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Returns and Refunds FAQ
Can I cancel my order?
You have the legal right to cancel your order within 14 calendar days of receiving your goods, except for made‑to‑order items, which cannot be cancelled.
To cancel an order, please email us to confirm your request. We will then provide you with the relevant terms and conditions relating to the items ordered.
If your order has already been processed for delivery, the goods must not be unpacked and must be returned to us at your own cost and risk, to the contact address provided, as soon as possible.
How can I return my goods?
If you’ve already received your items and wish to return them, please email us explaining the reason for the return. We will provide return instructions and the appropriate contact address.
Returned goods must be sent back to us at your own cost and risk, unless the return is due to damage during delivery or missing parts.
Is there a cost to returning goods?
Yes, the cost of returning goods is the customer’s responsibility. In some cases, a restocking fee may apply, depending on the item purchased.
Please note: Made‑to‑order items cannot be returned.
Any applicable fees will be clearly outlined in our email communication with you
When will I receive my refund?
Refunds are processed once the returned goods have been received and inspected by a member of our team to ensure they are in satisfactory condition.
Refunds will be issued to the same payment method used at checkout (credit/debit card or PayPal) and processed as quickly as possible.
If goods are not returned, or return delivery costs are not covered, we reserve the right to deduct any direct recovery costs from the refund amount.
My goods arrived damaged. What can I do?
If your goods arrive damaged or with missing parts, you have the right to refuse delivery and contact us immediately.
We strongly recommend:
- Taking photographic evidence of the delivery and any visible damage
- Not unpacking or installing the item
You will be offered either a replacement item or a full refund for faulty goods.
Please note: We cannot accept responsibility for damage that occurs after unpacking, including damage caused during installation or handling by anyone other than our courier or staff.
Cancellation by Heyn
We reserve the right to cancel an order if:
- We do not have sufficient stock to fulfill your order
- We do not deliver to your location
- An item was listed at an incorrect price due to a typographical or supplier pricing error
If your order is cancelled, we will notify you by email and issue a full refund for any amount charged as soon as possible.
Still have questions?
Can’t find the answer you’re looking for? Please chat to our friendly team.
Conditions of Sale
Our Conditions of Sale set out the contractual terms that apply when purchasing products or services from Heyn Ltd. These documents outline important information, including pricing, payment terms, delivery, risk, warranties, liability, and cancellation rights.
The Conditions of Sale apply to the following Heyn divisions:
- Heyn Engineering
- Heyn Forktrucks
- Heyn Environmental
Please ensure you review the relevant Conditions of Sale before placing an order or engaging our services.
E-Commerce T&Cs
Our E-commerce Terms & Conditions outline the terms that apply when purchasing products online from Heyn Ltd across the following divisions:
- Heyn Engineering
- Heyn Forktrucks
- Heyn Environmental
These terms cover important information, including ordering, pricing, payment, delivery, cancellations, returns, and customer rights. Please read them carefully before placing an order through our website.
Get in touch with our friendly team today
