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For partners · Claims, rating and rules

Buyer claims: what you need to do

HexoParts handles the claim. You present your position with your own measurement within 1 business day.

  1. 1You receive a claim notification with the buyer's photos and description.
  2. 2Within 1 business day, present your position with your own measurement.
  3. 3HexoParts decides towards the buyer within 2 business days.
  4. 4If the non-conformity results from your work, you remake the parts at your own cost or reimburse HexoParts for the costs incurred towards the buyer (remake, refund, discount, transport).
  • You are liable for visible defects reported within 7 business days of delivery and for hidden defects for 13 months.
  • A measurement dispute is settled by an independent measurement, paid for by the party that was wrong.
  • An open claim holds the payout for the item concerned.

Related articles

Partner rating and its effectsThe rating is punctuality (40%), upheld claims (40%) and response time and communication (20%). It affects tender selection and job allocation.When you get paid and how to invoiceWe pay 7 days after the buyer accepts the parts, regardless of when the buyer paid. Transfers go out on Tuesdays and Fridays.

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

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