Shipping & Returns

Shipping

Hegel Direct ships only to US addresses.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

All items ship via UPS except the H30 which ships via freight.  

Returns

If you are not satisfied with your purchase, you may (after obtaining a Return Authorization Number by calling 1-413-495-2167 or emailing usa@hegel.com) return the merchandise for a refund within 30 days of receipt (Less Shipping & Handling Charges). A 15% restocking fee is applied to all returned items.  All returned merchandise must be free from damage of any kind, and be in its original factory box with all original packing materials, warranty cards, manuals, accessories, UPC label intact, and any other included materials.

All Returns require a Return Authorization Number (RA#). Returns without RA#s will not be accepted. To obtain a Return Authorization Number, you must contact Customer Service at 1-413-495-2167.  All Returns must have the RA # written clearly on the outer box. Failure to write the Return Authorization clearly will result in a delay for processing the refund. There are NO refunds on Special Ordered Products. Authorized returns must be delivered to the designated return location within thirty (30) days of receipt of your return authorization number. Returns received after thirty (30) days will be refused. The return address is:

 

Hegel America
c/o Soucy USA
100 Walnut Street
Door #9
Champlain, NY 12919
 

Please Note:
In the event that you refuse your package, you will be subject to paying the full shipping price of the product both ways. Charges will be automatically charged to your supplied credit card. 

If your package is undeliverable due to incorrect information provided by you, the purchaser, or any other reason that is not the fault of Hegel America, the purchaser is responsible for payment of the full shipping amount.

*Restocking Fees
All returns will be subject to a 15 percent restocking fee for all non-defective opened merchandise. If the return does not include all original parts, accessories, or is missing the UPC label, we reserve the right to charge an additional fee for the missing materials.

Eligible defective products may be returned for an exchange within 30 days from the date your product was delivered. Defective products will be exchanged for the same model only. Defective products must be returned with the original box and packaging and with all included materials including, but not limited to, warranty cards, manuals, and accessories. The UPC label must be intact. We reserve the right to charge for all missing materials.

To process a defective return/exchange you must contact Customer Service at 1-413-495-2167. All returns/exchanges require a Return Authorization Number (RA#). This will be given by Customer Service. All Returns/Exchanges must have the RA # written clearly on the box accompanied by a note, explaining what is wrong with the item, in the original merchandise box.

We make every effort to prevent shipping damages. If your package appears damaged upon receipt:

  1. Notify Hegel America with-in 24 hours of receipt.
  2. Please take pictures of the damaged box/product
  3. If you refuse delivery, please notify Hegel America  immediately at 1-413-495-2167.
  4. If a damaged product is accept with a signature You are Responsible for Filing a claim with the Carrier.