Shipping and returns

Below you can read how we ship, what to do if something is wrong with your order, and how returns and warranty work. This policy applies to all orders placed via the webshop or by quotation, for businesses and consumers. Rentals are governed by the rental agreement.

Shipping costs and lead time

Shipping costs depend on the weight of your order and the delivery address. You see them at checkout before you pay. All rates per country and a calculator can be found on the Shipping costs page.

• Within the Netherlands we ship free of charge from € 250 excl. VAT, pallets included. Express shipping is excluded.
• If an item is in stock and you order on a working day before 14:00 (CET), we ship the same day.
• If an item is not in stock, the expected lead time is shown with the item and in your order confirmation.
• We ship to 32 countries with UPS and DHL. The transit time per service is shown on the Shipping costs page.
• Collection in Oosterhout (the Netherlands) is also possible, free of charge, on working days from 08:30 to 17:00.

As soon as your order is on its way, you receive a track-and-trace link by e-mail.

Pallet shipments

Shipments above 30 kg go on a pallet. Within the EU (outside the Netherlands), an item up to 70 kg can also be sent with DHL Express or DHL Economy Select on a small pallet. A pallet is delivered to the kerb or loading door, not inside. Make sure someone is present to receive and check the shipment.

Check your shipment on delivery

• Check the packaging for damage before accepting the shipment. If you see damage, report it to the driver immediately and have it noted on the delivery note. Damage that was not reported on delivery can usually not be recovered from the carrier.
• Is something damaged, wrongly delivered or missing? Report it within 5 days of receipt, with photos of the item and of the packaging.
• You can report it via My account with the order (button "Something wrong with this order?"), via Track order if you ordered without an account, or by e-mail to sales@hexchange.eu.
• We contact you and solve it: we deliver the missing part, replace or credit. Those costs are ours.

Cancelling an order

As long as your order has not been shipped, we try to stop it for you. Let us know as soon as possible via My account or by e-mail. If the parcel has already been shipped, it becomes a return under the rules below.

Returns within 90 days

Does an item not fit after all, or do you no longer need it? You can return it within 90 days of receipt. This applies to businesses and consumers.

• The item is unused, has not been connected, and is in its original condition and packaging.
• Register the return in advance via My account or by e-mail. You receive a confirmation from us before you ship.
• The costs and risk of the return shipment are yours. Pack the item well; damage caused by insufficient packaging is deducted.
• Not returnable: items with a lead time of more than 2 weeks. These are made or ordered specifically for you. The lead time is shown with the item, so you know this in advance.
• After receipt and inspection we refund the purchase price of the item by the same payment method you used, within 14 days at the latest. The original shipping costs are refunded if you return the entire order.

If you are a consumer, you additionally always have the statutory withdrawal period of 14 days after receipt. Those statutory rights remain fully in force; our 90 days come on top.

Warranty

All heat exchangers from UNEX and from our own TS series carry a 1-year warranty from the delivery date on material and manufacturing defects.

Not covered by the warranty are damage and failures caused by: - a medium other than the one the heat exchanger is suitable for (for example aggressive or unsuitable liquids); - freezing; - an assembly or installation error; - applications with steam.

Do you suspect a warranty case? Report it via My account or by e-mail with a description of the failure, the application (media, temperatures, pressure) and photos. We assess the report, ask for the item to be returned for examination if necessary, and replace or credit if the warranty claim is justified. If you are a consumer, your statutory rights regarding a defective product remain in force as well.

Return address

Only send something back after you have received a confirmation from us. State your order number on or in the packaging.

HEXCHANGE B.V. De Wetering 24 4906 CT Oosterhout The Netherlands

Questions

Feel free to contact us: sales@hexchange.eu or +31 (0)162 429 068, on working days from 08:30 to 17:00 (CET).