98% of all orders are dispatched the same day!
Shipping within United Kingdom*
We use Royal Mail and FedEx UK to deliver packages to our customers.
|Delivery Time:||Usually Monday to Friday (excluding Bank Holidays) 7am – 5.30pm.|
|Delivery Way:||Usually one attempt of delivery. After that the customer is carded with phone number for the local depot and can arrange redelivery or pick up parcel from their local depot.|
|Despatch Time:||All orders are normally dispatched within 24 hours from the time of receiving of order. This is applicable where the following criteria have been met:
Available to customer in need of timed delivery. We can offer:
|Out of stocks||If an item is not in stock when we process your order we will process the remaining items so that we get your order to you as soon as possible. If you want us to hold your order if specific items are not in stock please tell us when you place the order.|
|HPL is not responsible for delivery time. This information is provided by the courier and excludes weekends and bank holidays. Note that delivery times may vary, particularly during peak periods.|
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or refund.
Items Faulty on Arrival
If your items are faulty on arrival, you have 7 working days in which to inform us of the fault (please note that this is 48 hours for our business customers). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or refund. We (or manufacturer of the product) test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it’s more than 7 working days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 48 hours of receipt are referred directly to the manufacturer (unless otherwise stated).
Open-Box Items (Used)
Please note that our open-box (used) stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used, must be in its original condition and unopened (with any seals and shrink-wrap intact – ‘as new’) when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at HPL, we’ll issue a refund for the price you paid for the item. Please note this policy has some limitations and does not apply to business customers. (The Distance Selling Regulations do not apply to @work customers or our Business customers).
Need to return an item?
Please either call us in the first instance on 01223 863434 or send us an email outlining the nature of the return.