Returns & Refund Policy
Last updated: 2 July 2026
We want you to love your HELD. If something isn't right, here's how it works.
Your right to cancel (change of mind)
Under the UK Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason. On top of that, as a goodwill gesture, we give you 30 days from delivery to request a return.
To be eligible, the item must be unused, in its original condition and packaging. To start a return, email info@heldcomfort.co with your order number, and we'll confirm the return address in the Netherlands. Please don't send anything back before contacting us.
Return postage for change-of-mind returns is paid by you. We recommend using a tracked service, as we can't be responsible for returns lost in transit. Once we receive and check your returned item, we'll refund you to your original payment method (see below).
Damaged, faulty or wrong items
Please check your order as soon as it arrives. If your item is faulty, damaged or not what you ordered, email us at info@heldcomfort.co within a reasonable time with your order number and a photo. In these cases we cover the cost, and we'll arrange a replacement or a full refund — including any return postage. This is in addition to your rights under the UK Consumer Rights Act 2015.
Refunds
Once your return is received and checked, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 10 business days. Please note your bank or card provider may take additional time to post the refund. For change-of-mind returns, your refund is for the price of the goods (original return postage is not refunded).
Return address
Returns should be sent (once you've contacted us) to: HELD Comfort — Turfschipper 10, 2292 JA Wateringen, Netherlands
Exchanges
The quickest way to get a different item is to return your original (once approved) and place a new order.
Cancellations before dispatch
Need to change or cancel an order? Contact us within 2 hours of ordering at info@heldcomfort.co and we'll do our best to help before it's processed.
Contact
HELD Comfort — info@heldcomfort.co