HENKO RETURNS & REFUNDS POLICY

Version 1.0

Last Updated: 14-06-2026

1. PURPOSE

This Returns & Refunds Policy explains the procedures and conditions relating to returns, refunds and transaction cancellations on the Henko Marketplace.

The purpose of this policy is to create a fair and transparent process for both buyers and sellers.

This policy forms part of the Henko Marketplace Terms & Conditions.

2. RETURN ELIGIBILITY

Buyers may request a return when:

  • The product differs significantly from the description.

  • The product contains undisclosed defects.

  • The wrong product was delivered.

  • Important accessories are missing.

  • The product arrives damaged.

  • A valid warranty claim has been approved.

Henko reserves the right to review each return request individually.

3. RETURN WINDOW

Buyers may submit a return request within:

Forty-Eight (48) Hours

after receiving the product.

Return requests submitted after this period may be rejected.

4. INSPECTION PERIOD

Upon delivery, buyers have:

Forty-Eight (48) Hours

to inspect the product.

Buyers should immediately verify:

  • Product condition

  • Functionality

  • Included accessories

  • Shipping damage

  • Accuracy of the listing

Issues should be reported as soon as possible.

5. PRODUCTS MUST BE RETURNED IN ORIGINAL CONDITION

Returned products must:

  • Be complete.

  • Include all accessories.

  • Include supplied documentation.

  • Be packaged appropriately.

  • Be in substantially the same condition as received.

Henko reserves the right to reject returns where products have been altered, modified or damaged after delivery.

6. CHANGE OF MIND RETURNS

Henko is a marketplace for used professional equipment.

Returns based solely on:

  • Buyer’s remorse

  • Personal preference

  • Finding a cheaper alternative

  • No longer needing the product

may not automatically qualify for a refund.

Henko reserves the right to assess such requests individually.

7. PRODUCTS NOT AS DESCRIBED

A product may qualify for return when it differs materially from the listing.

Examples include:

  • Incorrect condition rating.

  • Undisclosed defects.

  • Missing accessories.

  • Incorrect model.

  • Significant cosmetic discrepancies.

  • Functional issues not disclosed before sale.

Where confirmed, Henko may approve a return and refund.

8. SHIPPING DAMAGE

Products damaged during transport may qualify for return or compensation.

Buyers should provide:

  • Photographs of the product.

  • Photographs of the packaging.

  • Shipping labels.

  • Description of the damage.

Failure to provide supporting evidence may affect claim eligibility.

9. MISSING ACCESSORIES

If accessories explicitly included in the listing are missing upon delivery, Henko may:

  • Require shipment of the missing items.

  • Approve partial compensation.

  • Approve a return.

Accessories not listed are not automatically included.

10. RETURN AUTHORIZATION

Buyers must obtain return authorization from Henko before returning products.

Unauthorized returns may be refused.

Henko may provide:

  • Return instructions.

  • Return address information.

  • Packaging requirements.

  • Shipping recommendations.

11. RETURN SHIPPING RESPONSIBILITY

Return shipping responsibility depends on the reason for return.

Seller Responsibility

The seller may be responsible when:

  • Product was misrepresented.

  • Product was defective.

  • Product was incomplete.

  • Product was incorrectly described.

  • Product suffered transport damage due to inadequate packaging.

Buyer Responsibility

The buyer may be responsible when:

  • Returning for personal preference.

  • Returning for compatibility reasons not caused by inaccurate listing information.

  • Returning without a valid marketplace claim.

Henko reserves the right to determine responsibility.

12. REFUND ELIGIBILITY

Refunds may be approved when:

  • Return is accepted.

  • Product is received back.

  • Product condition is verified.

  • Return requirements have been met.

Refunds are not guaranteed until inspection is completed.

13. REFUND METHODS

Refunds will normally be issued using the original payment method.

Alternative refund methods may be used where necessary.

Processing times depend on:

  • Payment provider

  • Banking systems

  • Transaction method

14. PARTIAL REFUNDS

Henko may approve partial refunds where:

  • A defect does not justify a full return.

  • Missing accessories can be compensated.

  • Minor issues are identified after delivery.

Partial refunds may provide a faster resolution for both parties.

15. WARRANTY RETURNS

Products approved under the Henko Warranty Policy may qualify for:

  • Repair

  • Replacement

  • Partial refund

  • Full refund

The chosen remedy shall be determined by Henko.

16. NON-RETURNABLE ITEMS

The following may not qualify for return:

  • Products altered after delivery.

  • Products damaged by the buyer.

  • Products modified without authorization.

  • Products returned incomplete.

  • Products with removed serial numbers.

  • Products showing evidence of misuse.

17. RETURN PACKAGING REQUIREMENTS

Buyers must package returned products appropriately.

Products damaged during return shipping due to inadequate packaging may affect refund eligibility.

Henko may request photographs of packaging before shipment.

18. INSPECTION OF RETURNED PRODUCTS

Returned products may be inspected upon arrival.

Inspection may verify:

  • Product identity.

  • Product condition.

  • Functional status.

  • Included accessories.

  • Compliance with return requirements.

Inspection results may influence refund outcomes.

19. FRAUD PREVENTION

Henko reserves the right to reject claims where:

  • Evidence is misleading.

  • Products have been intentionally damaged.

  • Fraudulent activity is suspected.

  • Returned products differ from the originally purchased item.

Marketplace accounts involved in fraudulent activity may be suspended or permanently removed.

20. DISPUTE RESOLUTION

Henko may mediate disputes relating to:

  • Returns

  • Refunds

  • Shipping issues

  • Product condition

  • Missing items

Henko may request additional information from both buyer and seller.

21. REFUND LIMITATIONS

Refunds shall not exceed the original purchase value of the product.

Henko shall not be liable for:

  • Consequential losses.

  • Lost business opportunities.

  • Indirect damages.

  • Third-party costs.

22. POLICY CHANGES

Henko reserves the right to amend this Returns & Refunds Policy at any time.

Updated versions shall be published on the Henko website.

Changes will not affect transactions already completed prior to the update.

CONTACT

Henko Marketplace

Email: sales@henko-store.com

Website: www.henko-store.com

The Netherlands