Customer Service
Purchase conditions and payments
-Purchase process
The order process on our web platform hedenbrand.com will consist of the following steps:
When you find a product of your liking, you can add it to the shopping cart. After this moment, you can decide to continue buying other products and add them to the shopping cart or directly start the checkout process. Placing an item in the basket does not guarantee availability for purchase, this availability is not confirmed until you receive a written order and shipping confirmation (by email or otherwise).
To proceed to the checkout process proceed to “Pay”, either as a guest or through your registered account. You can also remove one or more products that you have selected from the shopping bag as part of the checkout process.
Within this you can always review your order details and personal information (including email, shipping address, billing address and payment information).
You must carefully check and confirm all the details on the order summary page before placing your order.
Next, check the box corresponding to finish and place your order. We reserve the right, in our sole discretion, to refuse, cancel and terminate orders at any time on reasonable grounds. For example, we may refuse, terminate or cancel your order if there is an ongoing dispute over payment for a previous order or if we suspect, in our sole discretion, that you have engaged in (i) fraudulent activity; or (ii) you have otherwise violated these Terms of Purchase.
Product Descriptions
We try to ensure that the information, including product descriptions, dimensions and colours, provided on the hedenbrand.com platform, by our customer service centre, in advertisements or catalogues is accurate and complete. However, we make no warranties, either express or implied, regarding the accuracy, reliability and completeness of such information.
Prices and taxes
All prices shown on the websites hedenbrand.com include sales tax (VAT), and other taxes unless otherwise stated.
The applicable currency will be updated based on the chosen browsing country and displayed in the shopping cart before placing your order. You should carefully check the prices and currency before confirming and placing your order.
We reserve the right to modify prices at any time without notice.
We take special care to integrate product prices correctly on our website. However, it is always possible that, despite our efforts, some of the product prices are incorrectly priced. If any of the products for which you place an order is incorrectly priced, we will contact you as soon as possible to inform you of this error. If we are unable to contact you using the contact details you provided during the purchase process, we will cancel the order and notify you in writing. If we accept and process your order in error when a price error occurs, we may cancel the supply of the product and refund the sums you have paid.
Payment
We accept payment methods that you will be able to clearly identify during the checkout process. Depending on the means of payment, we may need additional information, including specific forms of identification.
When placing an order on the hedenbrand.com platform, you will need to enter your payment details in the corresponding form. All payment cardholders are subject to validation and authorization verification by the card issuer. If your payment card issuer refuses to authorize us to pay, you will need to contact your card issuer directly to resolve this issue.
Other payment methods may also be subject to validation and authorization controls by payment system providers. You expressly authorize us to perform security checks, where we deem it necessary, to transmit or obtain information about you or from third parties where we deem it relevant, including, but not limited to, your payment card details, to authenticate your identity, to validate your payment card, to obtain a down payment card authorization, and to authorize individual purchase transactions.
The full amount of your purchase will usually be blocked on your payment card until your order is shipped, at which point a shipping confirmation will be sent to you and your payment card will be charged the corresponding purchase price.
Prepayment will not affect any of your legal rights under these terms of sale (including, for example, any right to a refund). If we are unable to meet our shipping and/or delivery obligations set out below, we will notify you by email and refund the prepayment to you without undue delay.
We accept bank transfers for orders at our sole discretion. We do not charge a fee for bank transfers however, some financial institutions may charge for making a bank transfer. We may recognize a bank transfer order, but the order will not be processed until the payment has been received and confirmed by us by email. If your payment by bank transfer is not credited to our bank account within seven (7) days of placing your order, your order will be cancelled.
Order confirmation
Once you have made your choice and your order has been placed through our hedebrand.com platform, you will receive an acknowledgement of receipt in writing (by email, confirming the details of your order along with an order reference number). Be sure to save this reference number for future inquiries related to your order. The order confirmation is not an acceptance of your order. To confirm the order, we will perform the usual related credit, anti-fraud, security and legality checks and, if acceptable, process your order. Upon receipt of the order confirmation, it is your responsibility to review it and confirm that it accurately reflects what you had anticipated. If you have any questions or concerns or if the order confirmation does not reflect your intentions, you should contact the customer service center immediately.
