Service & FAQ

My order was damaged in transit. What should I do?

If the damage is immediately apparent upon delivery, please complain in writing directly to the delivery person. Also take photos of the damage.

If the damage is only visible after opening the package and inspecting the goods, please also document this with photos.

In both cases, send an email with the photos and a description of the damage to vertrieb@hein-reinraum.de.

We will immediately contact you.

How long can I return my order?

For standard items, you have a right of return within 21 days of delivery. This applies to all items that arrive to us in a salable condition and in their original packaging. Custom-made products cannot be returned.

How can I return items?

You can return items using a shipper of your choice. Please always use a shipping method with transport insurance.

Please always contact us in advance of a return.

Never send goods back to us freight forwarded.

How much does the return cost me?

If you make use of your right to return, you will pay the return shipping costs yourself.

We will have goods that were damaged in transit picked up from you. In this case we will cover the return shipping costs. 

How do I receive my refund for returned items?

After checking the returned items, you will receive a credit to your customer account.