Returns & Refunds
Can I return the product?

You can request a return for the product you purchased within 14 calendar days from the delivery date of your order. The 14-day period starts on the day you receive the product.

How can I return the product?

If you wish to return your product, please create a return request for your order under the MY ORDERS section by clicking the "Return" button or contacting Customer Service through the contact page.

Please pay attention to the below issues while returning the product:

-The original packaging and packaging of the product(s) are undamaged and unused, and the safety tape is not torn
-Only products purchased directly from our website can be returned to HEMEL. HEMEL products purchased through other retailers must be returned per their respective returns and refund policies.
-No return, cancellation, or replacement of the products produced using the RAL/NCS color card is made.
-Customers are responsible for all return shipping charges (including taxes and customs fees). You must return your order through a reliable shipping service, which provides an order tracking number.
-For defective products, below, please read, "The product I received has a manufacturing defect or faulty. What should I do?" section.

It can take up to 25 days for an item to reach us once you return it. Once the item is received at our warehouse in Turkey, it will be examined by the relevant department per our return policy and approved for return if the product is in a resalable condition. The return approval process takes an average of 2-5 business days. You will be notified by email when HEMEL accepts your return and will start the refund process. After deducting the shipping fee and customs fee, HEMEL shall refund the order amount within 14 (fourteen) days at the latest following the reception of the invoice and the goods, whichever date is later, depending on your bank payment method used. The bank determines the refund period and cannot be interfered with by us.

How can I change the product I bought?

The terms of return apply to the product exchange. Your product that meets these requirements is refunded, and a new order is created in your name for the product you want to change.

How long is the return period?

The return period is the first 14 calendar days from the product's delivery date.

How long after the refund is done to my account?

HEMEL checks the compliance of the returned product per the return policy. When HEMEL accepts your return, you will be notified by email, and HEMEL will start the refund process. Refunds will be made using the same payment method in a maximum of 14 days, depending on your bank and the method of payment used. The bank determines the refund period and cannot be interfered with by us.

The product I received has a manufacturing defect or is faulty. What should I do?

If such a product reaches, please get in touch with us immediately before sending a defective product return. We may not require a return for a defective product but instead may request pictures of the defect to inspect only. Hemel will provide no refund if the product appears to have been used improperly or intentionally tampered with, causing the damage. Any return request for damage or defect will not be allowed after three days of receipt of the order by the customer in all circumstances. You must follow the return procedures to start your request. Our quality control department will contact you about the issue, and your new product will be delivered as soon as possible, depending on the stock situation. If sent with our DHL return shipping code, we will refund you the total cost for the returned faulty items, including delivery charges. Please do not forget to obtain your unique DHL return code for defective/faulty returns.

Am I able to return/exchange from your stores?

The products you have purchased from the website are not returned or exchanged by stores.

How can I cancel my order?

You may email Customer Service through the contact page with your order confirmation number within 24 hours for your order cancellations. You can process the cancellation request for your order if it has not been shipped. In other circumstances, the return policy applies.

No return, cancellation, or replacement of the products produced using the RAL/NCS color card is made.
Prepared by  T-Soft E-Commerce.