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