Refund policy

Return and Refund Policy

Effective Date: 01/01/2024

Thank you for shopping with hiav.co.uk.

We want to ensure that you are completely satisfied with your purchase. Please read the following Return and Refund Policy carefully to understand your rights and obligations when returning items purchased from our store.

1. Returns

We gladly accept returns for items that meet the following conditions:

• The item must be in its original packaging.
• The item must be unused, in its original unopened packaging with any seals or shrink-wrap intact, and in the same condition as received and in a condition that will enable us to sell the product as new.
• The return must be initiated within 14 days of receiving the product.

Customers are responsible for the return shipping costs unless the return is a result of our error (e.g., you received an incorrect or defective item).

Items returned in damaged packaging or showing evidence of being used may be refused or incur a re-stocking charge of up to 80% of the sale price. Any refused items will be made available for collection by the customer who will be responsible for the shipping costs.

2. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• If approved, the refund will be processed, and a credit will be automatically applied to your original method of payment.
• Please note that the original shipping charges are non-refundable.

Some items are non-refundable, including but not limited to personalized/customized items, gift cards, special order items, clearance stock, graded stock and downloadable software products. 

Clearance and graded stock may have been sold with reduced warranty conditions that exclude it from refund eligibility. Please check prior to purchasing these items.

Items returned in damaged packaging or showing evidence of being used may be refused or incur a re-stocking charge of up to 50% of the sale price. Any refused items will be made available for collection by the customer.

3. Consumer Rights

Our return and refund policy is in compliance with the Consumer Rights Act 2015 and other applicable UK regulations. According to these regulations:

• You have the right to cancel your order within 14 days from the day you receive the goods without giving any reason.
• You are responsible for the cost of return shipping unless the item is faulty or not as described.
• Refunds must be processed within 14 days of receiving the returned item.

4. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us immediately at shop@hiav.co.uk with details of the issue. We will provide instructions on how to proceed with the return or exchange.

5. Exchanges

Unfortunately, we do not currently offer exchanges. If you need a different product, please return the original item and place a new order.

6. Contact Information

For any questions regarding returns or refunds, please contact our customer service team at shop@hiav.co.uk.

7. Changes to the Policy

We reserve the right to update or modify this Return and Refund Policy at any time. Any changes will be effective immediately upon posting on our Shopify store.

By making a purchase from our store, you agree to the terms outlined in this policy.

Thank you for shopping at hiav.co.uk.