Frequently asked questions about ordering, delivery and service

Both business and private customers can place orders with Hewa. We supply heating and plumbing contractors, technical firms, DIY enthusiasts and private individuals who require products for heating and plumbing installations.

Yes, private customers can also place orders with Hewa. Please note, however, that some technical products must be installed by a qualified or certified installer.

Hewa offers a range of payment methods. The payment methods available may vary depending on the customer type or order and can be viewed on the payment methods page.

Yes, you can collect your order from our pickup point in Rijssen. Please check in advance whether the product is in stock, or ask us to have your order ready for a quicker collection.

Please check your delivery as soon as you receive it. If there is any visible damage, please note this on the consignment note or delivery note as soon as possible and send photos, videos and a clear description to Hewa as soon as possible. You can do this via our ticket system.

Hewa adheres to the manufacturer’s warranty as provided by the manufacturer. The warranty period and terms may vary depending on the product group, brand and model. Consumers’ statutory rights regarding conformity remain applicable. For further information, please refer to the Terms and Conditions and Warranty Terms pages.

We always recommend doing this. You can create an account with Hewa to manage your orders, invoices, returns, support tickets and enquiries in one place. Business customers may need an approved business account to access certain business features.

You can create a business account via the account page on our website. Once you have registered, we will review your application. Upon approval, you will be able to make use of the business features available for your account.

A private account is intended for consumers and DIY users. A business account is intended for installation companies, technical companies, buyers and other business customers. Additional options may be available for business accounts.

A business account is verified to assess whether the application is suitable for a business customer. This may involve checking company details, Chamber of Commerce details, VAT details and the type of organisation. In some cases, this process is automated.

We aim to review business account applications as quickly as possible. The processing time depends on the completeness of your details and any additional checks that may be required. In some cases, this is done automatically.

This may be possible for regular customers. For certain business features, such as payment by invoice, digital integrations, specific account functions or custom pricing, an approved business account may be required.

Depending on the account options available, it may be possible to link multiple users or contacts to a single business account and/or company identity. You can easily do this in your customer portal under ‘My details’ and ‘Company details’. For more information, please contact us.

Yes, where available, you can find invoices and order information in your customer account. This helps you keep track of previous orders and administrative details.

Yes, in your account you can view previous orders and ongoing requests. This helps when reordering products or finding order information.

Yes, return requests can be submitted through the return portal or customer portal. After registration, you will receive further instructions about the return process.

Yes, you can report a fault or possible warranty request through the customer portal by creating a ticket. Add as much information as possible, such as order number, photos, error codes and installation photos. You can also view a range of faults, causes and solutions in the self-service centre.

Yes, you can update your account details yourself wherever possible. This includes contact details, delivery addresses and billing information. Some business details may require verification by Hewa. You also have access to an address book where you can easily enter all your delivery addresses.

Use the ‘forgot password’ function on the login page. You will then receive instructions to create a new password.

Yes, Hewa may reject a business account application if details are incomplete, cannot be verified or if the application does not match the business conditions.

You can contact Hewa to request account deletion. We will review the request and take into account statutory retention periods, for example for invoices and administration.

You can place an order through our webshop. Select the product you need, add it to your cart and complete the order with your details and payment method.

In many cases, you can also contact us by phone or email to place an order or make an enquiry. To ensure your order is processed quickly and accurately, we recommend ordering via the online shop wherever possible. We can also make quotations available in your portal.

Yes, you can have an order prepared for collection from our collection counter in Rijssen. Please select this option when completing your order. Please also check in advance whether the product is in stock, or contact us.

Please contact us as soon as possible if you want to change your order. Whether a change is still possible depends on the order status, product availability and any shipping or processing steps.

Please contact us as soon as possible if you want to cancel an order. Cancellation may still be possible for standard products. For business orders, specially ordered products or custom-made products, cancellation costs may apply.

Current stock is shown on the product page where available. If you are unsure about availability or need the product quickly, please contact us.

Contact Hewa for advice. We can help you with product selection, application and technical specifications. For complex installations, we always recommend involving an authorized installer as well.

EasyOrder is a feature within your business account that allows you to upload your own purchase order. The system automatically transfers the details one-to-one into your customer portal. You only need to check and confirm the order. After confirmation, it is immediately converted into an order within your account.

