Return policy

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

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 with 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 completing our online form prior to collection, delivery or refund here - Returns Form. 
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.

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.  Small orders will arrive by Royal Mail – signed for, medium sized orders under 25kg will arrive via Parcelforce and larger items will arrive by pallet courier, it is the customers responsibility to dispose of all packaging and pallets, our courier cannot remove rubbish.  The pallet service is kerbside only, once unloaded from the vehicle, it is the customers responsibility to move to the desired location.

Returns & Refunds -  (home delivery)

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 its original packaging. Please note we will not pay the cost of returning the item to us, nor will the original delivery charge be refunded (if applicable). 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 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 (i.e photos). If the product is to be exchanged, the correct product will be dispatched upon receipt of the received item.  Refunds are issued once the goods are received at our warehouse/store.  It may be possible to arrange for a product to be returned to your nearest store; however, refunds can only be processed via our web team with a completed returns form.  It is the customers responsibility to ensure goods are returned in the original packaging and are ready for collection.  Large items should be returned on the pallet which they arrived.

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, and complete our online form. 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.


All cancellations must be made in writing to  Large items which require a pallet service must be cancelled in writing to with a minimum notice of 48hrs prior to scheduled delivery date, failure to cancel transport may incur costs up to the value of £100.
You can return any ordered items within 14 days of the delivery date by notifying us via our online form, 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 and should remain free from damaged 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.