This policy applies to the sale of goods directly to consumers by He-Man Dual Controls. For more information about your right to return goods as a trader, please see the Exceptions section.

Returning Goods

You have the right to return goods within 30 days following receipt of your order. The goods must be returned in the original condition they were sent to you and any damages or defects (including attempts to install) will invalidate the return.

You are entitled to a full refund of the cost of items returned in their original condition when we have been notified of the return within 14 days of receipt. Goods must be received within 14 days of notification of return and it is your responsibility to ensure this.

Where notification of return is received between 15 and 30 days of receipt, a standard £30.00 (exclusive of VAT) restocking and administrative fee will be deducted from your refund.

We reserve the right to charge additional fees for rectification work carried out if items are found to require repair or replacement to be returned to their original condition.

Delivery costs, including costs incurred in returning goods, will not be refunded – except where items are identified as faulty. Once your return is received and inspected, we will call you or send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

These rights of return do not impact upon your statutory rights.

Faulty Goods

If you discover a fault with your goods as delivered, please contact our Sales team using the contact details listed in this policy. To enable us to investigate and rectify the fault we will ask you to supply:

• A photograph or video of the goods, clearly showing the fault
• A photograph or video of the product’s serial number, where applicable

Please note that we cannot take responsibility for damage to goods which has occurred during installation.

Notification and Contact Details

To notify us of a planned return, please contact the Sales team through one of the following methods:

•  Tel:         023 8022 6952
•  Email:    sales@he-mandualcontrols.co.uk

Notification of any damages or shortages with delivered goods should be made within 48 hours of receipt. Notification of the return of unwanted goods must be made in accordance with the ‘Returning Goods’ section above.

Returns should be addressed to:

 

He-Man Dual Controls LTD

Returns and Refunds

Unit J, Centurion Business Park

Southampton

SO18 1UB

We recommend using a tracked or signed for delivery service to return goods. We cannot accept any liability for returns that are lost in transit unless we have organised for their return. Please include a copy of your invoice in with the returned goods to enable us to process your return as quickly as possible.

Refunds

All refunds must be processed to the original method of payment. Refunds may be processed via the following methods:

·         Bank transfers                                   Up to 10 working days

·         Card refunds                                      Up to 5 working days

·         Shopify [online orders]                  Up to 10 working days

·         Cash                                                      Personal appointment[1] 

Exceptions

Bespoke & Made to Order Goods

There may be instances where we agree to manufacture goods specifically for an individual customer which are not part of our usual schedule of production. No return will be accepted except where fault is found.

This exception will be made clear at the point of sale, but may apply to the following agreements:

• Goods which have been manufactured specifically for an individual customer, e.g. a bespoke design
• Goods which are not typically held in stock and are produced to individual demand (“made to order”)
• The quantity of goods ordered exceeds typical production levels and a bespoke manufacturing order is required

 

Business to Business Sales

“Business to business” sales are considered as those made to businesses looking to sell or lease goods purchased from He-Man Dual Controls to customers, rather than to purchase them for personal use. This category includes but is not restricted to limited companies, partnerships, charities and sole traders.

As a business customer, we will also accept return of your goods within 30 days following receipt of your order. The goods must be returned in the original condition they were sent to you and any damages or defects (including attempts to install) will invalidate the return.

A standard £30.00 (exclusive of VAT) restocking and administrative fee will be deducted from your refund. We reserve the right to charge additional fees for rectification work carried out if items are found to require repair or replacement to be returned to their original condition. 

Once your return is received and inspected, we will call you or send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and advise on the necessary steps to process this.

These conditions may be superseded by an individual written agreement made between yourself and He-Man Dual Controls.