As part of our ongoing commitment to outstanding customer services it is necessary for Hansgrohe to have a clear Goods Return Policy.
If you wish to return goods, we will process your request subject to the following conditions:
• Please inform our Customer Services Department in writing of the items you wish to return. We need the original Hansgrohe invoice-, delivery note-, or order confirmation number on which the goods were supplied in order to process the return. Please also provide the reason for return. We will be unable to process requests without this information.
• Once the request has been processed we will send you a Goods Return Note, which includes instructions for organising the physical collection of the goods through our appointed courier. Please enclose a copy of the Goods Returns Note. If this is not included the process will be delayed and the goods might be returned back to you without credit.
• Please ensure that goods are returned to Hansgrohe within 14 days of receipt of the Goods Return Note.
• If the goods are not ready for collection upon arrival of our courier the costs incurred will be charged to yourselves.
• All return requests must be made in writing within 3 months of receipt the goods. Return requests outside this period will be refused. Items returned will incur an automatic 20% re-stocking charge, unless the reason for return was caused by Hansgrohe.
• Items fitted and/or damaged by the customer cannot be returned. Defective products are covered by our Warranty Policy.
• Non-stock items as well as special order items from our factories (special finishes, baths, shower panels etc.), cannot be returned. Please note that cancellation of an order for these items, prior to delivery, cannot be accepted and the items will be charged in full.
• All items must be returned in their original AXOR or hansgrohe box. Please do not attach any labels to or write on the original box. Damaged boxes will incur a 20% re-packing charge, in addition to any re-stocking charge. Please ensure that you adequately protect the items you are returning, including the original packaging.
Items returned to Hansgrohe not meeting the criteria outlined above will be returned to you.