Your invoice will be sent to you by email. Where available, you can also find your invoices in your customer account.

Always check your invoice details carefully before completing your order. If something is incorrect, please contact us as soon as possible. Whether a change is possible depends on the status of the order and invoice.

First, check your spam or junk email folder. If you can’t find the invoice, you can also easily view your invoices in your customer portal.

Contact us as soon as possible if there is an error on your invoice. We will review whether a correction is possible and what information is needed.

This depends on the customer type and how prices are displayed in the webshop. For consumers, prices are shown including VAT. For business customers, prices may be shown excluding VAT unless stated otherwise.

Yes, prices are subject to change due to market conditions, supplier prices, transport costs, raw material prices or other external factors. The price confirmed when the order is finalised is the price that applies to that order. We will endeavour to notify you in good time by email of any upcoming price changes.

Yes, offers and quotations are valid for a limited time. Unless stated otherwise, they are valid for 30 days. After this period, prices, availability and conditions may change.

Where available, you can view your financial details through your customer account. This may include invoices, outstanding amounts, payment statuses and previous orders. If certain details are not visible or if you have questions about your administration, please contact Hewa.

You can find all information regarding shipping, processing, delivery times, delivery charges, transport partners, collection, backorders and deliveries on request on our shipping policy page. In your customer portal you can also view the status of current orders and the relevant tracking information, where available.

Delivery time depends on stock status, product type, selected shipping method and transport partner. Indicative delivery times per shipping method can be found on our shipping policy page. Delivery times are always indicative and may vary due to workload, transport planning, backorders or deliveries on request.

Hewa works with various transport partners, depending on the type of shipment. For parcels and pallet shipments, we may use DHL, PostNL and van Reenen Transport, amongst others. On our shipping policy page, you will also find links to the track & trace pages of these transport partners.

All information about returns, the right of withdrawal, return costs, return conditions, damaged packaging, business returns and exceptions can be found on our returns policy and right of withdrawal page. This page also explains how to register a return correctly.

A return must be registered through the returns portal in your account. After registration, you will receive the required return documents, such as a return form and, if applicable, a shipping label. Add the return form to the shipment and attach the shipping label clearly to the packaging.

Return costs are generally paid by the customer, unless there is a demonstrable error by Hewa. The costs depend on the type of shipment. Different rates may apply for parcel shipments and pallet shipments. For pallet shipments, transport is usually arranged through Hewa.

Yes, a return can be refused if the product is damaged, used, incomplete, insufficiently packaged or cannot be resold. Specially ordered products, custom-made products or products outside the standard range generally cannot be returned.

If the product or packaging is damaged more than necessary to assess the product, Hewa may apply depreciation. If damage occurs due to insufficient packaging, the return may be refused or costs may be charged.

After receiving and inspecting your return, Hewa will process the refund as soon as possible. For consumers, refunds are made within the statutory period, provided the product has been received and checked in good order. Any depreciation or return costs may be deducted.

ISDE stands for ‘Investment Subsidy for Sustainable Energy and Energy Saving’. It is a subsidy provided by the Dutch government designed to encourage the purchase of sustainable energy products such as heat pumps, solar water heaters and biomass boilers. This subsidy is available to both private individuals and businesses.

Installation must be carried out by a registered building or installation company. Please contact us for a no-obligation quote or advice. We work with several affiliated installation companies, which means we offer nationwide coverage.

Applications for the ISDE grant are processed by the Netherlands Enterprise Agency (RVO). Applicants must meet certain criteria, and the application must be submitted within a specific timeframe following the purchase and installation of the product. Detailed instructions and the application procedure are available on the RVO website.

Visit the website

Key conditions for obtaining an ISDE grant include, amongst other things, that the appliance must be new, it must be installed by a certified installer, and it must meet specific technical requirements. In addition, the application must be submitted within a certain period following installation.

We would be happy to discuss the options with you.

Please contact our customer service team for advice, with no obligation.

In some cases, the ISDE grant can be combined with local or regional grants. It is important to assess each case individually and check that there is no unauthorised ‘stacking’ of grants. Local energy advisers or the RVO can provide further information on this.