1. Scope & legal basis
This policy governs the return of goods purchased through fixhen.com(the "Site") operated by FIXHEN (the "Seller", "we", "our"). It applies to consumers resident in the European Union and, on a voluntary contractual basis with identical terms, to customers resident elsewhere. For EU consumers, it complements — and where more favourable, prevails over — the statutory right of withdrawal under Articles 9–16 of Directive 2011/83/EU on Consumer Rights, and the two-year legal guarantee of conformity under Directive (EU) 2019/771. Nothing in this policy limits or excludes any statutory right you have that cannot be lawfully limited or excluded.
Business customers (B2B), professional installers and resellers act under separate commercial terms; the withdrawal right described below does not apply to them, and returns are accepted only where expressly agreed in writing in advance.
2. The 14-day return window
You may withdraw from your purchase without giving any reason within 14 calendar days starting on the day after you (or a third party you designate, other than the carrier) take physical possession of the goods. For multi-item orders shipped separately, the period starts on delivery of the last item.
To meet the deadline, it is sufficient to send your written withdrawal notice to info@contact.fixhen.com before the 14-day period expires. Notice must include: order number, item SKU(s), quantity, reason (optional), and photographs of the goods and their packaging in current condition. Verbal or social-media notifications are not accepted as valid withdrawal notice.
3. Condition of returned goods
To qualify for a full refund, returned items must be:
- Unused, unfitted, unmodified and free of any signs of installation, wear, dirt, oil, adhesive or heat exposure;
- In their original, undamaged manufacturer packaging, with all labels, seals, tags, protective films, hardware, fasteners, instructions and accessories;
- Accompanied by proof of purchase (order number or invoice).
You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning (Article 14(2) CRD). In practice this means you may inspect a part as you would in a shop — you may not install, test-run, machine, drill, cut, paint, heat-cycle or otherwise use it. Where diminished value is established, we are entitled to deduct up to 100% of the item price from the refund and, where the item has become unsaleable, to refuse the return.
4. Non-returnable items
The following are excluded from the 14-day right of withdrawal and from voluntary returns, in line with Article 16 of Directive 2011/83/EU:
- Custom & made-to-order parts: items manufactured, printed, cut, engraved, painted or configured to your specification, including bespoke 3D-printed components and vehicle-specific sets prepared on request;
- Installed or fitted parts: anything showing evidence of test-fitting under force, mounting, torqueing, gluing, sealing or connection to a vehicle;
- Electrical & electronic components once unsealed, energised, coded, flashed or paired to a VIN/ECU;
- Fluids, lubricants, sealants, adhesives, paints and consumables once the tamper-evident seal is broken;
- Safety-critical items (airbags, seatbelt tensioners, pyrotechnic components) for which resale would breach applicable regulations;
- Gift cards, digital downloads and service fees;
- Any item whose original packaging has been destroyed, defaced or written on.
5. How to return an item
- Notify us by email at info@contact.fixhen.com within 14 days of delivery. Include order number, SKU(s) and photos.
- Wait for a Return Merchandise Authorisation (RMA) number. Returns received without a valid RMA may be refused or held at the customer's cost.
- Pack the item in its original packaging, placed inside a sturdy outer carton. Do not affix labels or tape directly to the manufacturer box.
- Ship the parcel to the address supplied with your RMA, using a tracked and insured service. Risk of loss and damage in transit remains with you until we sign for the parcel.
- Retain proof of postage until the refund is settled.
6. Return shipping costs
Where the return is due to a change of mind, ordering the wrong part, or any reason not attributable to the Seller, the customer bears the direct cost of returning the goods, including any customs, duty, brokerage, storage or re-export fees. Where the return is due to a confirmed defect, a wrong item shipped, or transport damage documented within 48 hours of delivery, FIXHEN issues a prepaid label or reimburses the actual, documented, reasonable carrier cost.
The original outbound shipping charge is refunded only where you return the entire order and where the return is attributable to us. Otherwise, only the price of the returned item(s) is refunded, and the original shipping fee is retained.
