Order Cancellations

If you wish to cancel your order, please notify us by email at info@hiuspares.uk before the parts have been ready for pickup. Once the parts are ready for pickup, the return policy below will apply.

Returns Window

• Products may be returned within 14 days of collection.

• After 14 days, returns may still be accepted but a 35% restocking fee will apply if the item is unused and still sealed.

Return Conditions

• Products must be returned in original condition and packaging, unused, undamaged, and with all accessories.

• If the product was sealed, the seal must remain unbroken.

• Items removed from sealed packaging are considered fitted and cannot be returned.

Return Costs

• Return shipping is the customer’s responsibility.

• Shipping charges are non-refundable.

• Return labels must be arranged by the customer.

• Returns can be made in-store or by post.

Non-Returnable Items

• Products that are used or fitted.

• Items with tampered or damaged packaging.

• Items and packaging not in their original condition (e.g., writing on boxes).

• Returned items are lost or damaged in transit due to poor packaging.

• Special order parts.

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Refurbished Product & Exchange Order Cancellations

✅ Before Refurbishment Begins

• If no work has started and the refurbished item has not yet been reserved, cancellation is:

  • Free of charge if the customer collects the exchange unit in person.

  • Subject to courier cost + 10% handling fee if the customer wants the exchange unit returned by delivery.

❌ After Work Has Started

• If refurbishment or reservation has already started:

  • The customer must pay the full listed price of the refurbished item.

  • The exchange unit can be:

    • Collected in person, or

    • Shipped back, with courier fee added to the charge.

• To cancel after the process has started, please call 0208 175 9188 for assistance. We will inform you of your options.

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Faulty Items

• Returns for faulty parts must include a written fault report from a Gas Safe Registered Engineer or a Registered Engineer.

• If, after testing, the item is found not faulty:

  • It may be collected in person (only 30% testing fee will apply), or

  • Shipped back to the customer (courier cost + 30% testing fee will be charged).

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Important Notes

• All refunds will be processed using the original payment method.

• Refunds are issued after inspection and confirmation that return conditions are met.

• For refurbished items, delays or refusals in payment or process confirmation may result in cancellation and re-sale of the item.

For Further Assistance

If you have any questions regarding returns, cancellations, or refunds, please feel free to contact us at:

📧 info@hiuspares.uk

We’re here to help you.