Returns, Refunds and Cancellation Policy

This policy should be read alongside our Consumer Terms and Conditions of Sale. In the event of any conflict between this policy and our Consumer Terms and Conditions, this policy shall prevail in relation to returns, refunds, and cancellations.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

As a consumer purchasing online (at a distance), you have the legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1.1 You may cancel your order within 14 days of receiving the products, without giving any reason. If your order is delivered in multiple instalments, the 14-day period begins on the day after you receive the last instalment.

1.2 To exercise your right to cancel, you must notify us of your decision by a clear statement before the cancellation period expires. You can do this by contacting us as detailed on this website.

1.3 You may use the model cancellation form at the end of this policy, but you are not required to do so.

1.4 Once you have notified us of your cancellation, you have a further 14 days to return the products to us. Products should be returned to: HamTEK Ltd, Coombe Cottage, Coombe Lane, Cradley, Malvern, Herefordshire, WR13 5JF.

1.5 You are responsible for the cost of return postage unless the products are faulty or were incorrectly supplied.

1.6 Please ensure returned products are securely packed for safe transit. We recommend using a tracked delivery service, as we cannot accept responsibility for items lost or damaged in return transit.

1.7 Returned products must be unused, in the same condition as you received them, and complete with all accessories, manuals, and original packaging.

1.8 You have a right to inspect the products as you would in a shop, but if you handle them beyond what is necessary to establish their nature, characteristics, and functioning, we may reduce your refund to reflect any diminished value.

1.9 If you cancel within the cooling-off period, we will refund you the full price paid for the products, including the cost of standard delivery (if applicable). If you chose a delivery method more expensive than our standard delivery option, we will refund only the cost of standard delivery.

1.10 We will process your refund without undue delay and in any event within 14 days of the day on which we receive the returned products, or (if earlier) the day on which you provide evidence that you have sent the products back to us.

1.11 Refunds will be made using the same payment method you used for the original transaction.

2.1 The right to cancel does not apply to the following:

• products made to your specification or clearly personalised (for example, custom cables, modified equipment, or products built to order);

• sealed software, firmware, or digital products once the seal has been broken or the download has been activated (where you were informed before purchase that you would lose your cancellation right and you gave your consent); and

• sealed goods that are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery.

Your rights in this section are provided by the Consumer Rights Act 2015 and cannot be excluded or limited.

3.1 If a product is faulty, not as described, or not fit for purpose when delivered, you have the right to reject it and receive a full refund within 30 days of delivery.

3.2 After the initial 30-day period but within 6 months of delivery, you are entitled to request a repair or replacement. If the repair or replacement is not possible, not carried out within a reasonable time, or is unsuccessful, you are entitled to a full refund.

3.3 Between 6 months and 6 years after delivery, you may still be entitled to a repair, replacement, or partial refund for faulty products. After 6 months, you may need to demonstrate that the fault was present at the time of delivery or developed as a result of an inherent defect.

3.4 If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible. While we would appreciate notification within 7 days of delivery so that we can resolve the issue quickly, this is our preferred timescale and does not limit your statutory rights as set out above.

3.5 When reporting a problem, please provide:

• your order number;

• a description of the fault or issue; and

• photographs of the problem, if possible.

3.6 Where a product is confirmed as faulty, damaged, or misdescribed, we will cover the cost of return postage. We will either arrange a collection or reimburse your reasonable return postage costs.

4.1 In addition to your statutory rights, our products carry a 12-month warranty from the date of delivery, unless a different warranty period is stated on the product listing.

4.2 Under this warranty, if a product develops a material defect in workmanship or materials during the warranty period, we will, at our option, repair or replace the product. We will cover the cost of return postage for valid warranty claims.

4.3 This warranty does not cover defects caused by:

• accidental damage, misuse, or improper handling;

• failure to follow our instructions for use, storage, or maintenance;

• modification, tampering, or unauthorised repair; or

• normal wear and tear.

4.4 This warranty is provided in addition to your statutory rights and does not affect them.

5.1 All refunds will be issued to the original payment method used for the purchase.

5.2 Refund processing times are as follows:

• Cancellations (cooling-off period): within 14 days of receiving the returned products or evidence of return postage (see clause 1.10).

• Faulty, damaged, or misdescribed products: within 14 days of us confirming the fault.

• Warranty claims (where a refund is due): within 14 days of us confirming the claim.

5.3 Please allow a further 5–10 business days for the refund to appear in your account, depending on your payment provider.

5.4 If only part of your order is returned under the cooling-off period, we will refund the price of the returned products. Delivery charges will not usually be refunded for partial returns unless all remaining products in the order were faulty or misdescribed.

6.1 If you would like to exchange a product for an alternative, please contact us. Exchanges are subject to stock availability.

6.2 If the replacement product is a different price, we will either charge you the difference or refund the balance as appropriate.

Please contact us before returning any items so that we can issue a return authorisation and provide you with return instructions.

7.1 To initiate a return, contact us as detailed on this website.

7.2 We will confirm your return authorisation and provide you with the return address and any specific instructions.

7.3 Products returned without a return authorisation may be subject to delay in processing.

7.4 Please ensure all returned products are:

• securely packed to prevent damage in transit;

• sent using a tracked delivery service (we recommend this for your protection — we cannot accept responsibility for items lost in return transit where you have not obtained proof of postage); and

• accompanied by your order number and return authorisation reference.

8.1 This policy applies to consumer customers only. The statutory cooling-off period and the consumer rights set out in this policy do not apply to business customers.

8.2 If you are a business customer, returns and refunds are governed by our Business Terms and Conditions of Sale.

If you have any questions about this policy or wish to arrange a return, please contact us.

Model Cancellation Form

(Complete and return this form only if you wish to cancel your order)

To: HamTEK Ltd, [INSERT ADDRESS], [INSERT EMAIL ADDRESS]

I/We (*) hereby give notice that I/we (*) cancel my/our (*) contract of sale for the following products:

Product(s): _____________________________________________________________

Order number: ___________________________________________________________

Ordered on (*) / received on (*): ________________________________________

Name of consumer(s): ____________________________________________________

Address of consumer(s): __________________________________________________

________________________________________________________________________________

Signature of consumer(s) (only if this form is sent on paper): ___________________

Date: ___________________________________________________________________

(*) Delete as appropriate.