Order & Exchange Policy
Welcome to HIUSPARES.UK
We aim to process your orders quickly, accurately, and transparently. Please read the policy below to understand how orders, payments, collections, cancellations, and exchange items are handled.
1. Placing an Order
When you place an order through our website, you will automatically receive an “Order Received” email.
This email confirms that we received your request, but it does not mean the order is accepted.After receiving your request, our team checks stock availability, product condition, and whether the requested item can be supplied.
If a product is out of stock or cannot be supplied, we will contact you immediately.
You may choose to wait for restock or cancel the order.
2. Order Acceptance & Preparation
Your order is accepted only after stock is confirmed and the item is prepared.
Once your items are ready, we will send you a “Ready for Collection” or “Ready for Shipment” email.
For Click & Collect orders, do not visit the store until you receive this confirmation.
3. Payment Methods
We now support both Click & Collect and Online Orders.
A) Online Orders – Payment Link
If you place an online order, once your item is confirmed and ready, you will receive a secure payment link via email (or SMS).
You can pay by debit/credit card using this link.
No item will be shipped or reserved until payment is completed.
B) Click & Collect – Pay in Store
If you choose Click & Collect, you may pay:
In-store by card or cash
Or via a payment link if you prefer paying before collection
Your order is prepared only after stock confirmation.
4. Collection & Delivery
Click & Collect
Once you receive the “Ready for Collection” email, you may collect your item from our store.
Please collect within 2 business days (excluding Sundays).
Uncollected orders will be automatically cancelled, and stock will be released.
Online Orders
After you have completed your payment through the link, we will pack and dispatch your items.
Orders placed before 1 PM are dispatched the same working day, subject to carrier pickup availability.
If payment is not completed by 1 PM, the order will be dispatched on the day the payment is received.
Saturday and Sunday are non-dispatch days; orders are only sent on weekdays during the specified hours.
You will receive a confirmation email with tracking (if applicable).
We use FedEx for all deliveries, which require a signature.
Orders of £1,000 or more qualify for free delivery.
Once your order has been shipped, any courier delays, disruptions, or delivery issues are outside our responsibility.
After dispatch, tracking and ensuring the successful receipt of the parcel is the customer’s responsibility.
The customer is also fully responsible for providing accurate and complete delivery address details to ensure correct delivery.
5. Order Cancellation
If you want to cancel your order, please email us as soon as possible at:
info@hiuspares.ukClick & Collect orders that are not collected within 2 business days are automatically cancelled.
If preparation has already started or the product has been reserved, cancellation may not be possible.
6. Exchange Items (Old Unit Return for Refurbished Products)
For refurbished or exchange-based products:
You must return the matching old part to the designated address or hand it over at the store.
After receiving your old part, we will process it within up to 2 business days.
Once approved, your refurbished replacement part will be:
Prepared for collection, or
Shipped after payment completion (if online order)
If you have not yet paid, a payment link will be sent to you.
No item will be shipped or released before payment.
7. Cancelling an Exchange Order (After Sending Your Old Part)
If you decide to cancel the exchange after sending your old part:
A) If no work has started
You may take back your old part.
Only:
Return postage (if shipped) +
A 10% handling fee
will be charged.
B) If the refurbished item has already been prepared or reserved
A full refurb product fee will apply.
Additional shipping charges may also apply (if applicable).
Please contact us immediately at +44 20 8175 9188 so we can check the status of your exchange process.
8. Customer Responsibilities
Ensure that the email address and phone number used during the order are valid, as payment links and updates are sent electronically.
When collecting a Click & Collect order, bring your confirmation email or order number.
Returned old parts must match the model and type declared during the order.
If not, the exchange may be refused.If you need to cancel or modify an order, notify us as soon as possible.