Last updated: 15 July 2026

This Warranty Policy explains the contractual warranty HCI Distribution Ltd ("HCI", "we", "us", "our") provides on eligible consumer and business/trade purchases. Unless a product page or accepted order states otherwise, eligible consumer and business/trade purchases include a 12-month return-to-base warranty. It applies in addition to, and does not affect, rights that cannot lawfully be excluded: see our Returns & Refunds Policy.

1. Our goods are graded and refurbished

We supply refurbished, graded and ex-corporate IT equipment and electronics. Every unit is inspected, tested and assigned a grade describing its cosmetic and functional condition before sale. Goods are not new, and cosmetic wear consistent with the grade supplied is normal and is not a fault.

2. The consumer 12-month return-to-base warranty

Unless stated otherwise on the product, eligible goods bought as a consumer are covered by a 12-month return-to-base (RTB) warranty from the date of delivery. "Return to base" means that, if a covered fault occurs, you arrange to return the item to us (or to an address we provide) and we will repair it, replace it with an equivalent item, or, where repair or replacement is not possible, issue a refund or credit. Return carriage to us is the customer's responsibility unless we agree otherwise; we cover the cost of returning a repaired or replacement item to you within the UK.

3. What the warranty covers

The warranty covers faults arising from defective components or workmanship that prevent the product working as described, taking account of its refurbished grade.

4. What the warranty does not cover

• Cosmetic condition consistent with the grade described at the point of sale;
• Accidental damage, liquid damage, misuse, neglect or use outside the manufacturer's specifications;
• Damage from unauthorised repair, modification or opening of the unit;
• Consumable or wear items, and (unless stated) batteries beyond their stated capacity;
• Software, operating-system or licensing issues, viruses, or loss of data;
• Faults caused by power surges, incorrect installation or third-party accessories.

5. Batteries

Batteries in refurbished devices are wear items. Where a product is supplied with a battery, we test that it holds a usable charge at the point of sale, but battery life is not guaranteed for the full warranty period unless expressly stated.

6. Data and backups

You are responsible for backing up your data before returning any device for warranty service. We are not liable for any loss of data, and units may be wiped or re-imaged as part of repair. Please remove all personal and business data before returning equipment.

7. How to make a warranty claim

1. Contact us at returns@hci.co.uk or on 01425 484280 with your order number and a description of the fault.
2. We will issue a return authorisation and the address to send the item to.
3. Return the item securely, complete and (where possible) in suitable packaging.
4. We will inspect the item and repair, replace, refund or credit it as set out above.

8. Trade customers

Eligible goods bought as a business or trade customer include a 12-month return-to-base warranty from the date of delivery. The coverage, exclusions and claims process in sections 3 to 7 apply to that warranty. If a product page or accepted order states a different warranty for specific goods, that stated term applies. Consumer cancellation rights do not apply to business or trade purchases, but this warranty does not exclude or limit any rights or remedies that cannot lawfully be excluded under applicable law or the agreed terms of the order.

9. Your statutory rights

This warranty is in addition to your legal rights. If you are a consumer, the Consumer Rights Act 2015 gives you separate remedies for goods that are faulty, not as described or not of satisfactory quality, regardless of this warranty. See our Returns & Refunds Policy.

10. Contact

For warranty enquiries, email returns@hci.co.uk, call 01425 484280, or use our contact page.