Delivery & Returns
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We ship all orders received before 12pm the same day.
Hyfive uses Royal Mail, Parcelforce, DPD and Hermes to distribute parcels, which is FREE for all UK orders.
If you have any queries about Delivery, please don't hesitate to contact us.RETURNS AND CANCELLATION
If you need to make a change to your order please make us aware as soon as possible and we will do what we can to rectify the problem. Please be aware that once an order has been dispatched we cannot make changes nor refund the item until it has been returned to us.
To generate a returns label through Royal Mail, please use the following link, this will generate a returns label for items which are within the sizes and weights defined by Royal Mail. For return of larger items, please contact us directly.
In the case where you use the above link to generate a free returns label, and the item is not faulty, we will deduct the £3.50 cost of this from your refund once the item is received by us.
Our Returns Address is:-
Hyfive Products Ltd (Returns)
74 Newcastle Road
Please make sure to include a note with your full details including Order Number and contact telephone number to ensure we can allocate your returned item to your transaction.
Items that are returned to us by the postal company due to, 'not being called for' etc can be refunded however this refund will be less our original postage costs.
When returning a faulty item you must contact us to advise you are intending to return the faulty item and this must be done as soon as the fault appears or within 2 days. Use the link on the website or email to contact us.
The arrangement and shipping cost to return goods to us is borne by you. We can only refund your return postage if the item is returned within 14 DAYS of receipt and only if the item proves FAULTY when tested by our team. Please note, postage refunds are only applicable to customers within the UK. Return postage and replacements cannot be refunded on items which are not proved faulty. We reserve the right to refuse postage refunds. We are happy to advise and support you, simply contact us for further info.
Please note that with regard to items which are found faulty upon return we do not refund postage where amounts are above £10. We advise that you keep the returns costs as low as reasonably possible. An unreasonable postage amount paid by you to return goods to us will not be refunded in full only the amount that was reasonable to pay would be refunded. e.g. sending a parcel on a special delivery next working day service and paying £18.00 would not be refunded when a cheaper and still suitable service such as a 2nd class royal mail parcel service with insurance was available at £8.00. In this situation, it is not reasonable for you to ask us to refund the full amount you paid as you chose to use the more expensive service. A refund will only be processed for the reasonable service available as the excess amount was your own choice to pay and would not be refundable. In this case £8.00 would be refunded. In the case where you use the above link to generate a free returns label, and the item is not faulty, we will deduct the £3.50 cost of this from your refund once the item is received by us.
All other returns must be in an unused and re-sellable condition. Return postage will not be reimbursed on non-faulty items or returns due to change of mind. You have 14 days from delivery to return items to us in an unused condition.
We regret we cannot offer returns in the following circumstances:-
Normal wear and tear caused by use in accordance with the operating instructions e.g. blades, brushes, belts, bulbs, batteries etc.
Accidental damage, faults caused by: improper use, abnormal environmental conditions (including frost damage), overloading, insufficient maintenance, careless operation or handling of the product.
Use of the product for anything other than normal domestic purposes. Change or modification of the product in any way.
Defects caused by the use of parts or accessories which are not Manufacturer genuine components.
Faulty installation, if applicable.
Repairs or alterations carried out by parties other than ourselves or our authorised repair agents.
Claims, other than the right to correction of faults with the product covered by these conditions.
Slight deviations from the specification that do not affect the functionality of the product
Please ensure that any returns are sent via tracked postal service as we cannot accept any responsibility for items which do not arrive back with us. No refund of any type will be given should the returned item not arrive at our warehouse.