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Delivery, Returns and Refund policy

Delivery

How much is delivery? Delivery is included free of charge to mainland UK Please ask us for AM, Saturday or oversea options.

What is the delivery period?We aim to dispatch all orders placed before 12pm on the same day (dependent on stock availability).

Orders to UK mainland are sent on a next day service, although it is not uncommon for delivery to take 2-3 days.

Deliveries to offshore UK and Ireland can take up to 7 days. For overseas orders, please check the delivery time with us when placing your order as it varies by country and region.

What is the delivery process? We will email you on the day of dispatch with consignment and courier details, as well as details on how to manage the process.

The couriers are unable to provide an estimated delivery time. If you are going to be out on the day of delivery you can request for your order to be left in a safe place, either by entering your safe location into the delivery instructions whilst placing your order, or by calling the courier after you have received your dispatch email. If having read our instructions and spoken with the courier you would like any further assistance please contact us.

Can I collect? Yes, by appointment only please. Please check product (and staff) availability before you set off.

Do I have to be at home to receive the goods? A signature from a responsible person is required as proof of delivery by our courier unless you have left instructions for the goods to be left unattended –  The courier will leave a card requesting you contact them if they go to deliver and find no one in. Delivery can then be attempted again. Please note neither the courier nor Henchman will cover the cost of re-attempting delivery more than twice following the initial attempt, or for goods lost having been requested left unattended.

Can I request the goods left unattended? Yes, you can request for your order to be left in a safe place, either by entering your safe location into the delivery instructions whilst placing your order, or by calling the courier after you have received your dispatch email. Customers requesting goods left unattended do so at their own risk, and your goods will not be insured against theft or damage.

Kindly inform us if the courier leaves goods unattended and unsigned without your written request.

Can goods be delivered overnight, early in the morning or on a Saturday?

Yes, but with an additional charge of approximately £25.00 - £35.00. This service requires booking prior to dispatch. Please contact us for details.

Delivery Problems - Please contact us if you have any problems. We are here to help.

 

Returns

Where manufacturing defects or transit damage are concerned, Henchman Ltd. will at it's discretion, provided notification of damage is received by Henchman in writing/email within 7 days of delivery date, organise either complete replacement product or the relevant replacement parts; to be sent out free of any further product or delivery charges.

Henchman will organise and pay for the collection of the damaged item where appropriate.  The customer is requested to assist in the preparation of any product due for return. 

Cancellation

Customers may cancel their order for any other reason, within 3 days of receipt. Where manufacturing or transit damage is not the reason for cancellation, Henchman Ltd will issue the full refund less the amount paid for the order to be delivered, usually £45.00. It may be necessary for Henchman to inspect goods and/or photographs before establishing probable cause of damage.

In order to receive a full refund, the goods must be received by Henchman Ltd. in new condition fit for resale at full list price. Responsibility for the condition of the product on it's arrival back with Henchman Ltd is with the customer. If any damage is incurred on the product's return journey, however and by whoever that journey is organised or any damage caused, Henchman Ltd. will deduct the actual cost of repair and subsequently issue the appropriate refund. Henchman will aim to transact refunds within 7-14 days of the products arrival at our UK office.

Organising returns

  1. You can return it yourself in your own vehicle. The benefit of this is that there is minimal risk of damage being incurred during transit.

  2. You can find an independent courier to deliver the goods directly to us (Henchman can suggest some couriers to use, but does not accept responsibility for their performance). There is a risk of damage when handing over responsibility to a third party, so we strongly recommend that you insure the goods if you use this option.

  3. We can arrange for a courier to collect the product and return it to us. It is important to realise however, that if this option is chosen, the goods cannot be insured - according to the couriers own policy with this type of transaction. Any damage incurred, however caused, remain the responsibility of the customer until the product is received by Henchman Ltd. The actual cost of this service charged to Henchman is £45.00 and will be deducted from the total refund paid to the customer, along with the cost of any repair.

  4. Henchman recommend option 1. or 2. to reduce the chance of damage losses and/or to have this risk covered by insurance.