Terms of return
Heider customers may return merchandise purchased from supertorch.com up to fourteen (14) days after receipt of merchandise for a full refund of the purchase price.
A full refund will be given when the provided product is returned;
- in undamaged condition
- in its original packaging
- with all documents included (invoice, shipping label etc.)
- accessories, manuals, etc. included
- a letter mentioning reason for return included.
Please pay attention to the following points;
The customer's responsibilities are:
- to make sure the address is written correct and complete so the parcel can be safely delivered to Heider (packages not mentioning the company name, but only the shipping address may get lost by the carrier, or delivered incorrectly)
- that the merchandise is securely packaged and insured for the full purchase price.
Heider will not be held responsible for lost or damaged packages.
Additionally, Heider is not responsible for the costs of return shipment to our facilities.
Returns will be processed by Heider as quickly as possible. Please allow 7-10 business days from Heider receipt of your package for payment refunds. When the product is received and inspected, Heider will contact you via phone or e-mail to confirm receipt of the item. Upon inspection, if there are any issues or questions regarding the condition of the returned product, we will notify you at that time.
Any returned merchandise that doesn’t comply with our terms of return (see Section 1) will not be accepted and will be sent back to the buyer’s address. To avoid damage to the manufacturer’s original, labeled packaging, customers must outer-box the merchandise they are returning to Heider. Please do not write, place labels or stickers on the manufacturer’s original packaging. If the product was not outer-boxed by Heider when shipping to you, as is sometimes the case with larger merchandise, this requirement does not apply; but in this case, please do not write upon or otherwise mark the original packaging, other than with the return-shipping label.
Returns will not be accepted after 14 days without prior approval from Heider management. Heider will work with customers who have special circumstances, especially in regards to gifts, but reserves the right to refuse returns after fourteen (14) days period has elapsed.
In the unlikely event that you receive the wrong item(s) from Heider, please contact us by phone or e-mail. We will arrange for the pick-up of the item(s), and we will ship the correct item(s) to you once the initial shipment is delivered back to us. The customer will never pay additional shipping if Heider is at fault.
If you receive an item you believe to be defective, please contact Heider immediately, providing proof of the defect (photograph, video etc.) and we will arrange for the pick-up of the item(s) as soon as possible. The replacement of the item will be dispatched as soon as the initial shipment is delivered back to our address.
Standard return policy (Section 1) applies if the item is returned for a refund.
Disregarding the reason of return, the customer must notify Heider beforehand at all times and not after the shipment is dispatched.
Regarding the return of a product within the warranty period (6 months/2 years/3 years, depending on the product), the customer may return the item for technical service.
Products under warranty cannot be refunded, they can only be repaired or replaced with a new item. The shipment costs for the returned product will belong to the customer and the shipment costs for the repaired/replaced item will belong to Heider.