7. Claims procedure
Remember to always notify Hissmekano of the return needs in advance!
If a product purchased by a business customer proves to be defective, the customer may submit a claim regarding the product. Claims must always be notified in advance and approved in writing by Hissmekano.
A claim must state the customer's
Contact details
Order or invoice number
And the reason for the claim.
Notice of the defect must be given within 5 working days of receipt of the goods or discovery of the defect.
Claims are accepted only for products for which Hissmekano is responsible for the defect, such as an incorrect delivery or a manufacturing defect. Hissmekano provides no warranty beyond the manufacturer's applicable warranty or the warranty stated in the product description. Liability for defects applies for a maximum of 12 months from the delivery date.
In the event of a claim, the product must be returned to Hissmekano unless otherwise agreed. The customer is responsible for ensuring that the product is properly packaged and for the transport until the goods have been received and inspected by Hissmekano. Returns must always be sent directly to the specified warehouse address – deliveries to collection points are not accepted.
The product must be in the same condition as when delivered. All returned products are inspected and will not be accepted if they have been used, are incomplete or have been handled negligently. Hissmekano does not compensate for indirect or consequential loss, such as loss of profit or business opportunities, resulting from a defective or delayed product.
8. Returns and exchanges
As a general rule, Hissmekano only accepts returns of products that are defective or have been delivered incorrectly. See section 7, Claims procedure.
Returns due to an incorrect order or mistaken purchase are accepted only in exceptional cases and subject to Hissmekano's written approval. For such a return to be approved, the product must be a standard item stocked by Hissmekano, must be unused and must be returned in its unopened and undamaged original packaging.
All returns and exchanges must be notified in advance and approved in writing by Hissmekano before the goods are sent back. Unauthorised returns will not be accepted.
For an approved return or exchange due to an incorrect order, mistaken purchase or any other circumstance for which Hissmekano is not responsible, a deduction of at least 35 % of the invoiced value of the goods will be made. Hissmekano reserves the right to apply a higher deduction if the condition of the product, its packaging or other circumstances result in additional costs or a reduction in value.
Specially ordered, customised, made-to-measure or non-stock products cannot be returned or exchanged.