At HiSpec, we are committed to providing high-quality smoke alarms and lighting products. If you are not completely satisfied with your purchase, we are here to help with cancellations, returns, and refunds in line with your statutory rights.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations, you have the right to cancel your order.
- You may cancel your order at any time from the moment the order is placed until 14 days after you receive your goods.
- To cancel, please notify us by email or phone before the cancellation period ends.
Returning Goods
If you wish to cancel after receiving the goods:
- You must take reasonable care of the items and return them in their original condition.
- The cost of returning the goods will be your responsibility unless the item was delivered in error, damaged, or defective.
- Please return the items to the contact address provided as soon as possible after cancellation.
Refund Process
Once we have received your cancellation notice:
- Any payments you have made will be refunded within 14 days from the date of your cancellation.
- We may reduce your refund to reflect any loss in value caused by unnecessary handling beyond what is necessary to inspect the goods (e.g. if the product has been used).
Exceptions to the Right to Cancel
You will not be able to cancel or return certain products, including:
- Goods made to your specific requirements or clearly personalized.
- Items that are likely to deteriorate or expire quickly.
- Goods where pricing is dependent on market fluctuations outside of our control.
Additionally, your right to cancel may be void if:
- Goods are unsealed and cannot be returned for health or hygiene reasons (e.g. smoke alarms or lighting products that have been opened).
- Sealed audio, video recordings, or software that has been unsealed after delivery.
- Goods have been inseparably mixed with other items after delivery.
Returning Faulty or Incorrect Items:
If we have delivered the wrong item, or the product is faulty or damaged, we will cover the cost of return and either replace the item or issue a full refund, including any shipping costs. Please contact us immediately so we can assist you with the return process.
Our Rights:
We reserve the right to charge for any direct costs of recovering goods if they are not returned within a reasonable time, or if they are returned at our expense without prior agreement.
Stock Cleanse Policy
Eligibility Criteria for Returns:
All goods must be unused and be in a resaleable condition and have been purchased within the last 12 months for lighting and 6 months for Fire and CO detection and any emergency lighting.
Documentation and Approval Process:
Debit notes should be priced and show the original invoice number and individual product batch numbers and agreed upon with your Key Account Manager before proceeding. Please ensure you obtain a returns number from your Key Account Manager or by emailing us at customerservices@hispec.co.uk, when issued, this number should be included in all communications that relate.
Compensating Order and Credit Processing:
Once agreed, a compensating order should be placed with your Key Account Manager and this will be based on four times the value and supplied with your debit note. Please note that the credit will only be processed once the goods have been sent back and passed our quality checks. Alternatively, a handling charge of 30% will apply if no compensating order is received.
Return Shipping Costs:
The cost of returning the goods, once agreed, should be borne by the customer.
Exclusions from Returns:
Unfortunately, we cannot accept back any end of line/discontinued products.
We also, cannot accept back previously cleansed stock.