Refund Policy

1. DIGITAL GOODS (the "Standard" gift category — a PDF document; the digital part of the "Optimum" and "Absolute" categories) Once the PDF certificate has been sent by e-mail, the right of withdrawal under EU law is forfeited — the Buyer gives full consent at the purchase stage. If the PDF has not been sent, a refund is possible on request within 14 days of payment. 2. PHYSICAL ITEM (the "Optimum" gift category — 3 magnets; the "Absolute" gift category — magnets plus a printed A4 certificate) A refund is possible within 14 days of receipt if the envelope has not been opened, the document is in its original condition and its personalization can be cancelled. Return shipping costs are borne by the Buyer. 3. DELIVERY BY POSTAL SERVICE (the "Optimum" and "Absolute" gift categories) • Before handover to the postal service: full refund. • After dispatch but before receipt: refund minus the actual transport costs. • After receipt: a refund is possible within 14 days under the terms of clause 2. 4. EXCEPTIONS The following are non-refundable: • Certificates with personalized text written or edited by the Buyer. • Orders paid with a promo code reducing the base price by more than 50%. • Corporate batch mailings after the first PDF has been sent to a recipient on the list. 5. HOW TO REQUEST A REFUND Send an e-mail to info@heavenhell.gifts with the subject "Refund" and include: • The order number (format ORD-2026-XXXXX). • The e-mail used to place the order. • The reason for the refund. We will review the request within 3 business days. If approved, funds are returned via the original payment method within 5 banking days.