Shipping Policy

1. Scope & legal basis

This Shipping Policy (the "Policy") governs the fulfilment and dispatch of goods purchased through fixhen.com (the "Site"), operated by FIXHEN (the "Seller", "we", "our"). It applies to all orders — consumer (B2C) and business (B2B) — and takes precedence over any oral undertakings, marketing copy, or informal statements that may suggest different timelines. For EU consumers, this Policy operates alongside the mandatory provisions of Directive 2011/83/EU on Consumer Rights and Directive (EU) 2019/771 on the sale of goods, and does not limit any statutory right that cannot lawfully be excluded.

2. Dispatch timeline — 2 business days

FIXHEN targets dispatch of every in-stock order within 2 (two) business days starting from the first business day on which payment is confirmed as received. Dispatch is fulfilled when the parcel is handed to the carrier and a tracking number is issued.

• Cut-off. Orders confirmed after 17:00 EET on a business day, on weekends, or on Bulgarian public holidays are treated as received on the next business day for the purposes of the dispatch clock.
• Payment methods. Card and instant-settlement payments are treated as received upon successful authorisation. Bank transfers count only from the day funds credit our account; the customer bears any delay caused by intermediary banks, SEPA processing windows, or incomplete payment references.
• Backorder / made-to-order items. Products flagged as "on backorder", "pre-order", or "made to order" are dispatched within the lead time stated on the product page and are expressly excluded from the 2-business-day dispatch window.
• Address verification. If we identify a suspected mismatch between the billing and shipping data, or the order is flagged for anti-fraud review, the dispatch clock is paused until the review is closed. We will contact the customer at the email address supplied at checkout.

3. Delivery times (transit)

Once the parcel is with the carrier, indicative transit times are as follows. These are estimates supplied by carriers, not contractual guarantees, and are counted in business days from the day of first carrier scan:

FIXHEN does not accept liability for delays caused by the carrier, customs clearance, incorrect or incomplete addresses, refusal to accept the parcel, weather, strikes, labour actions, network outages, or any other event of force majeure. Time is not of the essence for delivery unless we have agreed a specific delivery date in writing and confirmed the additional fee for a time-critical service.

4. Shipping costs & free-shipping threshold

Shipping fees are calculated automatically at checkout based on destination, weight, and dimensional volume. The final total shown before payment is the definitive amount; no additional shipping surcharges are levied by FIXHEN after checkout. Where the eligible order subtotal exceeds €99, the standard shipping fee is waived on supported destinations. The threshold applies to the goods subtotal only and excludes taxes, duties, and any express-service upgrades.

5. Order tracking

A dispatch confirmation email with a tracking number is sent as soon as the carrier collects the parcel. Tracking activation with the carrier typically takes up to 24 hours; where the tracking number returns no scans within 3 business days of the dispatch email, please contact us in writing so we can open a carrier investigation. Registered customers can also view order status from their account area.

6. Customs, duties & import taxes (non-EU)

For shipments to destinations outside the European Union customs territory, all import duties, VAT, brokerage and clearance fees are levied by the destination country and are the sole responsibility of the recipient. FIXHEN's prices do not include such charges. It is the recipient's responsibility to satisfy any local import requirements.

• A parcel refused by the recipient because of customs charges is treated as a voluntary withdrawal by the customer. Original outbound shipping, return shipping, and any customs, storage or destruction fees charged to FIXHEN by the carrier are deducted from the refund.
• FIXHEN does not undersate parcel values on customs declarations under any circumstance and cannot mark commercial shipments as "gift".

7. Address accuracy & failed delivery

The customer warrants that the delivery address, recipient name, and contact details submitted at checkout are accurate and complete. FIXHEN is not responsible for non-delivery, delay, loss, or additional cost arising from an inaccurate, incomplete, or outdated address, or from the recipient's failure to be available to receive the parcel or to collect it from the carrier's depot within the carrier's holding period. Where a parcel is returned to us for these reasons, the customer bears the actual outbound and return shipping cost, and any storage or handling fees charged by the carrier, which we may set off against the refund of the goods.

8. Risk of loss, title, and reservation of ownership

Consumers (B2C). Risk of loss or damage to the goods passes to the consumer when the consumer, or a third party designated by the consumer (other than the carrier), takes physical possession of the goods, in line with Article 20 of Directive 2011/83/EU.

Business customers (B2B). Risk passes to the buyer upon handover of the goods to the first carrier. Title in the goods remains with FIXHEN until the full purchase price, including shipping and any applicable taxes and fees, is received in cleared funds (retention of title). Until then, the buyer holds the goods as bailee, keeps them separated and identifiable, and insures them at their full replacement value.

9. Damaged or short-shipped parcels

The customer must inspect the parcel on receipt. Any visible external damage, missing items, or evidence of tampering must be noted with the carrier at the point of handover where possible, and reported to FIXHEN in writing at info@contact.fixhen.com within 48 hours of delivery, together with photographs of:

• the outer packaging as delivered, including all carrier labels;
• the inner packaging and packing materials as delivered;
• each affected item, showing the damage or defect clearly.

Claims raised after the 48-hour window, or without the evidence above, may be rejected because we lose our ability to raise a successful claim against the carrier. Where a claim is accepted, FIXHEN will, at its option and at no additional cost to the customer, replace the goods, ship the missing items, or issue a refund for the affected portion of the order including the corresponding shipping cost.

10. Partial and split shipments

FIXHEN reserves the right to split a single order into multiple shipments — for example when items ship from different warehouses or when one item is temporarily on backorder — at no additional shipping cost to the customer. Each parcel is dispatched with its own tracking number and its own dispatch confirmation email. Where an order is split at the customer's request after checkout, any additional shipping cost is borne by the customer.

11. Force majeure

The dispatch and delivery timelines described above are suspended for the duration of any event beyond FIXHEN's reasonable control, including without limitation acts of God, natural disasters, epidemics, war, terrorism, civil disturbance, labour disputes, carrier network outages, customs actions, embargoes, government orders, cyber-attacks, and utility failures. FIXHEN will make reasonable efforts to notify affected customers and to resume normal operations without undue delay.

12. Limitation of liability

Nothing in this Policy excludes or limits FIXHEN's liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be lawfully excluded. Subject to the foregoing, and to the fullest extent permitted by applicable law:

• FIXHEN's aggregate liability arising out of or in connection with the shipment of an order is limited to the total amount actually paid by the customer for that order, including shipping;
• FIXHEN is not liable for indirect, consequential, or special damages, including without limitation loss of profit, loss of use, vehicle downtime, loss of a scheduled workshop slot, rental-car costs, or missed opportunities;
• statutory rights of consumers are not affected and continue to apply in full.

13. Relation to Returns Policy

This Policy governs outbound shipping only. Withdrawal from the contract, return of goods, and refund processing are governed by our separate Returns Policy. Where the two documents overlap on the mechanics of return shipping, the Returns Policy prevails.

14. Governing law & jurisdiction

This Policy is governed by the laws of the Republic of Bulgaria, without prejudice to the mandatory consumer-protection provisions of the country of the consumer's habitual residence within the EU. Any dispute arising in connection with the shipment of goods is subject to the exclusive jurisdiction of the competent courts of Sofia, Bulgaria; consumers retain the right to bring proceedings before the competent courts of their habitual residence and to use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

15. Frequently asked questions

16. Contact

Shipping enquiries — info@contact.fixhen.com. Response time: one business day, Monday to Friday, excluding Bulgarian public holidays. Please include your order number in the subject line so we can respond faster.