Van Hage is dedicated to your total shopping satisfaction. For any enquiries about an order, a delivery, or comments about our website service please email us at firstname.lastname@example.org between 9am and 5pm Monday to Friday, quoting your order number (if applicable). We will aim to respond to all email communication within 2 working days.
Click & Collect
Please contact your chosen collection store for all return/refund information and any product enquires. All returns require proof of purchase, please return with a copy of your click and collect order confirmation. To obtain a full refund the product must be returned in its original condition, in its original packaging within 28 days of purchase. N.B: Click & collect refunds can only be processed via our web team.
Online orders (home delivery only)
All returns, exchanges, damages, missing items must be notified to Van Hage by contacting us here. Returns, refunds or exchanges cannot be processed without this. On completion an automated instruction is sent to our warehouse team to request another item or to expect your return.
Returns & Refunds - (home delivery/delivered by manufacturer)The regulations for distance selling apply as set out below;
Delivered by manufacturer productsIn order to offer you an extended range, including specialist and bespoke items, we arrange for certain products to be delivered by our approved suppliers. This will be indicated on the item page as 'Delivered by Manufacturer'. Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns. Estimated lead times will be displayed on the item page and on your order confirmation, any information on unexpected delays from our supplier will be passed on accordingly. If we are unable to supply you with a Product (for example because that Product is not in stock, or no longer available, we will inform you of this by e-mail. We may offer an alternative if one is available however if this is not possible we will process a refund of the full amount to your payment method as soon as practicably possible. Any items delivered to you by our suppliers which you wish to return, must be arranged via our online return form. You have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession. The Products will be your responsibility from the completion of delivery.
Most deliveries will require a signatureIn the event that goods are requested to be left without a signature, you agree to accept total responsibility for loss, damage or shortage of any goods from the time delivery takes place at the order address. Any request to leave goods must be made in writing at the time of order. Small orders will arrive by Royal Mail – signed for, medium sized orders under 25kg will arrive via Parcelforce/DHL and larger items will arrive by pallet courier, please note that this is a kerbside service and the courier is not able to retrieve packaging/pallets.
Damaged in TransitPlease check your order upon delivery before signing for it. If it arrives in an unsuitable condition with obvious damaged, refuse the delivery and sign the driver's delivery form "damaged in transit". Contact us immediately at email@example.com so that we can arrange for a replacement item to be sent or for your payment to be refunded. Once the order has been accepted by you any damage could be deemed to have occurred after delivery.
Incorrect ProductIf you are sent something which wasn't ordered and is not a substitute item the please accept our apologies and contact us immediately at firstname.lastname@example.org and complete our online returns form. Do not use the item and keep it in its original packing and you will not be charged. If the product is to be exchanged, the correct product will be dispatched upon receipt by Van Hage of the incorrect item.
CancellationAll cancellations must be made in writing to email@example.com. Large items which require a pallet service must be cancelled in writing to firstname.lastname@example.org with a minimum notice of 48hrs prior to scheduled delivery date, failure to cancel transport may incur costs up to the value of £100.
Changes to our WebsiteWe may update our website from time to time, and may change the content at any time. However, please note that any of the content on our website may be out of date at any given time. We do not guarantee that our website, or any content on it, will be free from errors or omissions and we apologise if this may rarely lead to any inconvenience.
ProductsThe images of the Products on the Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours will accurately reflect the colour of the Products. Your Products may vary slightly from those images. Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on the Site may have up to a 5% disparity.
OffersFrom time to time we may have items/offers available exclusively to our Online Store only. Pricing on our website may differ to in-store prices due to the delivery area covered by our online service. Please check prices with your local store to avoid disappointment.