Return policy

Van Hage is dedicated to your total shopping satisfaction. For any enquiries about an order, a delivery, or comments about our website service please email us at van.hage@vanhage.co.uk between 8:30am and 4:30pm Monday to Friday, quoting your order number (if applicable) at every enquiry. We will aim to respond to all email communication within 2 working days


Click & Collect 

Please contact your chosen collection store for all return/refund information and any product enquires.
All returns require proof of purchase, please return with a copy of your click and collect order confirmation. To obtain a full refund the product must be returned in its original condition, in its original packaging with 28 days of purchase. N.B:  Click & collect refunds can only be processed via our web team.

Online orders (home delivery only)

All returns, exchanges, damages, missing items must be notified to Van Hage by completing our online form prior to collection, delivery or refund here:- 

Returns Form

Returns, refunds or exchanges cannot be processed without this.  On completion an automated instruction is sent to our warehouse team to request another item or to expect your return.

Returns & Refunds -  (home delivery/supplier direct)

The regulations for distance selling apply as set out below;
If you change your mind you have a total of 28 days to return the product. This allows 14 calendar days from the day after you receive the product to notify us that you wish to return the goods. Once you've cancelled an order you then have a further 14 days to send the goods back. To obtain a refund the product must be returned in its original condition, in its original packaging. Please note we will not pay the cost of returning the item to us, nor will the original delivery charge be refunded (if applicable). For your protection and peace of mind, we recommend you use a recorded delivery service to return product(s) and ensure that the compensation value covers the value of the item. Items should be returned to: Website Dept, Van Hage, Pepper Hill, Great Amwell, Herts, SG12 9RP with your Returns form enclosed.  If you discover the goods are faulty, you must notify us of the defect as soon as possible or within 5 days of the date of the delivery with supporting evidence (i.e photos). If the product is to be exchanged, the correct product will be dispatched upon receipt of the received item.  Refunds are issued once the goods are received at our warehouse/store. Refunds for products dispatched by our supplier will only be refunded once the supplier confirms the item has  been collected.  It may be possible to arrange for a product to be returned to your nearest store; however, refunds can only be processed via our web team with a completed returns form.  It is the customers responsibility to ensure goods are returned in the original packaging and are ready for collection.  Large items should be returned on the pallet which they arrived.


Supplier Direct Delivery Products

In order to offer you an extended range, including specialist and bespoke items, we arrange for certain products to be delivered by our approved suppliers. This will be indicated on the item page as 'Supplier Direct'. Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns. Estimated lead times will be displayed on the item page and on your order confirmation, any information on unexpected delays from our supplier will be passed on accordingly. If we are unable to supply you with a Product (for example because that Product is not in stock, or no longer available, we will inform you of this by e-mail. We may offer an alternative if one is available however if this is not possible we will process a refund of the full amount to your payment method as soon as practicably possible. Any items delivered to you by our suppliers which you wish to return, must be arranged via our online return form. You have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession. The Products will be your responsibility from the completion of delivery.


All deliveries will require a signature

In the event that goods are requested to be left without a signature, you agree to accept total responsibility for loss, damage or shortage of any goods from the time delivery takes place at the order address.  Any request to leave goods must be made in writing at the time of order.  Small orders will arrive by Royal Mail – signed for, medium sized orders under 25kg will arrive via Parcelforce and larger items will arrive by pallet courier, it is the customers responsibility to dispose of all packaging and pallets, our courier cannot remove rubbish.  The pallet service is kerbside only, once unloaded from the vehicle, it is the customers responsibility to move to the desired location.


Damaged in Transit

Please check your order upon delivery before signing for it. If it arrives in an unsuitable condition with obvious damaged, refuse the delivery and sign the driver's delivery form "damaged in transit". Contact us immediately at van.hage@vanhage.co.uk so that we can arrange for a replacement item to be sent or for your payment to be refunded. Once the order has been accepted by you any damage could be deemed to have occurred after delivery.

Incorrect Product

If you were sent something which wasn't ordered and is not a substitute item please contact us immediately at van.hage@vanhage.co.uk, and complete our online form. Do not use it and keep it in its original packing and you will not be charged. If the product is to be exchanged, the correct product will be dispatched upon receipt by Van Hage of the incorrect item.

Cancellation

All cancellations must be made in writing to van.hage.co.uk.  Large items which require a pallet service must be cancelled in writing to van.hage.co.uk with a minimum notice of 48hrs prior to scheduled delivery date, failure to cancel transport may incur costs up to the value of £100.
You can return any ordered items within 14 days of the delivery date by notifying us via our online form, quoting the related order number. We will not accept bespoke and perishable products. We will not be responsible for the costs involved in returning products within this 14-day period unless the reason for the return is a manufacturer or quality fault. All products remain your responsibility and should remain free from damaged until we receive them back. To qualify for a full refund products must be returned in their unused, original condition and packaging, and received by us within 30 days from your cancellation notification. Supplier direct orders may require additional time to cancel orders.

Changes to our Website

We may update our website from time to time, and may change the content at any time. However, please note that any of the content on our website may be out of date at any given time, and we are under no obligation to update it. We do not guarantee that our website, or any content on it, will be free from errors or omissions.


Products

The images of the Products on the Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.  Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on the Site have a 5% disparity.
The packaging of the Products may vary from that shown on images on the Site.
All Products shown on the Site are subject to availability. We will inform you by e-mail as soon as possible if the Product you have ordered is not available and we will process a refund of the full amount to your initial payment method as soon as practicably possible. If you are unsure of any inclusions of the item by the product description, do not assume the items in the image are included, please contact us to confirm prior to placing your order to avoid unnecessary return costs.

Offers

From time to time we may have items/offers available exclusively to our Online Store only. Pricing on our website may differ to in-store prices due to the delivery area covered by our online service. Please check prices with your local store to avoid disappointment.


Loading
Loading