Last updated: 21 October 2026

Your return rights depend on how you bought the goods. Choose the section that applies to your purchase from HCI Distribution Ltd.

Most of our goods are refurbished, graded or ex-corporate equipment. Cosmetic wear consistent with the grade described is not a fault. Eligible purchases include a 12-month return-to-base warranty unless the product page or accepted order states otherwise. See our Warranty Policy.

Business and trade purchases

This section applies when you buy in the course of a business. The consumer 14-day cancellation right and consumer remedies described below do not apply to trade purchases. Your accepted order and our Terms and Conditions of Trade apply.

Faulty, incorrect or damaged goods

Eligible goods include a 12-month return-to-base warranty, unless a different warranty is stated on the product page or accepted order. See the trade warranty for cover, exclusions and the claims process.

Please report incorrect goods or damage on arrival within 48 hours of delivery so we can investigate promptly. Contact us before returning goods to obtain a returns authorisation and the correct address.

Unwanted, correctly supplied goods

These returns require our prior written agreement. A restocking charge may apply. Agreed returns of unwanted goods must be unused, complete and in their original packaging where reasonably possible. This unused-goods requirement does not apply to a covered warranty fault arising during use.

Trade refunds or credits are processed after the goods have been received and inspected. Nothing in these trade terms excludes rights or remedies that cannot lawfully be excluded.

Consumer purchases for personal use

This section applies when you buy as an individual wholly or mainly for purposes outside your trade, business, craft or profession.

Changing your mind about an online purchase

You can cancel within 14 days of receiving the goods. Tell us within that period by emailing returns@hci.co.uk or using our contact page. You then have a further 14 days to send the goods back.

We will refund the price paid and the standard outbound delivery charge within 14 days of receiving the goods back or receiving evidence that you sent them, whichever is earlier. You pay the return cost for a change-of-mind return. If handling beyond what is needed to establish the goods' nature, characteristics and functioning reduces their value, we may make a deduction for that reduction.

Faulty, misdescribed or unsatisfactory goods

Goods must be as described, of satisfactory quality taking account of their refurbished grade, and fit for purpose. Under the Consumer Rights Act 2015:

• You normally have a 30-day right to reject faulty goods for a full refund.
• After that, you can request a repair or replacement. We will provide the remedy required by law at no cost to you, within a reasonable time and without significant inconvenience.
• If a repair or replacement fails, is impossible, or is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund.
• For the equipment we sell, a statutory refund on rejection within the first six months is not reduced for use. After six months, a deduction for use may apply.

We cover reasonable return costs for faulty goods where required by your statutory rights. Please contact us to arrange the return. An agreed statutory refund is made without undue delay and within 14 days of agreeing that you are entitled to it. We will not require you to accept store credit instead of a refund you are legally entitled to.

The consumer warranty is additional cover. Your statutory rights are not limited to its 12-month duration or by its exclusions. Nothing in this policy removes mandatory consumer rights that apply to your purchase.

How to arrange a return: all customers

1. Contact returns@hci.co.uk or call 01425 484280, quoting your order number and explaining the issue.
2. We will provide a returns authorisation and the correct return address. Contacting us first helps avoid delays; it does not remove consumer cancellation or statutory rights.
3. Back up your data and remove personal and business data where possible before returning a device. Tell us if a fault prevents this. Repairs may involve wiping or re-imaging the unit.
4. Package the goods securely for transit.

Approved refunds are made to the original payment method unless another method is expressly agreed. For enquiries, use our contact page.