The conditions of sale will be provided to you when you receive the confirmation of your order.
Shipments
Shipping Policy and Shipping Confirmation
We only accept orders for delivery to the country or countries that are identified during the Order Process. Please note that we do not ship to certain addresses in restricted areas or PO Boxes. For more information contact the customer service center.
If you order multiple products, we will ship the order only once all products are available (there will be no partial shipments unless you are told otherwise).
After the shipment of your order, we will send you a written shipping confirmation (by email). This shipping confirmation constitutes our acceptance of your order and indicates the existence of a binding sales contract.
Delivery
We will make all reasonable efforts to ensure delivery by the carrier within the estimated delivery time from the date of our written shipping confirmation and, in any case, within five (5) days after that date, except if your purchase relates to a product or service about which we have explained to you that it will take longer to deliver, this is the case, for example, of products customized or produced according to their specifications.
When placing an order through our hedenbrand.com platform, you may be able to choose a specific delivery date through the delivery carrier. Any specific delivery date remains subject to our confirmation or confirmation from the delivery carrier (where applicable).
If the delivery of products is delayed by an event beyond our control, we will inform you as soon as possible and make all reasonable efforts to minimize the effect of the delay. If we fail to deliver within five (5) days from the date of the written shipping confirmation or any other time limit indicated by us, you may contact the customer service center to cancel the applicable order and obtain a refund of the sums you paid us in advance for any product you have not received.
In any case, your only remedy in the event that we do not deliver the order to you will be your right to cancel the corresponding order and receive a refund of the sums you paid us in advance for any product you have not received.
When calculating delivery time, allow time for credit approval, address verification, security checks, and order processing. Please note that delivery is always subject to receiving your full payment.
We will need a signature (from you or from a person at the designated delivery address), to confirm the delivery of each product, at which time the risk and responsibility for the products purchased are transferred to you. If you have specified a recipient who is not you for delivery purposes (e.g. a recipient of a gift), then you understand and agree that evidence of a signature of such recipient (or a person at the delivery address) is evidence of delivery and performance of the contract of sale by Hedēn, and responsibility is transferred to the recipient in the same way as if the product had been delivered to you. We reserve the right to deliver products only to the person who is the intended recipient of the order as indicated on the package label and to request an identification verification when we deem appropriate. Please check with our customer service center for more information.
Invoice
When placing an order for products through our hedenbrand.com platform, you will receive an invoice that will be sent to you in writing (to your email address as an attached PDF file or otherwise).
Cancellations and returns
Right of cancellation
You have the right to cancel the contract created through our written order confirmation without giving any reason, thirty (30) days from the day you acquire, or someone you designate (other than the carrier) acquires, physical possession of the products in your order. If you are a customer located in the European Union and have made a purchase through our hedenbrand.com platform, it is considered that you have a legal right to terminate the contract. To meet the revocation deadline, it is sufficient that it is revoked before the revocation period expires.
To cancel the contract and return your product(s), you can contact our customer service center and follow the instructions given to you, or you can send us in writing an unequivocal statement such as an email to Hedēn’s email address.
Return process
Products that have been purchased through the hedenbrand.com platform can only be returned to our distribution center located at the return address.
Our company will not accept products that have not been purchased through our hedenbrand.com platform.
To return a product to our distribution center, you must follow the steps mentioned below:
(i) Contact the customer service center by phone or email.
(ii) You may choose to (a) use our pick-up service and arrange a pick-up date with our logistics partner, or (b) drop off a package at any of our logistics partner’s network locations within the eligible return period. At this stage, you may be required to provide information about the product so that we can make a first assessment of the condition of this product.
