Heritage Hub Returns and Refunds Policy

This policy supplements Heritage Hub's General Terms and Conditions of Sale and Shipping Policy. It explains the steps to follow to withdraw, request a commercial return, report non-conformity, or obtain a refund.

1  The three applicable regimes

2  Legal right of withdrawal

Where applicable, the consumer has fourteen days from receipt of the product to notify Heritage Hub of their decision to withdraw, without needing to justify a reason. Where multiple products from the same order are delivered separately, the period runs from receipt of the last product.

Notification may be sent to contact@heritagehub.fr by means of an unambiguous statement or the standard form reproduced below. It is sufficient that the notification is sent before the period expires.

Standard withdrawal form

To the attention of SA & CONSULTANTS – Heritage Hub, 43 boulevard de Verdun, 92400 Courbevoie, France – contact@heritagehub.fr

I hereby notify you of my withdrawal from the contract for the sale of the following good: [product designation].

·        Order number: [to be completed]

·        Ordered on / received on: [to be completed]

·        Consumer name: [to be completed]

·        Consumer address: [to be completed]

·        Date: [to be completed]

·        Consumer signature, only in case of paper submission: [to be completed]

3  Return after withdrawal

After notifying their withdrawal, the customer must return the product within fourteen days at the latest. Before shipping, they are invited to write to contact@heritagehub.fr to receive instructions and the return reference.

Unless a different address is communicated in the return instructions, the package must be addressed to: SA & CONSULTANTS – Heritage Hub, 43 boulevard de Verdun, 92400 Courbevoie, France. No returns should be sent to the author, publisher, manufacturer, or another third party.

Direct return costs are the customer's responsibility in the event of withdrawal, unless Heritage Hub agrees to cover them or the law provides otherwise. The customer must keep proof of shipping until the refund is finalized.

4  Product condition and authorized handling

The customer may examine the product to the extent necessary to establish its nature, characteristics, and condition, as they could reasonably do in a store. They must handle rare albums, dedications, ex-libris, certificates, dust jackets, cases, protective sleeves, and provenance documents with particular care.

The right of withdrawal is not conditional upon keeping the shipping packaging intact. However, the customer may be liable for depreciation resulting from handling beyond what is necessary. Depreciation cannot be applied automatically: it must correspond to a real and justifiable loss of value.

The product must be returned complete, with the accessories, certificates, documents, and items received. It must be packed in a way that avoids any bending, moisture, rubbing, shock, or other damage during transport.

5  Refund after withdrawal

Heritage Hub refunds the amounts due, including standard shipping costs initially charged, no later than fourteen days after the date on which the withdrawal decision was communicated. The refund may be deferred until receipt of the product or until the customer provides proof of shipment, whichever occurs first.

The refund is made using the same payment method used for the order, unless the customer expressly agrees to another method and provided this change does not incur any fees. The surcharge for a more expensive delivery method than the standard delivery offered is not refunded.

6  Exceptions to the right of withdrawal

The right of withdrawal can only be excluded in cases provided for by law. For Heritage Hub's business, an exception may particularly concern a good made to the customer's specifications or clearly personalized at their request.

The rare, antique, second-hand, dedicated, or unique nature of an album or object does not, by itself, eliminate the right of withdrawal. Any applicable exception is clearly indicated on the product page and before the order is validated.

7  Commercial return up to thirty days

In addition to the legal right of withdrawal, Heritage Hub accepts, as a commercial courtesy, return requests made between the fifteenth and thirtieth day following delivery. This provision never reduces legal guarantees or rights exercised during the legal withdrawal period.

The commercial return is subject to Heritage Hub's prior agreement and the following conditions:

·        the product is complete, in its original condition, and without damage, annotation, excessive handling, or modification;

·        the accessories, certificates, ex-libris, supporting documents, protections, and documents received are returned;

·        the customer provides their order number or other proof of purchase;

·        the return is made according to the instructions provided and in packaging adapted to the value and fragility of the product;

·        the costs and risks of the return are borne by the customer, unless otherwise agreed in writing.

After receipt and inspection, Heritage Hub refunds the price of the product accepted for return. Within the scope of this commercial option, the initial shipping costs, express surcharges, return costs, and any import duties or taxes are not refunded, unless otherwise agreed in writing or legally required.

8  Sale or promotional items

Items on sale, discounted, or purchased using a promotional code benefit from the same legal right of withdrawal and the same legal guarantees as items sold at the regular price. They may also benefit from the thirty-day commercial return under the same conditions, unless a more favorable promotional condition is clearly announced.

9  Damaged, incorrect, or non-conforming product

If the package or product arrives damaged, if an item is missing, or if the product does not match the order or the description, the customer must contact Heritage Hub as soon as possible at contact@heritagehub.fr. They must indicate their order number and attach, where possible, photographs of the package, label, protective materials, and the product.

Failure to make a reservation with the carrier does not deprive the consumer of their legal guarantees. When non-conformity or an error is confirmed, Heritage Hub covers the costs necessary for the return and offers the solution provided for by law: bringing the item into conformity, replacement where possible, a price reduction, or cancellation of the sale with a refund.

Given the often unique nature of the items offered, an identical exchange may be impossible. In such cases, Heritage Hub will inform the customer and implement one of the other legally available solutions. This procedure is distinct from withdrawal and commercial returns.

10  Return shipping procedures

The customer must use sufficiently protective packaging and choose a service suited to the nature and value of the product. For any valuable item, Heritage Hub recommends a tracked shipment, insured for the value of the product and, whenever possible, delivered against signature.

In the context of a withdrawal or commercial return, the product is transported under the customer's responsibility until it is received by Heritage Hub. This rule does not apply when Heritage Hub itself provides the label or instructs the carrier to pick up a non-conforming or damaged product.

For a return from a country outside the European Union, the customer must follow the provided customs instructions and clearly identify the shipment as a returned shipment. Taxes or fees resulting from an incorrect declaration may remain the customer's responsibility where permitted by law.

11  Inspection and processing of the return

Upon receipt of the package, Heritage Hub checks the product's identity, condition, completeness, and the documents returned. An email confirms receipt and, where necessary, informs the customer of the follow-up to their request.

No refund may be refused solely on the basis of a general phrase such as "item used" or "packaging opened." When a deduction for depreciation is legally justified, its reason and amount are communicated to the customer.

12  Exchanges

The customer may request an exchange, but this depends on the availability of a truly equivalent product and the agreement of Heritage Hub. As collector's items are often unique, Heritage Hub does not guarantee the possibility of an identical exchange.

In the event of a simple change of mind, the customer may exercise their right of withdrawal or request a commercial return, then place a new order. In the event of a non-conforming or damaged product, legal guarantees apply according to the terms described above.

13  Refund not received

After confirmation of the refund by Heritage Hub, a banking delay may be necessary before it appears. If the refund does not appear, the customer is invited to check their account and then contact their card issuer or banking institution. If the situation persists, they may write to contact@heritagehub.fr, indicating their order number and the date of the refund confirmation.

14  Contact

To notify a withdrawal, request a return, or report a damaged or non-conforming product: contact@heritagehub.fr.

Postal address: SA & CONSULTANTS – Heritage Hub, 43 boulevard de Verdun, 92400 Courbevoie, France. Please do not send any packages before having received return instructions.