Last updated: 15 July 2026

This Returns & Refunds Policy explains how to return goods to HCI Distribution Ltd ("HCI", "we", "us", "our") and when you are entitled to a refund, replacement or repair. Your rights depend on whether you buy as a consumer or as a business/trade customer. This policy should be read with our Warranty Policy and Terms & Conditions.

1. Our stock

Most of our goods are refurbished, graded or ex-corporate IT equipment and electronics. They are tested and graded before sale. Eligible consumer, business and trade purchases include a 12-month return-to-base warranty unless a product page or accepted order states otherwise. Goods are not new, and minor cosmetic wear consistent with the grade described is not a fault.

2. Consumer rights (buying for personal use)

2.1 14-day right to cancel (distance sales)

If you bought as a consumer at a distance (for example online), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel within 14 days of receiving the goods, for any reason. To cancel, tell us within that period by emailing returns@hci.co.uk or using our contact page. You then have a further 14 days to return the goods.

We will refund the price of the goods and the standard outbound delivery cost within 14 days of receiving the goods back (or proof you have sent them). You are responsible for the cost of returning the goods unless they are faulty. You may handle the goods only as you would in a shop; if their value is reduced through excessive handling we may deduct an amount to reflect that.

2.2 Faulty, misdescribed or unsatisfactory goods

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality (taking account of their refurbished grade) and fit for purpose. If goods are faulty:

• within 30 days of delivery you can reject them for a full refund;
• after 30 days and within 6 months, you are entitled to a repair or replacement and, if that fails, a refund (which may be reduced for use);
• your statutory rights also run alongside the 12-month warranty described in our Warranty Policy.

3. Business / trade customers

If you bought in the course of a business, the 14-day consumer cancellation right does not apply. Trade returns are accepted only:

• where the return falls within HCI's 12-month trade return-to-base warranty or a different warranty stated on the product page or accepted order; or
• where goods are incorrect or damaged on arrival and reported to us within 48 hours of delivery; or
• by prior written agreement with us (a restocking charge may apply to unwanted, correctly supplied goods).

Goods returned by trade customers must be unused, complete and in their original packaging where reasonably possible.

Nothing in this section excludes or limits any rights or remedies that cannot lawfully be excluded.

4. How to make a return

1. Contact us first at returns@hci.co.uk or on 01425 484280 to obtain a returns authorisation and the correct return address.
2. Quote your order number and describe the issue. For faulty items, please describe the fault so we can advise.
3. Package the goods securely. Returns sent without prior authorisation may be delayed.

This is a return-to-base policy: you arrange to send goods back to us for inspection, repair, replacement or refund.

5. Refunds

Approved refunds are made to the original payment method. Consumer refunds are processed within 14 days as set out above. Trade refunds or credits are processed once the goods have been received and inspected.

6. Items we cannot accept back

Except where goods are faulty or you are exercising a consumer cancellation right, we may be unable to accept returns of items that have been modified, that show damage beyond the grade supplied, or where data has not been removed by you prior to return. We strongly recommend you back up and securely erase any data before returning a device; we are not responsible for data left on returned equipment.

7. Contact

For all returns, email returns@hci.co.uk, call 01425 484280, or use our contact page. Nothing in this policy affects your statutory rights.