FAQ Returns & After-sales

Send all return requests to returnorder@heavytex.com.

State your order number, the products concerned and the reason for your request.

Do not send products to a HEAVYTEX address without receiving return instructions first.

Yes. B2C customers have 14 days from receipt of the product to inform HEAVYTEX of their decision to withdraw, without giving a reason.

They then have another 14 days to return the products concerned.

You can make the request using the ‘Exercise my right of withdrawal’ link in the website footer or by emailing returnorder@heavytex.com.

Direct return shipping costs are borne by the B2C customer.

HEAVYTEX provides the return procedure and address.

Where a B2C customer validly exercises their right of withdrawal, HEAVYTEX refunds all amounts paid for the order concerned, including the original delivery charge up to the cost of the standard delivery option offered by HEAVYTEX.

If the customer voluntarily selected a more expensive delivery service, the additional cost is not refunded.

HEAVYTEX may defer the refund until the products have been received or evidence of return shipment has been provided, whichever occurs first.

Refunds are made using the same payment method used for the order, unless the B2C customer expressly agrees to another method that incurs no fees.

For a commercial return or exchange, products must in particular be unworn, unwashed, unprinted, unembroidered, undyed, uncustomized and unaltered, and in a condition permitting inspection and, where applicable, resale.

For B2C customers exercising their statutory withdrawal right, they may be liable for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and proper functioning.

HEAVYTEX may accept an exchange depending on the circumstances and availability of the requested product.

Where the exchange is requested by the customer and does not result from a HEAVYTEX error or a defect covered by an applicable warranty, the customer pays both the return shipping costs and the costs of sending the replacement.

Reshipping costs are communicated before the new shipment.

B2B customers do not benefit from the withdrawal right reserved for B2C customers.

HEAVYTEX may nevertheless agree to a commercial return request made within 14 calendar days after delivery.

Requests must be sent to returnorder@heavytex.com and require prior HEAVYTEX approval.

If accepted, HEAVYTEX specifies the products concerned, return conditions and applicable charges.

If the parcel is clearly open, torn or severely damaged, we recommend refusing it with the carrier.

Then contact returnorder@heavytex.com immediately, providing:

Your order number; the reference(s) of the affected products; a clear description of the problem; and photographs of the parcel and products where relevant.

Contact returnorder@heavytex.com promptly with your order number, the affected product reference(s), a detailed description and photographs of the parcel and products where relevant.

To help resolve transport incidents and immediately visible discrepancies quickly, HEAVYTEX recommends reporting them within 48 business hours after receipt.

This operational timeframe does not limit applicable statutory rights.

Contact returnorder@heavytex.com with your order number and details of the discrepancy.

Following verification, HEAVYTEX will explain the next steps and, where necessary, issue a return label.

Where HEAVYTEX is responsible for the error, HEAVYTEX covers return and replacement shipping.

We recommend checking your order upon receipt and, in all cases, before any customization or alteration.

Any apparent discrepancy, including product reference, size, color or quantity, must be reported in accordance with the Terms and Conditions of Sale.

Altered products generally cannot be accepted as standard commercial returns or exchanges.

Before printing, embroidery, dyeing, washing, cutting or other alterations, B2B customers should check the product reference, size, color, quantities and visible condition.

However, alteration does not extinguish possible remedies for a pre-existing defect that could not reasonably have been detected beforehand.

Contact returnorder@heavytex.com with your order number, the affected product reference, a description of the defect and photographs where possible.

HEAVYTEX reviews the request and sets out the applicable procedure based on the issue and relevant warranties.

If the return results from an error attributable to HEAVYTEX or a remedy is due under an applicable warranty, the relevant costs are not borne by the customer.

HEAVYTEX provides return instructions and, where necessary, a return label.

HEAVYTEX provides the return address and procedure after reviewing the request.

Do not send parcels to the registered office or to another address found on the website without prior instructions.

Contact: returnorder@heavytex.com

For general questions about a product, your account, your order or the website: info@heavytex.com

For returns, exchanges, damaged products, picking errors or problems discovered after delivery: returnorder@heavytex.com