You are free to cancel your order at any time and for any reason before it is dispatched. To cancel, we need explicit instructions from the person who placed the order either by email or by phone. An order may not be cancelled after it has been dispatched or while it is in transit, but must be treated as a return. In this eventuality, a refund for the goods will be provided when they are returned to us.
Goods not required or incorrectly ordered:
Under the Consumer Contracts Regulations, you are free to cancel your your order and return unwanted goods within fourteen days of delivery. Please notify HUTCH by phone or email to obtain the RNA number. Goods must be returned at your expense, in the original unmarked packaging. They must be in the same new and unused condition as originally sold, adequately packed to avoid damage in transit. It is suggested that goods are sent registered post or insured with the courier as damaged goods cannot be refunded. Upon satisfactory inspection, the full value of the goods will be refunded to the payment method used at the point of sale. Hutch will also accept goods not required up to 30 days following the date of delivery. The same conditions apply as above, but may be subject to a 10% to 15% restocking fee. Hutch reserve the right to refuse the return of unwanted goods outside the 30 day period.
Receipt of damaged goods must be reported to Hutch within 24 hours of delivery to comply with the couriers’ policies. If the damage is visible upon delivery, please sign the courier note as “damaged”. You will be issued with an RNA number and asked to keep all packaging and to supply photos of both the goods and packaging by email to Hutch. This will enable us to replace the goods as swiftly as possible. Hutch will then arrange with you to return the damaged item at our cost and at your convenience.
Faulty or defective goods:
You are free to return defective goods under a warranty claim for the full warranty period after delivery. You will be asked to complete our warranty return form in full, including vehicle details, to ensure that we have a complete explanation of the problem. If the item is found to be faulty, you will have the option of a free replacement or repayment of cost and return delivery charge. It may be necessary to return the item to the supplier or manufacturer to confirm the reason for failure. This may be a lengthy process and if a replacement is urgent, we will ask you to pay for another item until the inspection procedure is completed. Upon confirmation of defect, this cost will be refunded with return delivery charge. Please note that the warranty given by both Hutch and the manufacturers of our products will only cover the value of the item. Labour charges and other costs are not included.
Incorrect goods despatched:
Occasionally the wrong item is sent to a customer due to Paddock’s picking/packing error.. We will offer an exchange for the correct item or a full refund upon return in a new and unused condition. Paddock will issue an RNA number and can arrange to collect, arrange for you to leave at a local shop for collection, or will refund the postage cost to enable the return.
Where a refund is the most suitable course of action, payment will be made by the same method used on the original sale. Please be aware that refunds are processed by credit & debit card companies less quickly than sales and may take several days to appear on your statement after it has been authorised. Hutch reserve the right to refuse returned goods if necessary. Reasons may include: Goods that have been used. Soiled goods/product box. Goods that have an odour i.e. smoke or fuel. Goods damaged as a result of misuse or ill-treatment. Hutch cannot be held responsible for any items incorrectly ordered online. If you have previously discussed the order with our customer service team, we can only advise on the information given at that time. We are finding that an increasing number of customers are ordering incorrectly and are sometime unaware of the changes, upgrades or modifications that have been made to their vehicles by previous owners. If unsure, you are free to call us on 01629 760877 and we will do our best to help you.
What are the costs if i want Hutch to collect the items to be returned?
Single Item - £20
Additional items - £12.50Surcharges 25% surcharge on: DD, DG, EH, G, FK, KA, ML & TD (southern/busier Scottish areas) 50% Surcharge on: AB1-AB30, DG5-9, DG13-14, FK17-19, G81-84, IV1-5, KY, PA1-19, PH1-14 (Remote area’s on the mainland) Northern Ireland Collection Belfast BT1- BT16 £100 per home delivery for the first 2 boxes £40 per box thereafter Rest of Northern Ireland £110 per home collection for the first 2 boxes £40 per box thereafter Ireland £150 per home collection for the first 2 boxes £60 per box thereafter.
*Room of choice will must be no more than one flight of stairs within the property and if the property is a flat located above one floor a lift must be available.
Complete terms and conditions can be found here.