Livraison et Retours
DELIVERY
Stock
At Heode, we take pride in work that is finished and done well.
To give you maximum visibility for planning your van conversion, we do not accept pre-orders: the quantities available to order on our website are limited to the stock physically present in our warehouse.
As such, the products you have ordered will be delivered to you in full within the stated timeframes.
Shipping your parcel
Delivery times are given as an indication only and are no longer the responsibility of Heode once the parcel or parcels have been handed over to the carrier.
They are dispatched via the shipping method you selected when placing your order. A tracking number for the parcel or parcels is sent to you by Heode or its transport providers by email at the time of dispatch.
Shipping costs include preparation and packaging fees as well as postage costs. Preparation fees are fixed, while transport costs vary according to the total weight and volume of the parcel or parcels making up an order. We cannot combine two separately placed orders and shipping costs apply to each of them.
Despite particular care taken in protecting the products sent, the risks associated with transport are the responsibility of the buyer. You are required to check, in the presence of the delivery driver, the condition of the packaging and its contents upon delivery. In the event of damage during transport, any claim must be addressed to the carrier immediately.
Surcharge for delivery to specific areas (islands and mountains)
Please note that our transport partner DPD applies additional charges for delivery to certain geographical areas it considers hard to access. This applies in particular to certain islands and mountainous regions.
You can view the detailed list of postcodes affected by these surcharges, as provided by DPD, by downloading the following document: DPD postcode list - Hard-to-reach areas.
If your delivery address corresponds to one of these postcodes, a price surcharge, which is billed directly to us by DPD, will be automatically calculated and added to your shipping costs. This amount will be clearly visible when you confirm your order, before the payment step, ensuring full transparency on the final cost of your delivery.
We thank you for your understanding regarding these charges, which are beyond our control and applied directly by the carrier.
RETURN
If a product you receive does not fully satisfy you, you can of course return it to us.
You have 30 days to return an item to us, from the date you received your parcel. If you return your order within 14 days of receiving it, you can choose between an exchange, a store credit, or a refund. In the latter case, Heode will process your refund within 30 days (from the date your item is received at our premises). After 14 days, you may benefit from a store credit or an exchange.
Please note that return shipping costs are your responsibility.
How to make a return?
The return procedure is as follows:
- Check that your products are not subject to any exceptions to the return possibilities.
- Download the return form here
- Fill in the form and enclose it with the items to be returned
- Send your parcel(s) back to us with the carrier of your choice
Are there any exceptions?
Returns are not accepted for:
- Conversion kits that have been assembled
- Products that have been manufactured to specifications (bespoke) or that are clearly personalised
- Customised items (such as window seals, felt, vapour barrier, conduits, pipes, cables, etc.)
- Products that have been unsealed by the customer after delivery and which cannot be returned for hygiene or health protection reasons
Return acceptance conditions
In accordance with the law, the product must be returned new, intact and in its original packaging (please do not stick anything on or write on the original packaging). They must be accompanied by the completed return form. This form can be downloaded from the "How to make a return?" section.
If the product is fragile, we recommend taking out insurance so that you can make a claim with your carrier in the event of breakage.
Please note that if the returned product or products do not meet the return acceptance conditions upon receipt at our premises, no refund or exchange will be carried out.