Returns & Refund Policy

At HILLARCH TRADING LIMITED, customer satisfaction is important to us. We want you to be confident when purchasing mobile phones, electronics, accessories and other products from our website.

This Returns & Refund Policy explains how to return a product, cancel an online purchase, report faulty or incorrect goods, and request a refund.

Nothing in this policy limits or replaces your statutory rights under UK consumer law.

1. Our 30-Day Returns Policy

We offer customers the opportunity to request a return within 30 days of receiving their order, subject to the conditions explained below.

For change-of-mind returns made outside the statutory cancellation period, products should normally:

• Be in their original condition

• Show no unreasonable signs of use

• Include all accessories originally supplied

• Include manuals, cables, chargers or other components originally supplied, where applicable

• Include original packaging where reasonably possible

• Be securely packaged for return

• Include your order number or other proof of purchase

Different rules apply where a product is faulty, damaged, incorrect or not as described.

Your statutory rights for faulty goods are not dependent on the product being unused or having its original packaging.

2. Your 14-Day Online Cancellation Right

If you purchase goods from us online as a consumer, you will normally have a statutory right to change your mind.

For most eligible products, you have 14 days from the day you receive your order to tell us that you wish to cancel.

You do not need to provide a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

Our 30-day returns policy provides additional flexibility but does not replace your statutory cancellation rights.

Certain products may be excluded from the statutory cancellation right where permitted by law.

3. Inspecting Products

During the statutory cancellation period, you may inspect and handle a product to determine its nature, characteristics and functionality in a similar way to what would reasonably be permitted in a physical shop.

For mobile phones and electronic devices, reasonable inspection may include checking:

• Physical appearance

• Screen condition

• Basic controls

• Device specifications

• Basic functionality

If the product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

This does not apply in the same way where you are returning a product because it is genuinely faulty or not as described.

4. Mobile Phones & Electronic Devices

Before returning a mobile phone, tablet, laptop, smartwatch or other electronic device, please ensure that, where reasonably possible, you:

• Remove your SIM card

• Remove memory cards

• Back up your personal data

• Sign out of personal accounts

• Remove screen locks and passwords where requested

• Disable activation locks

• Disable Apple Find My, Google device protection or similar services

• Remove the device from your Apple, Google, Samsung or other relevant account

• Remove any personal accessories not supplied with the order

Devices returned with an active account lock may be impossible for us to inspect, reset, repair or resell.

We may therefore contact you and ask you to remove the lock before the return can be fully processed.

Customers are responsible for backing up personal information before returning a device.

5. Faulty, Damaged or Incorrect Products

If you receive a product that is:

• Faulty

• Damaged

• Incorrect

• Missing important components

• Not as described

please contact us as soon as reasonably possible.

There is no 48-hour deadline that removes your statutory rights if you do not report a genuine fault immediately.

However, notifying us promptly can help us investigate delivery damage or other issues more efficiently.

When contacting us, please provide where possible:

• Your order number

• Product name

• IMEI or serial number, where applicable

• A description of the problem

• Photographs showing the issue

• Video evidence where useful

• Photographs of the packaging if the product arrived damaged

We may request additional information or troubleshooting before arranging a return.

6. Your Rights for Faulty Goods

Goods supplied to consumers must meet applicable legal requirements, including being:

• Of satisfactory quality

• Fit for their intended purpose

• As described

Where goods do not meet these requirements, you may be entitled to statutory remedies.

Depending on the circumstances and the time since delivery, these may include:

• A refund

• Repair

• Replacement

• Price reduction

• Final right to reject the goods

Consumers generally have a 30-day short-term right to reject qualifying faulty goods and request a refund.

After this initial period, repair or replacement may normally be the first appropriate remedy, subject to your statutory rights and the circumstances of the fault.

Our commercial warranty is provided in addition to these statutory rights.

7. Return Approval & Instructions

We recommend contacting us before sending any product back so that we can provide the correct return instructions.

Please contact us with:

• Your order number

• Name

• Product being returned

• Reason for return

We will provide appropriate return instructions.

Contacting us before returning a product helps ensure that your return is:

• Sent to the correct location

• Properly identified

• Processed efficiently

• Associated with the correct customer order

A failure to obtain a return reference will not be used to unlawfully remove statutory cancellation or consumer rights.

8. Return Shipping Costs

Change-of-Mind Returns

Where you exercise a statutory cancellation right because you have simply changed your mind, you may be responsible for the direct cost of returning the goods where this has been properly communicated to you.

Faulty, Damaged or Incorrect Products

Where goods are faulty, damaged when supplied, incorrect or otherwise do not conform to the contract, we will handle reasonable return arrangements in accordance with your statutory rights.

You will not be required to bear return costs where the law requires those costs to be covered by us.

9. Secure Return Packaging

Customers should package products securely when returning them.

Where possible, please:

• Use suitable protective packaging

• Protect screens and delicate components

• Include all required accessories

• Avoid attaching labels directly to retail product packaging

• Obtain proof of postage or tracking

For high-value mobile phones and electronics, we strongly recommend using the return method specified by us.

Please retain your postage receipt or return tracking information until your return has been completed.

10. Return Inspection

Returned products may be inspected after they arrive.

We may check:

• Product condition

• IMEI or serial number

• Accessories supplied

• Physical damage

• Liquid damage

• Activation locks

• Account locks

• Signs of modification

• Signs of unauthorised repair

• Reported faults

Where a return relates to a fault, we may test the device to verify and diagnose the reported issue.

Inspection of a product does not remove or reduce any statutory rights you may have.

11. IMEI & Serial Number Verification

Mobile phones and certain electronic devices have unique IMEI numbers or serial numbers.

We may record these identifiers when products are sold.

When a device is returned, its identifier may be checked against our records.

