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For buyers · Claims and refunds

How we handle a claim and what you get

We 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.

Once a claim is accepted

  • the parts are remade: the default, with priority in production, within no more than half the standard lead time,
  • missing pieces are sent,
  • all or part of the price is refunded,
  • the price is reduced if you keep the parts.

If a remake is impossible or runs late beyond the agreed date, you can demand a refund of the price. We send refunds within 5 business days of the decision. After a full refund you do not use the defective parts.

Private persons

You can demand repair or a remake and, if this is impossible or the non-conformity is significant, a price reduction or withdrawal from the contract. We reply within 14 days.

Related articles

Refunds: when and howWe refund by the same payment method, with a credit note. Here are all situations that entitle you to a refund, with deadlines.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