Returns & Refunds

We want you to be completely satisfied with your purchase. If you are not, you can return your item(s) within 30 days of receipt for a refund or exchange under the following terms:

General Return Conditions

• Items must be returned in new and unused condition, in their original packaging, with all labels, tags, and accessories included.
• When examining a product before returning, please exercise reasonable care to avoid any damage.
• Products that are damaged, used, or missing components may not qualify for a full refund.
• A Return Merchandise Authorisation (RMA) must be obtained before returning items. Contact Customer Services at 0330 123 0001* (option 2) to obtain your RMA.
• Clearly mark the RMA number on the outside of the package, ensuring no part of the original product packaging is defaced.

Return Process

1. Contact Customer Services to obtain your RMA and further instructions.
2. Package your item(s) securely to prevent damage during transit. Use a recorded delivery service to ensure the goods reach us.
3. Include your RMA and proof of purchase (e.g., order confirmation or receipt) inside the package.
4. Send your return to the address provided by Customer Services.

Important Notes

• Return shipping costs are not covered unless the return is due to our error or a faulty product.
• When selecting your carrier and service, ensure the product is fully insured for its value. As the buyer, you are responsible for the item until it reaches us. In the event of a loss, you would need to file a claim with the carrier.

Refunds

• Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be issued to your original payment method.
• Shipping costs for the original order are non-refundable unless the item was faulty or incorrectly delivered.

Faulty or Damaged Items

In the unlikely event that your product arrives damaged or develops a fault within 30 days of delivery, please contact Customer Services immediately to arrange a replacement, repair, or refund. Faults reported after 30 days will be subject to our warranty terms and conditions.

To report a damaged or faulty item:

1. Contact Customer Services with photographs of the damage or a description of the fault.
2. We will arrange a replacement or refund and provide further instructions for returning the defective item.

Change of Mind Returns

You may return any unused and unopened item within 30 days of receipt. Please note that return costs are non-refundable and must be pre-paid. If return costs are not pre-paid, they will be deducted from your refund. Once we receive and verify the item's condition, we will issue a refund, minus any applicable fees.

Exclusions

• Custom-made or personalised products.
• Items that cannot be returned for health or hygiene reasons if packaging has been opened (e.g., earplugs, face masks).
• Products that have been assembled or used, unless faulty.

Order Cancellations

If you wish to cancel an order before it has been shipped, please call us on 0330 123 0001* (option 2) as soon as possible. If your order has already been dispatched, you will need to follow the returns process outlined above.

Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other relevant legislation.

For further information, contact our Customer Services team at sales@ukhs.tv or call us on: 0330 123 0001*.

*calls to 0330 123 0001 are charged at your local geographical rate and this number will be included in any discount/free call package as part of your mobile/landline contract.