(iii) The customer service center will send you a return form by email or ask you to complete the return form that was attached with the delivery of your product.
(iv) Complete the required information on the return form and sign it.
(v) You must include in the package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the warranty card and all other documents, in their original format, including the box.
(vi) Stick the return label that will have been sent to you with the package.
(vii) On the agreed date, our logistics partner will pick up the sealed delivery package, or if you opt for the delivery service at any of the locations in our logistics partner’s network, you will be given a receipt with a return tracking number that must be kept until we send you a refund confirmation of the order by email.
You must keep proof of return shipping and we do not accept any liability in the event that such proof cannot be presented. Only merchandise received by our distribution center will be eligible for a refund or exchange.
Status of returned products
We will verify that the returned product complies with the conditions of the return and exchange policy and, if so, we will proceed with the corresponding refund or exchange.
Our products must be returned in a new and unused condition, in perfect condition, with all protective materials in place and labels and adhesives attached to them (if applicable), as well as with the original Hedēn box and delivery package, including all accessories and documents. We reserve the right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way. Alternatively, you can reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, you must return them with the products.
All returns will be subject to strict quality control by us to ensure that returned products meet these requirements. If the products do not meet the quality control standards, we will refuse the return and the products will be returned to you. If the returned product complies with the quality control, we will proceed with the corresponding refund or exchange.
Failure to comply with these conditions of sale will give us the right to refuse the returned product and return it to you, at your expense.
Products you cannot return or exchange
Orders for products that have been customized in any way or that have been made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been stamped.
Refunds
You can return a product purchased through the platform hedenbrand.com to obtain a refund, provided that the return complies with the conditions of sale, in particular with (a) Right of cancellation and (b) Previous return process.
Only the buyer will be entitled to receive a refund of the purchase price. In no event shall a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a gift recipient and would like to return a product, please contact the customer service center to discuss your options.
If the return complies with the conditions of sale, we will make all commercially reasonable efforts to refund the purchase price to the buyer through the same means of payment used for the initial transaction within thirty (30) days of receiving the return of the item in our distribution center.
Changes
To make changes you can return a product purchased through the platform hedenbrand.com provided that the return complies with the conditions of sale, in particular with (a) Right of cancellation and (b) Return process above.
In any case, the sale of the returned product will be canceled and a new order of the requested product must be placed.
If a product is returned to our distribution center for exchange for a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference. If a product is returned for exchange for a more expensive product, you will have to pay the price difference.
Guarantee
Manufacturer’s warranty and your legal rights as a consumer
We are committed to each product strictly complying with our quality criteria and that it has passed all our controls, both technical and aesthetic.
The selected products are covered by the corresponding Hedēn Guarantee. If you wish to repair a product covered by the corresponding Hedēn Warranty, please call our customer service centre for more information.
As a consumer, you may have legal rights under applicable law governing the sale of consumer goods; those statutory rights are not affected by these terms of sale or the applicable Hedēn Guarantee.
Complementary services
The following complementary services will be offered, free of charge:
(a) Gift
Wrapping and Packaging All orders will be shipped with the Hedēn gift box.
(b) Personalization
This service is offered only through sales transactions completed through the customer service telephone. If you want your Hedēn product to be customized, please provide the details to the customer service center. Orders for custom Hedēn products cannot be cancelled or returned to Hedēn for exchange or refund.
(c) Gift Note
You can personalize your order by adding a personalized note that Hedēn will print on a gift card that will be included in your order package. Hedēn reserves the right to refuse gift card notes that it deems offensive or inappropriate to be sent.
Customer Service
Ask our team all your questions about your online purchase here and we will contact you as soon as possible.
You can send us an email to the address: hello@hedenbrand.com
Customer service hours are Monday to Friday from 9am to 6pm.
If you prefer you can also call us at +34 902 883 868 During opening hours from Monday to Friday from 9am to 6pm.
