DELIVERY AND RETURNS

Heca Sp. z o.o. maintains full ownership of the products until full payment has been obtained

If your order hasn’t been send, it is possible to cancel it. Contact us and we will help you. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method

Packages are sent with UPS, DPD or FedEx. Your order will be sent within 14-28 working days after your payment arrives on to our account. In case of board related orders, the lead time varies depending on the order volume. Bigger orders require individual lead time assessment.

The buyer is obliged to check the status of the shipment and its contents in the presence of the shipper. In case of transport damage he is obliged to carry acts of diligence. This is the basis for recognition of complaint. Acceptance of consignment from the courier company must be confirmed by a written receipt. Upon receipt, the property right to the goods and all the risks associated with the possession and use, in particular the risk of loss or damage pass on the Purchaser.

If after receipt of the goods the buyer can find technical defects or damage during delivery, in the courier’s presence he should write damage protocol, in which there will be included the date, time and description of service failures or deficiencies noted. Exchange for a new product is only possible on the basis of whether written protocol.

Delivery prices and time

The freight charge depends on your delivery address.

We ship all over the world, and the freight charge depends on your delivery address.

European Countries – Member of EU::

Freight Charges UPS: 17 EUR

Other European countries – Non member of EU:

Freight Charges: 17 EUR

North America:

Freight Charges: 92 EUR

South America

Freight Charges: 110 EUR

Africa

Freight Charges: 145 EUR

Asia

Freight Charges: 107 EUR

Australia

Freight Charges: 107 EUR

For other countries – please contact us, we will check rates and delivery time.

If your delivery country charges customs or import duties – these will be charged once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.

Special rates may apply for islands or special territories.

Following locations which are not part of the EU. Customs will apply:

Büsingen 78263 – 78266, Germany

Livigno 23030, Italy

Campione d’Italia 22060, Italy or  6911 on Swiss side

We’re not responsible for delivery times due to UPS or FedEx.

Warranty and Return policy

We want all our customers to receive high quality products. If a product is found defective by Heca Sp. z o.o. in its sole discretion, Heca Sp. z o.o.’s responsibility shall be limited to repair or replacement of the defective product. Heca Sp. z o.o. will not be responsible for any costs, losses or damages incurred as a result of loss or use of product. Damage caused by anything other than defects in material or workmanship (for instance damage resulting from misuse or improper storage or handling, cosmetic issues including discolored graphics, damage due to the product modifications or normal wear and tear) shall not be covered by this warranty. Any claims related to manufacturer’s defects shall be determined on individual basis by Heca Sp. z o.o..

You always have 1 month warranty period if something is wrong with the product. Your claim should be send to us as soon as possible. If your claim is justified we will repair or replace the defective product.

How to return a product

All warranty claims must be accompanied by the original purchase receipt and photos of the defect. The packaging of the returned goods cannot be broken or in any other way damaged – neither can the product. You must pay for the freight to return the goods and this must also be arranged by yourself. If the product needs to be returned to Heca Sp. z o.o., the customer is responsible for the cost of shipping the products (freight prepaid and insured). Heca Sp. z o.o. assumes no responsibility for products during shipment from the customer to our company. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes. Shipping charges are not refundable.

Please note that when you return a product it is very important to state the order number as well as your name and address.

Furthermore, a detailed description of the problem is necessary – if you have a claim. If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

Our return address is:

Heca Sp. z o.o. Żelazowa Wola 11, 96-500 Sochaczew, Poland

Custom or import duties

If your delivery country charges customs or import duties – these will be charges once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.

For orders delivered to a country outside of the EU, it is possible to reclaim the Polish VAT which has been charged on the order. Just contact our customer service and they will help you.

Custom duties are non refundable in case of returns which relate to unjustified claims.

Would you have any question about warranty policy, please contact us via email: info@hecaws.com.