Returns & Refunds  

All returns, damages, missing items must be notified to Van Hage by completing our online form prior to collection, delivery or refund here - Returns Form

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 between 8:30am and 4:30pm Monday to Friday, quoting your order number (if applicable) at every enquiry. We will aim to respond to all email communication within 2 working days.  

All deliveries will require a signature, in 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.

Returns & Refunds

The regulations for distance selling apply as set out below;
If you change your mind you have a total of 28 days to return the product. This allows 14 calendar days from the day after you receive the product to notify us that you wish to return the goods. Once you've cancelled an order you then have a further 14 days to send the goods back. To obtain a refund the product must be returned in its original condition, in it's original packaging. Please note we will not pay the cost of returning the item to us. For your protection and peace of mind, we recommend you use a recorded delivery service to return product(s) and ensure that the compensation value covers the value of the item.
Items should be returned to Website Dept, Van Hage, Pepper Hill, Great Amwell, Herts, SG12 9RP, with your a copy of your returns form enclosed.
If you discover the goods are faulty, you must notify us of the defect as soon as possible or within 5 days of the date of the delivery with supporting evidence.  If the product is to be exchanged, the correct product will be dispatched upon receipt of the received item.

Damaged in Transit

Please 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 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 Product

If you were sent something which wasn't ordered and is not a substitute item please contact us immediately at Do not use it 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.


You can return any ordered items within 14 days of the delivery date by notifying us, quoting the related order number. We will not accept bespoke and perishable products. We will not be responsible for the costs involved in returning products within this 14-day period unless the reason for the return is a manufacturer or quality fault. All products remain your responsibility until we receive them back. To qualify for a full refund products must be returned in their unused, original condition and packaging, and received by us within 30 days from your cancellation notification.

Changes to our Website

We 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, and we are under no obligation to update it. We do not guarantee that our website, or any content on it, will be free from errors or omissions.


From 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.