If goods arrived damaged from the courier
In the unlikely event that your product has arrived damaged by the courier, we would request you to notify them of delivery as an official notice to the carrier and advise us immediately.
We advise all our customers to check their items for any visible packaging damage/dents/ scratches or missing parts upon delivery so to make sure we can claim and assist you swiftly. We would kindly request you to either sign for the delivery as “item received damaged or packaging damaged” as proof for reference and to advise us to raise with the courier company a claim.
Faulty as new product received
All products sold on the website are covered with the 12 months manufacturer’s warranty (sometimes longer depending on the manufacturer). Should your product become faulty within the first 30 days after it was delivered to you, we will replace the item for you without any charge using a pre-paid label which will be emailed to you, however, your item will need to be inspected first. Any self-damage or misuse is not covered under the terms of the warranty and return policy.
Kindly Note: Please ensure the goods are packed safely in their original packaging as received, along with all other items and accessories.
After we have received your product in our warehouse, our engineers will inspect the fault highlighted and contact you.
Important notice: time limit for notification of claims: If goods arrive in a damaged condition you must inform us within 7 days of the date of delivery and we will either replace the goods at no charge or refund any money paid by you for the goods once we have notified the courier company and the claim has been approved by them. If the goods returned under this condition are found not to be defective and in full working order, you will be contacted and they will be returned to you minus any engineer cost for their time. Please ensure goods are indeed faulty by contacting our team and or the manufacturer's support team for advice. A potential administration fee of up to 15% of the price of the goods, along with the cost of carriage will be charged to you, to cover the costs we have incurred.
Plasma/LCD Screens: Please note that today’s production techniques cannot guarantee an absolutely perfect Plasma/LCD screen display and buyers should be aware of the possibility of imperfections in the form of a few isolated constantly lit or unlit pixels (or stuck pixels). As a result of this, there is a commonly accepted tolerance level by which Plasma/LCD screens may display such imperfections without being classified as faulty. As such, we can only take back displays as faulty for refund/repair if the number of affected pixels exceeds the manufacturer’s guidelines, subject to the Terms and Conditions. Please check with the relevant manufacturer as to their tolerance level.
Many of the goods we sell are of a technical nature and unfortunately, it is not practical to publish detailed specifications of all the goods and keep specifications 100% up to date. All drawings, descriptive matter, specifications, and advertising on our website are for the sole purpose of giving approximate descriptions of the goods. However, it can be that your goods do not conform to the exact specification displayed on the website relating to such goods at the date of purchase.
As you can appreciate, we shall not be liable to you, for any failure or delay in the performance of our contract if it is due to an event beyond our reasonable control. Including, without limitation, acts of God, war, industrial dispute, fire, flood, tempest and national emergencies and if so delayed, we shall be entitled to a reasonable extension of time for performing such obligations.
The contract between us shall be deemed, to have been made in England and shall be governed by the laws of England and Wales.
You have the right to cancel your order in part or full, and to return the product within 14 days should you change your mind. However, you will be liable for the cost of returning the product back to us via a safe and secure method. Please notify us via email within 14 working days.
All goods must be returned unused, complete, including accessories, and in the original packaging and condition, they were supplied in. To help us administer your return, please return all goods with a copy of the order reference/order number within. P&P fulfilment and if you have paid for any premium delivery service including express delivery etc. would not be refunded.
All in-ear headphones, personal care products, and similar are not covered by the unwanted return policy due to hygiene reasons unless they are in an unused condition.
General conditions for return
- Requests for the return of items must be made in writing by e-mail for a mutual audit trail (not on the phone, although we can assist you on the phone with queries).
- All requests for return should provide the following details:
- The correct order (reference) number
- Reason for return
- In the case of faulty products, the nature of the fault
- All returned goods should include a note with the same details as required for the request for return (a printed copy of your correspondence with us to return the item will suffice).
- We strongly recommend that any packages you send back to us are fully insured and that you ship using a service that can provide proof of delivery.
- We will not be responsible for any items which you send back to us that are lost or damaged in transit, you must obtain your own liability insurance.
PLEASE NOTE :
When we receive the returned goods, we will inspect them to ensure all manuals, accessories and other components are within the returned package and that you have taken reasonable care of the goods.
If we receive an item that you have not taken reasonable care of, we may charge you up to a fee as well as a fee equivalent to the reduction in the item’s value. If the item has missing components, we shall charge you a further fee to cover the cost of these items. These costs will be deducted from any refund that is due to you. An approximate indication (but not fixed) of the charges for missing accessories will be provided if necessary.
Returns of faulty goods after 30 days of delivery
- All products carry a minimum one-year guarantee with their respective manufacturer who acts as our service agent through their network of service centres. Direct arrangements will ensure speed and efficiency. Details are supplied in the original package, but if you need help arranging this please contact us.
- The General Conditions for return apply.
- The repair of products does not apply to faults caused by commercial use, wear and tear, accidental damage, neglect, misuse, damage resulting from exposure to sand and water, or failure to follow the manufacturer's instructions.
If you have any doubts please contact us. We will be more than happy to help. Our return address is;
C/O Hanaco Limited
London City House
198 City Road
London EC1V 2PH
Always remember to include your order number upon return. Thank you!