Our policy lasts 14 days. If 14 days have elapsed from D+1 of the day of your delivery, we unfortunately cannot offer you a refund or exchange.
To qualify for a free return, your item must be returned for exchange, or for late delivery; the item must be unused and in the same condition in which you received it. It must also be in its original packaging.
In order to avoid abuse, return fees (10% of the total amount (including VAT) of the returned items) are applied only in the case where the customer requests a refund and the order complies with the customer’s expectations regarding the items for which the customer made the purchase on the www.hecten.com website.
When returning the product, the customer must check that the accessories (if any) are complete and that the packaging is the original one. If the customer fails to meet these obligations, a charge may be applied to the refund to cover any losses incurred:
- Damaged or missing original packaging: 9% of the refund amount
- Missing accessories: 20% of the total refund amount, or price of the accessory if displayed on the site.
If the item is not returned in its original condition, is damaged, stained, non-functional or in a state of disrepair that prevents it from being sold again, no refund will be given.
Many types of products cannot be returned. Perishable goods such as food, flowers or magazines cannot be returned. We also do not accept products for intimate or sanitary use, dangerous goods or flammable gases or liquids.
Other items that cannot be returned:
- Gift cards
- Downloadable software
- Certain health and personal care products
To make a return, you must present us with a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
There are certain situations where only a partial refund is granted: (if applicable)
- Books with obvious signs of use.
- CD, DVD, VHS tape, software, video game, cassette, or vinyl disc that has been opened.
- Any item that is not in its original condition, is damaged or is missing parts for reasons that are not due to an error on our part.
- Any item returned more than 14 days after delivery.
Refunds
Once we have received and inspected the returned item, we will send you an e-mail to confirm that we have received it. We will also inform you of our decision to approve or reject your refund request.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a maximum of 2 to 3 days (excluding weekends and public holidays).
Late or missing refunds
If you have not yet received your refund, please check the following steps before contacting the site by e-mail:
- Check that the refund is not currently in progress on your bank account, or that it is scheduled to arrive on a date sometimes displayed.
- Contact your bank to find out how long it takes to transfer funds between bank accounts belonging to different organizations.
If after completing all these steps, you still have not received or are unaware of your bank’s deadline or the date of receipt of your refund, please contact-us.
Reimbursement in the event of fraud, theft, PRODUCTS delivered but not received (where applicable)
If a PRODUCT is marked as “delivered” by the carrier, but the CLIENT does not receive it at the delivery address (for example, the PRODUCT is not found in the mailbox or at the intended location, due to carrier error, theft or any other cause), the CLIENT must inform the SELLER within 48 hours of notification of delivery.
The CLIENT shall file a claim with the carrier to clarify the situation and provide proof of the result of the claim (return of the carrier’s investigation) to the SELLER. The CLIENT may be eligible for a 30% refund or replacement of the PRODUCT. The CLIENT shall file a complaint with the competent authorities against the carrier.
In the event of a false declaration by the CLIENT concerning non-receipt of the PRODUCT, or if the claim for reimbursement is based on an attempt at fraud, the SELLER reserves the right to refuse any reimbursement and may report the incident to the competent authorities. If the carrier demonstrates that the PRODUCT has indeed been delivered, no compensation will be provided to the CLIENT and the SELLER reserves the right to file a complaint with the competent authorities.
Reimbursement for this type of problem can only be made after verification and investigation of the circumstances, and if the carrier’s responsibility is confirmed. The CLIENT will be informed by e-mail of the decision concerning his request for reimbursement, within 14 days of receipt of the claim.
Sale items (if any)
Items on sale, second-hand or clearance have the same return and refund conditions, with the exception of free returns. The cost of returns, whatever the reason, is 10% of the total price (including VAT) of the returned item(s).
Return for malfunction (if any)
If an item is returned because of a malfunction, it is included in our free returns offer, and the customer pays no costs. If our team is unable to detect any malfunction after several tests and checks in the after-sales service, the item will be returned to the customer at the customer’s expense. This enables us to avoid abusive returns and allows our customers to take greater responsibility for verifying that their product has a real malfunction and that a return to the after-sales service is necessary in order to proceed with any exchange.
Exchanges (if any)
We will only replace an item if it is faulty or damaged on receipt by the customer. If you wish to exchange it for the same item, please contact-us. Your item should be sent to the address of the company operating the www.hecten.com website:
SAS OVOORO
19 Allée de Brienne
Toulouse
31000
France
Gifts (if any)
If the returned item was identified as a gift at the time of purchase and sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you. Return shipping costs for gifts are not covered.
Shipping
To return a product, you must send it to the head office of SAS OVOORO, which operates the www.hecten.com website:
SAS OVOORO
19 Allée de Brienne
Toulouse
31000
France
If you are shipping an item at your own expense you should consider using a shipping service that allows you to track the shipment or purchase shipping insurance. We do not guarantee that we will receive the item you return in the event of a problem. And we cannot be held responsible for any delivery loss or damage.
Processing times
Depending on where you live, the time required to receive your exchanged product may vary. Upon receipt of your product at our head office, we take 3 to 5 working days to check and agree on a decision, which will be communicated to you by e-mail to the address you provided when you placed your order. If SAS OVOORO, which operates the www.hecten.com website, is responsible for the cost of returning the product to the customer, the delivery time may vary between 3 and 5 working days. If the customer is responsible for the cost of returning the product to the customer, the delivery time will vary according to the preferred method chosen by the customer.