7. Refunds
Once the returned goods arrive and pass inspection, we issue the refund within 14 days using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement. Where the goods have not yet been received and you cannot provide proof of return, we may lawfully withhold the reimbursement until either occurs, whichever is earlier (Article 13(3) CRD).
Refunds are net of: (i) any diminished-value deduction under section 3; (ii) return shipping costs where you have requested us to arrange collection; and (iii) any supplementary delivery costs you chose beyond our standard delivery option.
8. Damaged, defective or incorrect items
Inspect every parcel on delivery. Report any visible damage or missing/incorrect items to info@contact.fixhen.com within 48 hours of receipt, with photographs of: (a) the outer packaging before opening, (b) the inner packaging, and (c) the item itself. Claims submitted after 48 hours may be treated as post-delivery damage and refused.
Where a defect covered by the two-year legal guarantee (Directive (EU) 2019/771) manifests within the guarantee period, we will — at our option and free of charge — repair, replace, or refund the item, in that order of priority, subject to the statutory conditions and the item having been correctly stored, installed and used.
9. Anti-abuse & warranty voidance
To protect honest customers and the integrity of our supply chain, we reserve the right to refuse returns or void warranty where we identify: (a) tampered serial numbers or removed markings; (b) parts substituted for a different item; (c) evidence of use in motorsport, off-road, commercial fleet or non-approved applications; (d) repeated returns suggestive of "wardrobing" or resale activity; or (e) any breach of these terms. Our determination, made in good faith and supported by photographic and technical evidence, is final subject to your statutory rights and any competent dispute-resolution body.
10. Model withdrawal form
You may — but are not required to — use the following model form (Annex I(B), Directive 2011/83/EU):
To: FIXHEN — info@contact.fixhen.com
I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*]: __________
Ordered on [*] / received on [*]: __________
Name of consumer(s): __________
Address of consumer(s): __________
Signature of consumer(s) (only if this form is notified on paper): __________
Date: __________
[*] Delete as appropriate.
11. Governing law & dispute resolution
This policy is governed by the laws of the Republic of Bulgaria, without prejudice to the mandatory consumer-protection provisions of the country of your habitual residence within the EU. Disputes may be submitted to the competent courts of Sofia, Bulgaria, or, at the consumer's option, to the courts of their habitual residence. Consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
12. Frequently asked questions
+How many days do I have to request a return?
You have 14 calendar days from the date you (or a person you designate) take physical possession of the goods to request a return by contacting info@contact.fixhen.com with your order number, the item(s) concerned, and photographs of the parts and their original packaging.
+Who pays the return shipping cost?
Return shipping is at the customer's expense unless the item is confirmed by FIXHEN to be defective, incorrectly supplied, or damaged in transit. In those cases we arrange a prepaid label or reimburse a documented, reasonable carrier cost.
+Can I return an installed, painted, machined or fitted part?
No. Once a part has been installed, test-fitted with force, painted, drilled, cut, machined, heat-cycled, or otherwise modified from its as-delivered state, it is deemed used and is no longer eligible for return under our voluntary policy or under statutory withdrawal rights (Art. 16 CRD).
+Are custom, made-to-order or vehicle-specific parts returnable?
No. Parts manufactured, cut, printed, or configured to your specification — including bespoke 3D-printed items, custom colours, engraved parts, and made-to-order sets — are excluded from the right of withdrawal under Article 16(c) of Directive 2011/83/EU.
+How long does a refund take?
Once the returned goods arrive and pass inspection (typically within 3 business days of receipt), we issue the refund within 14 days using the original payment method. We may withhold the refund until we have received the goods back or you have supplied proof of return, whichever is earlier.
+What if my part arrives damaged or the wrong item was sent?
Notify us within 48 hours of delivery at info@contact.fixhen.com with photographs of the outer packaging, the inner packaging and the part. We will, at our sole discretion, replace the item, ship the correct part, or issue a full refund including the original shipping charge.
+Do you offer exchanges?
We do not operate a direct exchange programme. Return the original item under this policy and place a new order for the desired part; this keeps stock, pricing and warranty tracking clean for both sides.
13. Contact
Returns team — info@contact.fixhen.com. Response time: one business day, Monday to Friday, excluding Bulgarian public holidays.