Returns & Complaints

Returns or complaints must be reported within 14 working days after receipt of the goods. Please use our return notice form for this purpose, which you can  download here as a PDF form. You can also request it by e-mail or phone. Please note that we can only process returns or complaints submitted with a fully completed return notice form. To make the process as convenient as possible for you, please observe the following points: 

• The return notice form must be fully completed, stamped, and signed. 
• Returns or complaints that do not meet these requirements will be returned to you at your expense. 
• Please always register returns or complaints via form, e-mail, or fax. To do this, please send the return notice form, a copy of the delivery note, and in case of damaged goods, photos (of both the goods and the shipping boxes) by e-mail to reklamation@hecht-pharma.de or by fax to: +49 (0)4761 92 56 299.
• For an approved return, you will receive the completed form including the return number from us.
• Please enclose the return notice form and a copy of the delivery note/invoice with the goods. 
• If the prescribed storage temperature is not maintained, even during transport, we cannot issue a credit note. Temperature records for transport and storage may be requested by us in individual cases. 
• Please ship the return in accordance with the required storage conditions, securely and well packaged, in sturdy shipping boxes and with sufficient postage to the following address:
  
  Hecht Pharma GmbH
  Complaints / Returns Department
  Zevener Straße 9
  27432 Bremervörde
  
  
• The amount of the refund is calculated based on the actual purchase price paid. Any price changes after the purchase of the returned goods cannot be considered.
• Only goods purchased directly from Hecht Pharma GmbH, in their original condition and undamaged, are eligible for refund (this does not apply to consumer withdrawal rights).
• Goods purchased through pharmaceutical wholesalers must be returned directly to them.
• We will refuse acceptance of returns that arrive postage unpaid, insufficiently stamped, or damaged (this does not apply to consumer withdrawal rights).