Question 1

Are payments secure?

Accepted Answer

Yes. Every purchase is processed securely through Stripe with built-in fraud protection. We never store your card details, and workshops only receive the information required to fulfil your order.

Question 2

What currency are prices shown in?

Accepted Answer

Prices are displayed in the currency you've selected in Account & Settings. You can change your preferred currency at any time. Payments are processed securely through Stripe, and your bank or card provider may apply exchange rates or conversion fees where applicable.

Question 3

What if a part doesn't fit my vehicle?

Accepted Answer

Every listing includes compatible vehicles and fitment information supplied by the workshop. Always check the listing before purchasing and contact the workshop if you're unsure. If a product was incorrectly represented, you can open a dispute and we'll help resolve it.

Question 4

Do I need an account to buy?

Accepted Answer

Yes. You'll need a HartHaus account to purchase products. Your account gives you instant access to your downloads and order history, lets you save your vehicles to discover compatible parts, create wishlists, and receive future updates to your purchases.

Question 5

How do I access my purchases?

Accepted Answer

Purchased files become available immediately after payment is complete. You'll find them in the Orders section of your HartHaus account, ready to download.

Question 6

How many times can I download my purchase?

Accepted Answer

Each purchase includes a single secure download. This helps protect the intellectual property of independent fabricators while ensuring buyers receive the files they've purchased.

Question 7

What if my download expires or fails?

Accepted Answer

If you experience a problem downloading your purchase, contact HartHaus support. We'll help verify your purchase and restore access where appropriate.

Question 8

Why are downloads secured?

Accepted Answer

HartHaus uses secure, time-limited downloads to help protect the original work of independent fabricators while ensuring legitimate buyers receive their purchases safely.

Question 9

Can I contact the fabricator before buying?

Accepted Answer

Yes. Every workshop has a public profile where you can get in touch, ask questions about compatibility, or discuss custom work before making a purchase.

Question 10

What's your return and refund policy?

Accepted Answer

Digital purchases are generally non-refundable once a file has been downloaded. If a product isn't as described, doesn't match its listing, or you experience a technical issue accessing your purchase, you can open a dispute from your order. Every case is reviewed individually to help reach a fair outcome.

Question 11

How do I open a dispute?

Accepted Answer

Open the order from your account and start a dispute from there. Describe the issue and include any relevant screenshots or supporting information to help the workshop and the HartHaus team resolve it as quickly as possible.

Question 12

What happens after I escalate a dispute?

Accepted Answer

If you and the workshop can't reach a resolution, escalating brings the HartHaus team in to review the order and step in to help find a fair outcome.

Question 13

Where can I see refunds I've received?

Accepted Answer

Any refund issued against an order appears in that order's summary within your account, so you can easily see the amount refunded and the current status.

Question 14

Who do I contact if something goes wrong with my order?

Accepted Answer

Start by contacting the workshop through your order — they know their products best. If you can't reach a resolution together, escalate the dispute and the HartHaus team will step in to help.

Question 15

How do I message a workshop?

Accepted Answer

You can message a workshop from their profile, a product listing, or your order. Conversations are stored in your HartHaus inbox so you can easily pick up where you left off.

Question 16

How do I contact the HartHaus team directly?

Accepted Answer

Visit our Contact page any time to get in touch with the HartHaus team. For order-related enquiries, including your order number helps us resolve your issue more quickly.

Question 17

Can I request a custom part?

Accepted Answer

Many workshops accept custom work. If you're looking for a modification, a variation of an existing design, or something completely new, send the workshop a message to discuss your requirements before purchasing.

Help & FAQ