Returns and Refunds

 

At Heyn Handling Solutions you can be assured that we strive to supply you with the highest quality Goods at the best value for money. However, we understand that from time to time you may have a need to return or exchange the Goods you have purchased. We recommend that you keep all confirmation emails received from us and a copy of the invoice as proof of purchase.

For the avoidance of doubt, any defined terms used in the Returns & Refunds policy have the meaning set out in the Terms and Conditions. 

Unwanted goods

In the unlikely event that Goods are not suitable, we request that you contact us prior to returning any Goods. An email should be sent to info@heyn.co.uk, explaining why the goods are being returned. The items should be packaged accordingly to avoid damage and within 14 calendar days of the date of the delivery of the Goods. A copy of the returns email should be attached to the items.

It is the responsibility of the customer to arrange the return shipping of the Goods at their own cost. 

We ask that Goods are returned to us in the same condition as they were received by you and as far as possible in the original packaging. Goods must be returned in secure and suitable packaging in order to avoid damage in transit. We must receive the Goods undamaged and in a perfect condition for re-sale before a refund is made.  

Once the item has been received, an alternative product, replacement product or a refund will be issued to you within 14 days of the date of receipt of Goods.  

Any free items or gifts included in the purchase must be returned with the Goods in order to receive a full refund. 

Should there be any damage to the item caused by you or due to unsatisfactory packaging used by you, we reserve the right to charge for any replacement parts necessary to ensure Goods are returned to as new condition. The cost of returning any unwanted but otherwise satisfactory items is at your own expense. Your statutory rights are not affected. 

 

Damaged Goods

We recommend that you inspect all Goods on receipt and (if possible) refuse delivery if there is any noticeable damage. 

We require written confirmation of damaged, lost or missing Goods (this can be an email) as soon as possible but no longer than 7 calendar days from the date of delivery of the Goods. If the facility is available to you we recommend you send us a picture of the damage. 

Due to the nature of some products they may arrive with scuffs and scratches from their manufacturer. If these superficial marks do not affect the functionality of the product we will be unable to accept them as damaged Goods, however, the Goods may be returned at the customers own cost under the Consumer Protection (Distance Selling) Regulations 2000 (the Distance Selling Regulations) and our Terms and Conditions.

 

Wrong items received

In the unlikely event that you have received a different item from the one that you have ordered we require that you contact us straight away in order for us to resolve the issue. The correct item will be sent and the incorrect one uplifted with no additional charge to the customer. 

 

Cancellation

You have the right to cancel a contract within 14 calendar days of the date of delivery of the Goods, following which you shall have the right to obtain a full refund. This right to cancellation and refund does not apply to Goods that have been made to your specification. 

To cancel, you must email or write to us within 14 calendar days from of the date of delivery of the Goods confirming your intention to cancel the Contract. You must take reasonable care of the item ensuring that they are returned in the original packaging and in a resalable condition.

If you have any confusion or queries on this matter, please contact us for further details.

Prices shown on our website are inclusive of VAT unless otherwise stated.

All orders placed on www.heyn.co.uk are subject to our Terms and Conditions. Please make sure you have read and understand them before placing an order with us. Click here to view these in full. 

 

Explanation of the terms used

Working days - all days other than Saturdays, Sundays and public holidays.

Written confirmation - an email or letter explaining you want to return the items you received, with the reason and all your contact details.

Goods - any products received by the consumer from Heyn Handling Solutions and relevant divisions.