We may investigate or reject a return where there is reasonable evidence that:

• The returned product is not the product originally supplied

• The IMEI or serial number does not match our records

• The identifier has been deliberately removed or altered

• Product substitution or return fraud has occurred

Nothing in this section affects legitimate returns or statutory consumer rights.

12. Products That May Not Qualify for a Change-of-Mind Return

Subject to your statutory rights, a voluntary change-of-mind return may be refused or reduced where a product:

• Has been physically damaged after delivery

• Has suffered accidental damage

• Has suffered liquid or water damage after delivery

• Has been deliberately modified

• Has undergone unauthorised repair

• Has important parts or accessories missing

• Shows excessive use beyond reasonable inspection

• Has been damaged through misuse or negligence

Certain categories of goods may also be exempt from statutory cancellation rights where permitted by law, such as certain sealed goods where the applicable legal requirements for an exemption are met.

These exclusions do not remove your rights where goods were faulty, damaged, misdescribed or otherwise non-conforming when supplied.

13. Original Packaging

We recommend retaining original packaging until you are satisfied with your purchase.

Original packaging can help protect electronic products during return shipping.

However, lack of original packaging alone will not automatically remove statutory rights relating to:

• Faulty goods

• Incorrect goods

• Damaged goods

• Misdescribed goods

For voluntary change-of-mind returns outside your statutory cancellation period, missing or damaged packaging may be considered when assessing whether the product meets our extended return conditions.

14. Refund Amount

Where a full refund is due, it will generally include the amount paid for the returned product.

For qualifying statutory online cancellations, we will also refund the cost of our least expensive standard delivery option where applicable.

If you selected a more expensive premium delivery service, such as express or special delivery, we are not normally required to refund the additional amount above our standard delivery charge.

Different arrangements may apply where the return is due to faulty, incorrect or damaged goods.

15. Refund Processing Time

Where a statutory cancellation applies and goods are being returned, refunds will be processed within the legally required timeframe.

We will generally issue the refund within 14 days of receiving the returned goods or receiving acceptable evidence that you have sent them back, whichever occurs first, where applicable.

After we issue a refund, your bank, card issuer or payment provider may require additional time to credit the funds to your account.

We do not control the processing times of banks or third-party payment providers.

16. Refund Method

Refunds will normally be issued using the same payment method used for the original purchase, unless another method is expressly agreed and legally permitted.

For example:

• Card payments will normally be refunded to the original card.

• PayPal payments will normally be refunded to the relevant PayPal transaction.

• Other payment methods will normally be refunded through the original payment channel where possible.

We will not substitute a statutory cash/payment refund with store credit unless you expressly agree to this.

17. Deductions for Reduced Value

For eligible change-of-mind returns, we may make a reasonable deduction where a customer has handled the goods beyond what was reasonably necessary to establish their nature, characteristics and functioning and this has reduced their value.

Examples may include:

• Physical damage

• Significant scratches or marks caused after delivery

• Excessive usage

• Missing components

• Damage caused during customer handling

• Significant alteration of the product

Any deduction must be reasonable and will be assessed according to the circumstances.

We will not impose an arbitrary restocking or handling fee where doing so would conflict with your statutory rights.

18. Exchanges & Replacements

Where appropriate, we may offer a replacement product.

This may apply where:

• A product is faulty

• The wrong product was supplied

• A product was damaged when supplied

• A replacement has been agreed as the appropriate remedy

Where an identical replacement is unavailable, we may discuss:

• An equivalent replacement

• Another suitable remedy

• A refund where appropriate

Store credit will only be used where appropriate and where you agree to receive it instead of another applicable remedy.

19. Refurbished & Pre-Owned Products

Some products sold by HILLARCH TRADING LIMITED may be refurbished, pre-owned or graded.

The advertised grade or condition of the product forms part of its description.

Reasonable cosmetic characteristics that were clearly disclosed as part of the product’s grade are not normally considered faults.

However, refurbished or pre-owned products must still meet the applicable legal standards relating to quality, fitness for purpose and description, taking into account factors including their age, price and advertised condition.

20. Warranty Claims

A problem arising outside our normal return period may still qualify for assistance under:

• Our Warranty Policy

• An applicable manufacturer warranty

• Your statutory consumer rights

The expiry of the 30-day return period or our commercial warranty does not automatically mean that you have no legal rights regarding a faulty product.

Please refer to our Warranty Policy for further information.

21. Business Purchases

Some rights described in this policy apply specifically to consumers purchasing mainly for purposes outside their trade, business, craft or profession.

Different rules may apply where goods are purchased wholly or mainly for business purposes.

Business customers should contact us regarding the applicable return terms for their order.

22. Return Fraud & Product Substitution

We reserve the right to investigate returns where there are reasonable grounds to suspect:

• Product substitution

• False claims

• Deliberate damage

• IMEI or serial-number manipulation

• Return of a product that was not supplied by us

Where necessary, relevant evidence may be supplied to a payment provider, courier or appropriate authority in connection with suspected fraud.

This section does not affect genuine returns or statutory rights.

23. Changes to This Policy

HILLARCH TRADING LIMITED may update this Returns & Refund Policy from time to time to reflect changes to:

• Our products

• Return procedures

• Delivery arrangements

• Applicable laws and regulations

• Business practices

The latest version will be published on our website.

Changes will not unlawfully remove rights that have already arisen in relation to an existing purchase.

24. Contact Information

For returns, refunds, faulty-product enquiries or warranty assistance, please contact:

HILLARCH TRADING LIMITED

45 Tooting High Street
London
England
SW17 0SP
United Kingdom

Phone: +44 7350 028123
Email: sales@hillarchtrade.co.uk

Company Number: 16447143
VAT Number: 508204519