Your complete satisfaction is our goal. If you need to request a return we have some easy to understand guidelines for hassle free returns.
Please review all guidelines prior to making your return request. Once you have submitted your return request someone will be in contact with you within one business day.
Returns FAQ
How long do I have to return or exchange my order?
30 Days. Unless otherwise stated by Heyden Supply in the terms of your order, you have up to 30 days to make a return request from the date of delivery as noted by the carrier. After 30 days we cannot accept requests for returns or exchanges. Once your return has been authorized the returning item(s) must be received by Heyden Supply within 30 days or your return authorization will be void.
Who pays return shipping?
If your return is due to the fault of Heyden Supply (such as the wrong item being shipped or receiving a damaged or defective item) we will cover all costs associated with the return of your order. If your return is not due to a fault of Heyden Supply then you are responsible for any return shipping expenses.
What if my order arrives damaged?
Rest assured that if your order is delivered with shipping damage we will work hard to make it right. We will never penalize our customers for circumstances beyond their control. Your damaged order will be refunded or replaced as detailed in our shipping policy. Please see our shipping policy for full details regarding shipping damage.
What if I receive a defective item?
Just like with shipping damage, we will not penalize you for circumstances beyond your control. We believe in the quality of the merchandise we sell. Likewise, the manufacturers we choose to represent on our website have earned that placement as a result of our confidence in their products and service. If you receive a defective item please notify us within 30 days of delivery so that we can take appropriate action to make it right.
Important: Please test all items upon receipt. Once the returns window of 30 days has expired, your item(s) will be subject to any applicable warranty terms.
What if I checked out as a guest?
If you used guest checkout to place your order and did not create an account, you can still create an account using the same email address you used when placing your order to process a return electronically. Or, you can use the form at the bottom of this page to submit your return request without creating a website account.
Returns Guidelines
- Return requests must be made within 30 days of delivery as noted by the carrier tracking information.
- A return authorization must be issued prior to shipping your order back. Orders returned without prior authorization may not be eligible for credit or exchange.
- Items must be returned in the same condition in which they were sold and within the original manufacturers packaging. Items returned in used or otherwise non-resellable condition may not be eligible for credit.
- Shipping charges are non-refundable except when a return is due to the fault of Heyden Supply. This includes shipping charges for undeliverable orders. If a shipment cannot be completed and is returned to our warehouse all transportation charges associated with your order will be deducted from your refund.
- Proper care must be taken when packaging items for return. Items received damaged that are shipped with insufficient packaging may not be eligible for credit.
Ready to get started?
- Login to your account.
- Click on “Orders”
- Then click on “Return Request” to the right of the order number you need assistance with.
IMPORTANT: Please do not complete the form below unless you checked out with guest checkout. If you created a login at checkout, your returns form can be found inside your account after logging in. Once logged in, you will also have access to the option to utilize our order messaging system and have the ability to upload pictures that correspond to your return request.
