Consumer Terms of Service

Introduction

These consumer terms apply when you buy from Hanicks Ltd as a consumer — that is, as an individual buying wholly or mainly for personal use, not for a business or trade purpose.

These terms are in addition to, and do not replace, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these terms reduces them.

If you are a trade buyer (buying for business use), our Terms of Service apply instead.

Your contract with us

These terms are between you and Hanicks Ltd (company number 12703276, VAT number GB353658281, registered office Hanicks, Kelham Street, Doncaster, England, DN1 3QZ).

When you place an order on our website, you are making an offer to buy. The contract is formed when we dispatch the goods, or tell you your Click & Collect order is ready — not when you receive an order confirmation email.

If we cannot fulfil your order (for example, an item is out of stock despite appearing available), we will tell you and refund anything you have paid.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day you (or someone you name) receive the goods. You then have a further 14 days from telling us to send the goods back.

To cancel, tell us clearly — for example by emailing [email protected] with your order number, or by calling 01302 279234. You may use the model cancellation form in our Delivery & Returns Policy, but it is not obligatory.

No restocking fee

We never charge a restocking fee when you use this right, including for standard catalogue parts we ordered in specially from a supplier.

Exceptions

The right to cancel does not apply to goods made to your specification or clearly personalised. A standard catalogue part is not in this category.

Care of the goods

Take reasonable care of the goods. You may unpack and inspect a part as you could in a shop. If you handle them more than that, we may deduct for any loss in value. Opening the packaging alone does not remove your rights.

Voluntary 30-day change-of-mind returns

In addition to your legal rights, we accept change-of-mind returns within 30 days of the date of purchase if the parts are:

• unused, unfitted and undamaged;
• complete, with all items and instructions included; and
• in their original packaging, with seals intact where the part was originally supplied sealed.

Fitted, damaged or incomplete parts are excluded from this voluntary policy. If your legal rights give you longer, the legal right applies instead. There is no standard restocking fee.

You pay return postage for goods you no longer want; we tell you this before you buy. We refund within 14 days of receiving and checking the goods. We do not offer direct exchanges: return the part for a refund and place a new order.

Refunds

If you cancel your order, we refund the price you paid for the goods and the standard delivery cost within 14 days of receiving the returned goods, or of you giving proof you have sent them back, whichever is earlier.

If you chose a more expensive delivery service than our standard one, the extra is not refunded.

We may deduct from the refund if the goods show loss in value from handling beyond what is necessary to establish their nature and characteristics.

Refunds are made to your original payment method (Klarna refunds are processed through Klarna). If that is not possible, we will arrange an alternative.

Faulty or incorrect goods

If a part is faulty, not as described, or we sent the wrong item, your legal rights apply (Consumer Rights Act 2015). Contact us with your order number and photos if you can. We cover reasonable return costs and no restocking fee applies.

If goods are faulty, you have the right to:

• Within 30 days of delivery: a full refund if you reject the goods
• After 30 days: a repair or replacement, and then to a refund or price reduction if that fails
• For the first six months: a fault is presumed to have been there on delivery unless we can show otherwise
• Up to six years (five in Scotland): a claim can be made, taking into account the age and condition of the goods

We assess each claim on the evidence. Customer-caused damage or incorrect fitting is treated differently, but the voluntary returns conditions are never used to refuse a valid faulty-goods claim.

Delivery

We aim to deliver within the timescales stated at the point of order. Delivery times are estimates, not guarantees. Unless we agree a different date, we will deliver within 30 days of your order.

If delivery is significantly delayed (more than 30 days after your order), you may cancel the order and receive a full refund.

Risk of damage or loss passes to you on delivery. Ownership passes to you once we have received full payment.

Pricing

All prices shown include VAT at the prevailing rate unless otherwise stated.

If there is a pricing error on our website and the price is obviously wrong (for example, a £200 valve shown at £2), we are not obliged to supply at that price. We will contact you before dispatch to confirm the correct price, and you may cancel for a full refund if you do not wish to proceed.

Complaints

If you are unhappy with any aspect of your order, contact us at [email protected] or call 01302 279234.

If we cannot resolve your complaint, you may refer it to the relevant Alternative Dispute Resolution (ADR) provider or the courts of England and Wales.

Nothing in these consumer terms affects your statutory rights.

Hanicks Ltd, company number 12703276, VAT number GB353658281.