Refund and Returns Policy

It’s important to us that you’re happy with your purchase. If you’re not satisfied with your product, you can return it within 14 days, and we will give you a full refund by the same method as your original payment*.

*subject to the below terms & condition including administration charges.

Please Note

• All returns require a returns number, please fill out the form below and provide as much information as possible, this will speed up the returns process.
• We can not accept returns to our depot without prior authorisation from our aftersales team.
• The returns number must be clearly highlighted on the outside of the package on a separate sheet in such a way that it does not damage the original retail packaging.
• Returned items are your responsibility until they reach our depot, so please make sure they’re packed up properly and can’t get damaged on the way as we are not liable for any damages.
• As the parcel is your responsibility until it arrives back to us, ensure that you obtain proof of postage with tracking and photo POD in case you have to contact us about your return.
• Our terms and conditions relating to returns are listed on the bottom of the page.

Terms and Conditions for Returns

We always want to make the return process as easy as possible for you. Here are some key points to remember while returning any goods.

Need to return an item?

If you wish to return unwanted goods to Hi-Tech Isolutions we are happy to accept them back in resalable condition for a full refund subject to our terms and conditions as agreed to at the time of purchase.

In the case of damage in transit we may ask you to provide photos, This is simply because photographs can convey quickly the exact nature and extent of the damage. They will help us make a claim with our couriers and they can be used to help improving packaging.

We don’t accept returns for unwanted items after the 14 day returns period above. If your order is returned to us without authorisation, we will have to send it back to your delivery address and ask you to cover the delivery costs.

If items are returned to us in an un re-saleable condition, as a business, we have the right to reject the return and we may ask you to cover the delivery cost to send it back to you.

All returned items will be refunded once they arrive at our warehouse. Should you require a different product? Simply place a new order as we don’t offer an exchange service.

IMPORTANT:

Please do not send anything back to us before you have had a returns number from us as this will delay the process.

If your request is approved you will be provided with full instructions on how to package the goods and how to address the package.

Changed Your Mind / Ordered In Error

You may return your order within 14 days from the day following delivery, subject to the following conditions and easy returns procedure.

• The returns number must be clearly highlighted on the outside of the package in such a way that it does not damage the original retail packaging.
• When the goods are returned to our warehouse they will be inspected to ensure all parts are present and in a good condition.
• After informing us within the 14 day period you then have a further 14 days for the goods to be returned to us at Hi-Tech Isolutions.
• We will then issue you a full refund for the good’s that have been returned.
• If the goods have been dispatched to you and then you have ‘changed your mind’ you are responsible for the cost of sending the items back to us.
• For the purposes of this policy an error made when ordering on your behalf will be treated exactly as if you have ‘changed your mind’.
• Any costs incurred to us for the refusal of a courier delivery will be deductable from your refund.

Damaged Goods / Missing Items

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However items can get damaged in transit and whilst often it is only the packaging that is damaged, the products themselves are occasionally affected. Items also can occasionally get misrouted or lost in transit. If you have experienced this with your order please fill out our online returns form immediately and we can get the situation resolved quickly. Please note, for damaged items we require pictures to speed up the process.

• You agree to open all the boxes and check the goods for damages or missing items on the day of delivery.
• Trading Depot must be notified within 2 days of the delivery, if we are NOT notified within 2 days we are unable to claim from either the manufacturer or the carrier.
• You agree to indemnify us in full for any losses we suffer because of your failure to notify us within 2 days.

For large items delivered on pallets and bathroom sanitary ware:

You agree to check the goods for damage before signing the drivers’ delivery note. Writing ‘unchecked’ is still considered that the goods have been received in good condition and later claims for damages will not be considered. If the driver refuses to wait whilst you check the goods then you must refuse the delivery and contact us at sales@hi-techisolutions.com. If someone else is signing for the goods on your behalf you agree to advise them to check all the goods and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery.

Faulty Items

In the unfortunate event you receive a faulty item please see below for our procedures. If an item has or develops a fault within the warranty period, please contact the manufacturer directly to arrange a repair or replacement. In most cases the manufacturer will arrange a collection and repair at no cost to yourself.

We always ask that you speak to the manufacturer directly first for assistance, however we are more than happy to deal with any warranty issues should this be suitable for you, this will mean going between yourself and the manufacturer for information. For this reason we recommend you return any faulty products directly to the manufacturer.

• All goods are tested on return to verify the fault and always before a replacement or refund is processed.
• We will refund the costs of the goods and the delivery charge if the goods are tested and proven to be faulty by the manufacturers.
• Any goods proven to be non-faulty will be returned to you.

Important Please Note: Once an item has been installed, the warranty is with the manufacturer. So if your item develops a fault after installation it must go through the manufacturers warranty.