Order

For buyers · Claims and refunds

How to file a claim

File the claim in the portal on the order page, with photos and measurement results. We decide within 2 business days.

  1. 1Open the order in the portal and click Report a problem (for hidden defects: Report a hidden defect).
  2. 2Select the item and the number of defective pieces.
  3. 3Describe the non-conformity and add photos. For dimensions, give the measurement results and the gauge used.
  4. 4Send the claim. You get a decision within 2 business days of a complete claim.

What you can claim

  • a dimension out of the drawing tolerance or ISO 2768-m,
  • a material or finish different from the order or defective,
  • missing pieces and transport damage.

We may ask you to return the parts at our cost, with our label, or decide that they can be disposed of.

Related articles

Claim deadlinesReport visible defects within 5 business days of delivery and hidden defects promptly after discovery (up to 12 months). Private persons have 2 years.How we handle a claim and what you getWe decide within 2 business days of a complete claim, regardless of our settlement with the partner. No answer within that time means the claim is accepted.What is not a defectDeviations within tolerance, typical machining marks and features resulting from your documentation are not defects. See the full list.

Did not find the answer?

Use the form or email us. We reply on business days, usually the same day.

Write to us info@hexoparts.comMon-Fri 8:00-17:00 CET