Welcome to HIUSPARES.UK.

This policy explains your rights and our procedures regarding cancellations, returns, exchanges and warranties — including 1-year warranty coverage for all refurbished products.

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1. Order Cancellations

• If you wish to cancel your order, please notify us at info@hiuspares.uk before the parts have been prepared or reserved.

• Once items are prepared or reserved, standard return rules apply.

• HIUSpares.UK reserves the right to cancel your order at any time before dispatch.

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2. Returns Window & Conditions (Unused / New Items)

• You may return new, unused products within 14 days of collection or delivery.

• Items must be in unused, unopened, original packaging, with all accessories.

• Installed, fitted, used, or unsealed items cannot be returned.

• Return shipping is the customer’s responsibility; original shipping fees are non-refundable.

• Returns after 14 days (if sealed and unused) may be accepted with a 25% restocking fee.

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3. Non-Returnable Items

Returns are not accepted for:

• Used, installed, damaged, or unsealed products

• Items with broken seals or missing parts

• Special-order/bespoke items

• Items damaged due to poor packaging during return transit

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4. Exchange / Refurbished Items & Cancellations

Before Refurbishment / Reservation Begins

• Cancellation is free if refurbishment has not started and the replacement unit has not been reserved.

• If you request return shipping of your old item, the courier cost + 10% handling fee applies.

After the Refurbishment / Reservation Has Started

• If refurbishment or reservation has begun, cancelling the exchange requires payment of the full refurbished item price.

• Unit can be collected or shipped (shipping fee applies).

• Contact: +44 20 8175 9188

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5. Faulty Items & Inspection Requirements

• All faulty-item returns must include a fault report from a qualified engineer (e.g., Gas Safe registered, HIU engineer, etc.).

• If the item is confirmed faulty, you will receive a replacement or refund.

• If the item is tested and found not faulty:

  • A 30% testing fee applies, and

  • You may collect it or pay for return shipping.

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6. Warranty for Refurbished Products (1-Year Guarantee)

All refurbished products are sold by HIUSPARES.UK include a 1-year warranty covering defects in materials and functionality.

• Warranty covers hardware faults under normal use.

• If a fault occurs within 12 months, the item must be returned for inspection.

• If confirmed faulty, we will repair, replace, or refund the item.

• Proof of purchase is required.

• Warranty applies only to the original purchaser.

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7. Refunds & Exchanges

• Refunds are issued only after the returned item is inspected.

• Refunds are sent to the original payment method.

• Change-of-mind returns require the customer to cover return shipping fees.

• For confirmed faulty/warranty claims, return shipping responsibility will be decided case-by-case.

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8. Customer Responsibilities

• Items must be packed securely for returns.

• Returned items must match the product originally purchased (especially for exchange/refurb processes).

• For warranty or fault claims, engineer reports are mandatory.

• For cancellations after the refurbishment has begun, the refurbished unit must be accepted and paid in full.

• For sealed items returned after 14 days, a 25% restocking fee applies.

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9. Seller Rights

• HIUSpares.UK reserves the right to cancel your order at any time before dispatch.