Cancellation, Returns & Refunds Policy
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.
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.
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.
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
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
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.
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.
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.
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.
9. Seller Rights
HIUSpares.UK reserves the right to cancel your order at any time before dispatch.