Returns Policy

Items Purchased for Personal Use

We accept returns from non-business customers where items are purchased for personal use.

Your statutory right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. The 14-day period begins the day after delivery. To exercise this right, notify us in writing before the period expires — email is sufficient.

For cancellations within this 14-day window, we will refund:

  • The price of the goods
  • Our standard delivery charge (if you paid for express or upgraded delivery, we refund the standard rate only)

Return postage is your responsibility. We will process your refund within 14 days of receiving the goods back, or proof of return dispatch, whichever comes first.

Our extended returns window (up to 30 days)

Beyond the statutory 14-day right, we also accept change-of-mind returns up to 30 days from the date of delivery, subject to the following:

  • Notify us in writing that you wish to return the goods. We will issue a returns reference which must be included with your return alongside the order number.
  • Goods must arrive back in resaleable condition, in the same state as supplied — unused, undamaged, and in original packaging. We cannot accept part boxes or part sachets.
  • If goods show signs of use (grease, oil, thread damage, damaged drive or heads etc.), the return will be rejected and you will be notified in writing. You can then arrange collection at your expense or request disposal.
  • Return postage is your responsibility. We recommend a tracked or courier service — goods remain your responsibility until received by us.
  • Delivery charges are not refunded on returns made between 15 and 30 days.
  • If goods arrive outside the 14-day return window after notification, you will be contacted in writing to arrange collection at your expense or disposal.

Where a return is accepted, the refund will be made to your original payment method within 14 days of us receiving the goods. Delivery upgrade costs and postage and packaging fees are not refunded on part-order returns.

Items Purchased for Commercial Use or Resale (Businesses)

For items purchased for commercial use or resale, the following conditions apply:

  • Orders cannot be cancelled or amended once submitted. Where order processing has not yet begun, we may at our discretion agree to an amendment.
  • If we agree to accept a cancellation or return, a 20% restocking fee applies. Initial delivery charges are not refunded.
  • Return postage is the customer's responsibility. If return postage is arranged at our expense, that cost will be deducted from any refund.
  • We recommend a tracked or courier service — goods remain the customer's responsibility until received by HCL.
  • Goods returned without prior written agreement will not be accepted. We will contact the customer to arrange collection at their expense or disposal of the goods.

Damaged, Lost, Incorrect or Defective Goods

If a parcel has been lost in transit, damaged during delivery, is incorrect, or the goods are defective, please accept our apologies.

Contact us in writing at sales@hcl-clamping.co.uk with full details of the issue, your order number, and photographs where applicable. We will arrange the appropriate remedy — replacement, collection, or refund — at no cost to you.

Refused or Undeliverable Orders

If goods are returned to us due to an incorrect delivery address provided by the customer, failure to collect from a Post Office or collection depot, or refusal of delivery, a re-delivery charge will apply equal to the cost of re-dispatch. You will be contacted by email if this occurs.

Returning Items

Before returning any goods, contact us to obtain a returns reference. This must be included with your return.

When packing your return:

  • Repackage carefully in the original packaging where possible
  • Include a copy of your delivery note and your returns reference
  • Ship via a tracked courier service — goods are your responsibility until received by us

Send returns to:

HCL Fasteners Ltd Clamping House, First Avenue Westfield Industrial Estate Radstock, Bath BA3 4BS

For any questions, contact our Technical Sales Team: Telephone: +44(0)1761 417714 Email: sales@hcl-clamping.co.uk