Need to contact us?

Tel: 0371 231 3113
Email: sales@hughestv.co.uk

Write to: Hughes, 259 Felixstowe Road,
Ipswich, Suffolk, IP3 9BN

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Terms and Conditions

General

The following terms and conditions apply to all orders which are processed by Hughes either online or by any other form of communication and form part of the contract between us. Please read them carefully and print a copy for future reference. Your use of this site indicates your acceptance of these terms and conditions. In the event of any queries, please contact us.

Prices

All prices include VAT. No contract is created until we have accepted your order. In the event a product is listed at an incorrect price due to a typographical error or error in pricing information received from our suppliers we will not process your order and will instead alert you immediately to the actual price of the goods. You will then have the option to proceed at this updated price. We will only process any such order with your explicit authority.

Delivery

At the checkout you will be invited to choose a delivery date that is convenient to you. In our aim to offer a fantastic shopping experience our website allows you to choose a convenient delivery date. In most cases our couriers will then send a text message on the morning of delivery with a time slot. Please be advised that although these dates' times are usually accurate they are not however guaranteed and we do not accept claims for any losses occurring consequential or otherwise. Deliveries to Northern Ireland, Scottish Highlands and Islands may incur additional cost and take longer. If the product that you have selected is not available at the time of placing your order, and it is necessary for us to order directly from the Manufacturer, you will be contacted within 48 hrs. In our aim to offer a fantastic shopping experience our website allows you to choose a convenient delivery date. In most cases our couriers will then send a text message on the morning of delivery with a time slot. Please be advised that although these dates' times are usually accurate they are not however guaranteed and we do not accept claims for any losses occurring consequential or otherwise.

We will keep you updated with the progress of your order if the item is on back order. Prices quoted are subject to stock availability. It is your responsibility to check your goods upon delivery for shortages or damage and to make a note of such on the carriers consignment note when you sign for the goods. Any shortage or damage must be reported within 48 hours of taking delivery. If this is not done we are unable to take the matter up with the delivery company.

If the delivery is not completed on the agreed date as a result of no one being available at the delivery address a second delivery charge will be applied. If connection is selected on a domestic appliance this is for connection to adjacent and available services and will not include hard wiring or testing. If you have requested that the old product is to be removed for scrap, this must be disconnected in advance of the delivery of the new appliance. If you have requested installation of a new appliance the appliance must be disconnected in advance of the delivery of the new appliance. If the old appliance is not disconnected we will not be able to remove the old product unless a payment is made for the delivery team to return. The cost for this will depend on your location and the size and weight of the product; it will be a minimum of £50.

Additional security checks may be carried out before your delivery date to ensure our customers are protected from on-line fraud. You may, therefore, be contacted before your delivery so these checks can be carried out.

Products

Product images, descriptions and specifications are shown for guidance only; for example cabinet/case colours may vary, TV stands shown may differ from those supplied, remote control designs may vary during manufactures' production run etc. Some products may require set-up and/or assembly; for example TV's, videos and Hi-fi tuners may need manually tuning. TV stands/cabinet stands may need assembly. Washing machines need to have transit bolts removed etc.

Payment

Payment will be taken at the time the order is placed. A contract between us is not formed until we have processed the transaction and started the dispatch process. We accept payment by most major credit and debit cards. If you experience any problems whilst making a payment please contact us for advice. We also accept payment by cheque and postal order. We use Equifax Cheque Services, a division of Equifax Plc, to guarantee any cheque.

Guarantee

All products are supplied guaranteed for a minimum period of one year following the date of delivery.

Unless otherwise stated, products' guarantee covers domestic use only.

Complaints

We hope that your purchase and service provided by Hughes has met or exceeded your expectations and that you’ll never need to complain to us, however we do understand that occasionally things do not go to plan and that problems can occur.

If your item was purchased online -
In the first instance please Call us on 0371 2313 113 and ask to speak with the Duty manager who will endeavour to resolve the matter quickly and to your satisfaction
Alternatively please write to sales@hughes.co.uk With details of your complaint. The vast majority of problems can be resolved in this way.

If your purchase was in store -
If you are in one of our shops please ask to speak with the duty Manager who will endeavour to resolve the matter quickly and to your satisfaction.
Alternatively please write to, telephone or email the shop manager with details of your complaint. Contact details can be found at www.hughes.co.uk/storefinder and the vast majority of problems can be resolved in this way.

In both cases if after contacting the manager you are still not happy with our response then please write to us at;

Customer Care
Hughes TV & Audio Limited
Head Office
Mobbs Way
Oulton Broad
Lowestoft
Suffolk
NR32 3AL

Or
customercare@hughes.co.uk

Your complaint will be acknowledged within 2 working days and then allocated to either a senior manager or director to respond to you. A director will review complaints and issue the companies final response in writing if necessary.

Please see link below to the European online dispute resolution provider:
European ODR platform

or

Alternative Dispute Resolution scheme:
www.small-claims-mediation.co.uk

Sales & Service Working Hours

Our normal office hours are 9am - 5.30pm Monday to Friday.

Your Right to Cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

Your Right to a Refund

You should receive a refund within 14 days of the goods being received back

A deduction can be made if the value of the goods has been reduced as a result of the customer handling the goods more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.

Refunding the cost of delivery You are entitled to the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service e.g. expedited/express delivery, weekend delivery, installation or removal of a scrap appliance you will only receive the basic delivery cost.

Should you wish to cancel your order, any goods supplied must be returned to Hughes, Inspections Dept, 7-9 Howlett Way, Thetford, Norfolk, IP24 1HZ, at your own expense within 14 days of your notice to cancel.

We are unable to accept back unwanted gifts or non-faulty items if more than 14 days after the delivery date have passed. If your item is faulty please see the 'Service' section of our website. We are able to arrange insured collection if requested; please contact us for a price.

Other

These terms and conditions are subject to change without notice and do not affect your statutory rights as a consumer.

Availability

Please make sure that you take into account the availability of your item when placing your order.

Availability Guideline

In Stock: The item is in stock and availalable for delivery

Temporarily Out of Stock: This item is currently not in stock but is available for ordering. We will contact you with an estimated delivery date once we have the information from our suppliers.

Coming Soon: The item is on order and is expected into our warehouses soon.

Gift Wrapping

A gift wrapping service is not available, it is possible to deliver your item to an alternative address.

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