Please submit a return request before returning an order.
The confirmation email of your order contains a link with which you can immediately submit a return request. Another option is to log in with your order ID and order number via: http://retouren.heuts.nl. The order details can be found on the packing slip with your order. If you no longer have the order details or if you have a question, please feel free to contact us via email@example.com. We will assess your application as soon as possible. Once the application has been approved, you will receive a message and return instructions by email.
How you return the package depends on your preference: in a store or by carrier. If you choose a carrier, the weight of the package determines which carrier this is through. Your return must at all times comply with the return conditions.
Returns in store
You can return the products ordered via the internet in our stores without any problems. Take the item and the invoice or confirmation email of your order with you to the store. Our sales staff will then receive the item and process the return. Requesting a return online is not necessary when returning in a store. You will always receive your purchase amount credited back to the account. You will not receive this back at a store in cash.
Return via Post NL or Bpost (packages up to 31.5 kg)
You can choose to drop off your order at one of PostNL's service points. Check the PostNL website for the exact locations. Do you live in Belgium? Then drop off your package at a Bpost location. Note: If you want to return a package via PostNL or Bpost, it must meet the conditions below.
- Maximum 31.5 kg
- Packaged no larger than 175 x 78 x 58 cm.
- It must be a postal package. You can recognize these by the shipping costs of €5.95 that are listed with the product information on the website.
Returns with Transmission via Lemmens Transport or Thijs Logistiek (parcels over 31.5 kg)
If your order has been delivered by Thijs Logistiek or Lemmens Transport, you cannot return the order via PostNL. In that case, Thijs or Lemmens will also collect the item from you. This applies to all items larger than 175 x 78 x 58 cm or heavier than 31.5 kg.
If your return request has been approved, Lemmens Transport or Thijs Logistiek will make an appointment with you about when they will collect your order. In addition, you will receive a return form by email, with which we can process the return faster. We request that you enclose this form with the return shipment.
Refund of your order
If you revoke the agreement, you will receive all payments you have made up to that point from us as soon as possible. When exactly depends on how busy it is, but it will in any case be no later than 14 days after the withdrawal. We will refund the amount using the same payment method with which you made the original transaction. We may withhold the refund until we have received the return shipment or until you have demonstrated that you have returned the goods, whichever comes first.
Have you ordered multiple items and do you want to return part of the order? Then you will get the purchase amount back excluding delivery costs.
From October 1, 2020, you will be charged for the return:
- if you have paid shipping costs in advance, you will not receive them back, provided the return is due to an error on our part. For example, damage or wrong product sent.
- if you have not paid shipping costs, but want to return. In that case, shipping costs will be charged for the return at that time.
- this applies to both packages and pallets.
If you can't figure it out, you can always contact us via the service form.