product or products to be returned
Reason for return, if the customer wishes to provide it

2. Return instructions

Once the return request has been received, we will provide the customer with return instructions.

Products must not be returned without first contacting us, as this may delay the identification and processing of the return.

3. Return conditions

To be eligible for a return, the product must:

Be in the same condition in which it was received
Be unused and undamaged by the customer
Include its original packaging where reasonably possible
Show no signs of misuse, alteration or improper handling

For natural minerals, crystals, fossils and stone products, variations in colour, shape, texture, size, shine, veining, inclusions, cavities or other natural characteristics are considered normal and do not constitute a defect.

4. Return shipping costs

Return shipping costs are borne by the customer, except where the product is defective, damaged on arrival or an error was made by Hey Mineral SL.

The customer is responsible for ensuring that the returned product is properly packaged to avoid damage during return shipping.

5. Refunds

Once the returned item has been received and inspected, the refund will be processed using the same payment method used for the original purchase, unless otherwise agreed.

Refunds will be processed within 14 calendar days from the date on which we receive the returned item or valid proof that the item has been sent back, in accordance with applicable legislation.

Original standard shipping costs may be refunded where required by applicable consumer protection legislation. Additional costs resulting from the customer choosing a delivery method other than the least expensive standard delivery option offered may not be refunded.

6. Damaged or defective products

If a product arrives damaged or defective, the customer should contact us as soon as possible, preferably within 48 hours of delivery, at info@heymineral.com.

The customer should include photographs of the product, packaging and shipping label so that we can assess the issue correctly.

Depending on the case, we may offer a replacement, refund or other appropriate solution.

7. Non-returnable items

The following items may not be eligible for return, except where required by applicable law:

Products that have been used, damaged or altered by the customer
Products returned incomplete or without adequate protection
Customised, personalised or made-to-order products
Gift cards or digital products, where applicable
Products excluded from return under applicable consumer legislation

8. Memberships and subscription services

Memberships, subscription services and recurring payment products are subject to the specific conditions displayed on the relevant product or membership page.

Cancellation of future renewals is governed by the Cancellation Policy and by the conditions shown at the time of purchase.