FREQUENTLY ASKED
QUESTIONS.

Browsing the site, viewing the catalog and searching for references are open to everyone.

To place a B2B order, access your pricing conditions, request a quote or view your commercial documents, a validated professional account is required.

You can request your account directly from our B2B Portal.

You can search for a product by Donaldson reference, OEM reference or competitor reference directly from our catalog.

If you don't know the exact reference, send us the information available on your equipment: brand, model, serial number, engine, the reference of the filter currently fitted or any other useful technical data.

Our team can help you identify the right Donaldson reference.

Yes.

Send us your OEM reference or the competitor manufacturer's reference and our team will look up the appropriate Donaldson match.

Our catalog also lets you search by reference when the cross-reference is already recorded in our database.

We recommend checking the reference specified by your equipment manufacturer and comparing it with the reference shown on our site.

If in doubt, contact us before confirming your order with the available information: filter reference, machine brand and model, serial number, engine or other relevant technical data.

Our team can perform a compatibility check before ordering.

Yes. HBMFiltration is an authorized Donaldson distributor.

The Donaldson filtration products sold on our site are genuine Donaldson products, sourced through the manufacturer's official supply channels.

They benefit from the warranty conditions applicable to genuine Donaldson products.

We offer a wide range of Donaldson filtration solutions for industrial, agricultural, construction, mining, port and Off-Highway equipment, including:

• air filtration
• fuel filtration
• oil filtration
• hydraulic filtration
• liquid filtration
• industrial filtration
• compressed air filtration
• solutions for engines and heavy equipment
• filtration systems and accessories

If a reference does not appear on the site, our team can check its availability directly with the manufacturer.

Yes. For many types of equipment, we can build maintenance kits combining several filters — for example air, fuel, oil or hydraulic circuits.

To let us prepare the right kit, send us the brand, model and, if possible, the serial number of your equipment.

Customers with a professional account can also save their references or recurring needs from their B2B portal.

Contact us directly.

Our online catalog contains a large number of references, but some may not yet be visible on the site.

Simply tell us the reference you are looking for, the quantities required and, where useful, your equipment information. We will check its availability or whether a matching Donaldson solution exists.

There is no fixed minimum order for standard references.

For volume orders, full pallets, regular supply or specific needs, we can put together a tailored commercial offer.

Send us your reference list and the quantities required. Our team usually replies within 48 working hours.

Yes.

For professional customers with regular needs, large volumes or several pieces of equipment to maintain, we can set up commercial terms adapted to volume and order frequency.

These terms are assessed case by case with our sales team.

You can send your request from our contact form or directly from your B2B Portal.

To process your request quickly, please indicate where possible:

• Donaldson, OEM or competitor references
• the quantities required
• machine information if the reference is not known
• your country or delivery address

Our team then checks matches, prices, availability and transport terms before sending you an offer.

For some references we have an up-to-date price that can be shown directly on the site.

For other products we need to check current prices, availability or commercial terms with Donaldson or our supply centers.

These references are therefore marked as available on request, so we can give you up-to-date information when you need it.

After you have selected the products and submitted your order request, our team checks references, quantities, prices, availability and transport terms.

We usually get back to you within 48 working hours with an order confirmation or a quote setting out the applicable conditions.

Once this offer is approved, the payment instructions (bank transfer) are sent to you to finalize the order.

Preparation and shipping then begin in line with the agreed terms. You can follow progress (order confirmed, processing, in preparation, shipped) from the Order Tracking page and your B2B Portal.

For a first order or an order requiring commercial validation, payment takes place after prices, availability and transport costs are confirmed.

Once the order is validated, we send you the information (bank details and payment reference) needed to pay by bank transfer.

For regular professional customers with a validated account, specific payment terms may be set up depending on business volume and the commercial relationship.

Payment is made by bank transfer.

The applicable terms (amount, reference, any due date) are communicated when your order is confirmed.

B2B accounts with specific commercial terms may also have payment arrangements agreed with our team.

A credit line (deferred payment up to a set ceiling) may be considered for verified professional accounts, after the B2B account is opened and validated.

Our team reviews your request and the required administrative documents before defining any payment terms and the credit level granted.

Customers with a professional account can view and download their invoices and order-related documents from their B2B Portal.

You can also contact our team if you need a duplicate or a specific document.

We deliver to customers in France, Europe, Africa and many other countries.

Delivery options, lead times and any customs formalities are confirmed when the quote is drawn up or the order is validated.

Lead times depend on reference availability, storage location and final destination.

For available products, preparation and shipping are generally carried out from our suppliers or supply centers within days of order validation. Transport time is added to this preparation time.

As a guide:

• France: about 3 to 5 working days of transport
• International: about 7 to 14 working days, depending on destination, transport mode and any customs formalities

For certain references or destinations, an express transport solution can also be offered. Estimated times are confirmed at quote or order stage.

Yes. Transport costs are the buyer's responsibility. Two options are available:

You organize transport yourself: you appoint your own carrier to collect the goods at the stated location.

We organize transport for you: our team selects a solution suited to the weight, volume and destination of your order. Depending on the type of shipment, we can offer in particular:

• express transport by DHL, UPS or another provider
• road transport
• pallet transport
• sea freight or another suitable international solution

The corresponding costs are communicated before the order is finally confirmed.

Yes.

For large or recurring orders, we can arrange palletised shipments or freight transport.

The transport mode is selected according to the dimensions, weight, destination and specific constraints of the order. We can also consolidate several parcels or pallets in a single shipment where relevant.

Yes.

You can choose to manage transport yourself and arrange collection of the goods with your own provider.

In this case, we send you the information needed to organize the collection. Responsibility for transport and any claims with the carrier then lies with the arrangement chosen by the buyer.

When your order is shipped with a service offering tracking, the transport information is sent to you by e-mail.

You can also check the status of your orders from the Order Tracking page and your B2B Portal, once your professional account is active. If transport is managed by HBMFiltration (e.g. DHL), a tracking number and a link to the carrier are provided at shipping.

For specific shipments, in particular pallets or freight, the available tracking information is sent to you directly by our team.

Returns are generally not accepted.

Any return request must be subject to prior agreement from our team and depends in particular on the product concerned, its condition, its packaging and the return conditions applied by the manufacturer or supplier.

In certain exceptional cases, a return may be accepted with restocking fees of up to 25% of the value of the product sold.

We therefore recommend carefully checking references, quantities and product compatibility before confirming your order.

We recommend inspecting the parcels carefully as soon as they are received.

In the event of visible damage, immediately take photos of the parcel, packaging, transport label and the products concerned, then contact our team as soon as possible and within a maximum of 48 hours after receipt.

If you arranged transport yourself, you must also file the claim directly with your carrier. If transport was arranged by HBMFiltration, our team will handle the necessary steps with the carrier.

To ensure shipment traceability, the condition and preparation of parcels may also be recorded before dispatch.

Genuine Donaldson products benefit from the manufacturer's warranty applicable to the product concerned.

If you believe a product is defective, contact our team stating:

• the product reference
• your order number
• a description of the problem
• photos or any other element that helps analyze the situation

We will assist you in opening and following up the claim with the manufacturer where the warranty conditions are met.

Yes.

For companies with several machines, a fleet or regular maintenance needs, we can help you centralize and identify your Donaldson filtration references.

You can send us a list of machines, references or recurring consumption so our team can study a solution suited to your organization and volumes.

You can contact us via our contact form or directly from your B2B Portal.

To speed up your request, please indicate as much as possible:

• your company
• the reference sought
• the quantities required
• equipment information if needed
• your delivery country

Our team usually replies within 48 working hours.