At HCS Supplies, we are committed to supplying high-quality security and access control equipment. We understand that, occasionally, products may need to be returned. This policy explains how returns, refunds and exchanges are handled for both consumer and business customers.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Consumer & Business Customers

HCS Supplies supplies products to both consumers and business customers.

  • Consumers purchasing online or by telephone have statutory cancellation rights under UK consumer legislation, subject to the exclusions set out below.
  • Business customers do not have an automatic right to return goods simply because they have changed their mind. Any returns accepted for business customers are at the discretion of HCS Supplies and are subject to this policy.

2. Change of Mind Returns

Consumer Customers

If you purchase online or over the telephone, you may cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the products.

Returned items must:

  • Be unused.
  • Be in their original condition.
  • Be complete with all accessories, manuals and packaging.
  • Not have been installed, programmed or configured.
  • Be suitable for resale as new.

Provided these conditions are met, a refund will be issued once the goods have been received and inspected.

Business Customers

As a gesture of goodwill, HCS Supplies may accept returns of standard stocked items within 30 days of delivery, provided:

  • the return has been authorised in advance;
  • the products are unopened and unused;
  • the packaging is undamaged and suitable for resale;
  • the items are current stocked products.

Acceptance of business returns is entirely at the discretion of HCS Supplies.

3. Products That Cannot Be Returned

Unless faulty or supplied incorrectly, the following products are non-returnable:

  • Special-order or non-stock items.
  • Made-to-order products.
  • Products programmed, configured or commissioned to customer requirements.
  • Software licences or digital activation codes.
  • Products with opened security seals where the seal is required to guarantee integrity.
  • Installed equipment.
  • Products showing signs of use, wear or damage.
  • Clearance, end-of-line or discontinued products (unless faulty).
  • Products returned without original packaging.

4. Special Order & Non-Stock Products

Products specifically ordered from manufacturers or distributors to fulfil a customer order cannot normally be cancelled or returned once ordered.

Where a supplier agrees to accept a return, any supplier charges incurred by HCS Supplies may be deducted from any refund.

5. Restocking Charges

Business returns accepted under this policy may be subject to a restocking charge of up to 20% of the original purchase price to cover inspection, administration and supplier restocking costs.

Any applicable restocking charge will be confirmed before a return is authorised.

No restocking charge will apply where goods are faulty, incorrectly supplied or where required by consumer law.

6. Faulty, Damaged or Incorrect Goods

Please inspect your order as soon as it is delivered.

If goods arrive:

  • damaged;
  • faulty;
  • incomplete; or
  • incorrect,

please notify HCS Supplies within 48 hours of delivery wherever possible.

We may request:

  • photographs of the packaging;
  • photographs of the product;
  • serial numbers;
  • a description of the fault.

Where appropriate we may:

  • repair the product;
  • replace the product;
  • arrange collection;
  • provide replacement parts; or
  • issue a refund.

Some products may require inspection or testing by the manufacturer before a fault can be confirmed.

7. Installed Equipment

Security equipment should always be tested before installation.

Products that have been:

  • installed,
  • wired,
  • mounted,
  • programmed,
  • commissioned, or
  • integrated into a security system

may not be eligible for return unless a manufacturing fault is confirmed.

HCS Supplies cannot accept liability for installation costs, engineer call-out charges, programming costs or consequential losses resulting from product failure.

8. Return Authorisation (RMA)

All returns require prior authorisation.

Please contact our customer service team before returning any goods.

Unauthorised returns may be refused.

You will be provided with a Returns Authorisation (RMA) reference which should be clearly displayed on the outside of the parcel.

9. Return Shipping

Unless goods are faulty or supplied in error, customers are responsible for the cost of returning items.

Customers are responsible for ensuring returned goods are securely packaged.

We strongly recommend using a tracked and insured delivery service, as HCS Supplies cannot accept responsibility for goods lost or damaged during return transit.

10. Refunds

Once returned goods have been received and inspected, refunds will normally be processed within 5–10 working days.

Refunds will be made using the original payment method wherever possible.

Original delivery charges are refundable only where required by law or where HCS Supplies has supplied faulty or incorrect goods.

Where returned goods are incomplete, damaged or not in a resaleable condition, HCS Supplies reserves the right to reduce the refund to reflect any loss in value, where permitted by law.

11. Exchanges

We are happy to exchange eligible stocked items, subject to product availability.

Any difference in price will be charged or refunded accordingly.

12. Warranty

Manufacturer warranties remain the responsibility of the relevant manufacturer unless otherwise stated.

Where appropriate, HCS Supplies will assist customers with warranty claims.

Warranty cover does not include:

  • accidental damage;
  • misuse;
  • incorrect installation;
  • unauthorised modification;
  • fair wear and tear;
  • damage caused by electrical faults, power surges or environmental conditions.

13. How to Request a Return

Please contact us with:

  • Your order number.
  • Company name (if applicable).
  • Product details.
  • Reason for return.
  • Photographs (where relevant).

Email: ad***@************co.uk

Telephone: 0330 0580 799

Returns Address:

Hunter Consumable Security Supplies Ltd
Office 2 Magnet Business Park
High Hazels Road
Chesterfield
Derbyshire
S43 4UZ

14. Your Statutory Rights

Nothing in this Returns Policy limits or excludes any rights you have under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.