Return Policy and Right of Withdrawal
Return rights and obligations for consumers
As a consumer, you have the right to cancel your order up to 14 days after receiving it without giving any reason. After cancellation, you have another 14 days to return your product.
If you wish to exercise your right of withdrawal, you must register your return through the return portal in your account. After registration, a return form is automatically generated, which must be included with the shipment. In addition, you will receive a shipping label that must be clearly attached to the packaging.
You will receive a refund of the full purchase amount excluding the original shipping costs. The costs of returning the goods are borne by the customer, unless there is a demonstrable error on the part of Hewa.
The product must, where reasonably possible, be returned in its original condition and packaging, including all supplied accessories. We will process the refund within 14 days after receipt of your return, provided that the product has already been received by us in good order and inspected.
Return rights and obligations for business customers (B2B)
Different conditions apply to business orders. The right of withdrawal does not apply to business purchases unless agreed otherwise in writing. Please also read our full return policy in the general terms and conditions.
Returns are only possible after prior approval through the return portal or after written confirmation from Hewa. Additional conditions and charges may apply to returns.
Damaged products or packaging
If a product is damaged or the packaging is damaged beyond what is necessary to assess the product, we may charge this depreciation to you.
If damage occurs as a result of insufficient packaging, the return shipment may be refused. The responsibility for proper packaging lies entirely with the sender.
Special order and custom-made products
Products that have been specially ordered for you, custom-made, or supplied outside the standard range cannot in principle be returned. In some cases, a deduction may be applied.
If there is a defect or an incorrect delivery, we will of course provide an appropriate solution.
Return costs and transport
The cost of returning goods depends on the type of shipment.
- Parcel shipment: approximately €9.95 per parcel
- Pallet shipment: approximately €99.95 incl. VAT per pallet
For pallet shipments, transport is arranged via Hewa. The cost for this is approximately €99.95 incl. VAT per pallet. A surcharge may apply for international shipments.
Warranty
For information about warranty and warranty conditions, please refer to our general terms and conditions.
Return address
Hewa
Attn. Returns
Handelsweg 18
7461 JK, Rijssen
The Netherlands
For questions about returns:
info@hewainternational.com
085 - 060 88 76
Return process
Returns are processed via the returns portal in your account. Once registered, you will automatically receive the necessary documents and instructions.
The overview below provides a visual representation of the entire return process.
1
Register return
Register your return via the return portal in your account.
2
Receive documents
You will automatically receive a return form and shipping label.
3
Register pallet shipment (if applicable)
For pallet shipments, a pickup must be scheduled via Hewa with Van Reenen Transport or DHL. The cost is €99.95 including VAT per pallet.
4
Prepare shipment
Add the return form and attach the shipping label clearly to the package.
5
Pack securely
Ensure proper packaging to prevent transport damage. If the packaging is insufficient, a reduction in value may be applied.
6
Ship parcel
Drop off your shipment at a DHL or PostNL service point. We always recommend using a shipment with track & trace.
7
Ship pallet
After the pickup appointment has been scheduled, the pallet will be collected by Van Reenen Transport or DHL at the agreed time.
8
Inspection and refund
After receipt and inspection, your return will be processed and refunded if applicable. The refund usually takes 14 days.