Terms and conditions

General 

The following terms and conditions apply to all orders processed by Hughes, either online or by any other type 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. If you have any questions, please don’t hesitate to get in touch.

Prices 

We like to keep it simple! All of the prices found on our website and in-store include VAT with no contract created until we have accepted your order. In the event that a product is listed at an incorrect price due to a typographical mistake or error in supplier pricing information, we will immediately let you know the correct amount and will only process the order once you have given us your explicit authority.

Delivery

Choose a date that best suits you with our handy delivery service. Find out more about how this can vary depending on location, product and courier by visiting our delivery page here.

Failed delivery & collection charges

We understand that sometimes life can get in the way. In circumstances where a delivery is attempted but missed or a collection is not claimed, there may be a small charge to compensate for the time spent by our delivery teams and shop staff. You can find the specific charges depending on the size of the item below.

Failed delivery charges:
Small products - £10
Large products - £50

Failed collection charges:
Small products - £10
Large products - £50

Postcode delivery checker

The postcode checker is a handy tool to help with your next purchase however availability can vary by product depending on stock and courier limitations. This tool should be used as a guide with it unable to provide an accurate estimate for Arrow’s delivery services to Out of Area (OOA) locations. This includes the Channel Islands, Eire, Isles of Scilly, Scottish Grampian & Highlands as well as Scottish Offshore. These deliveries or collections are organised with the customer once the order has arrived at the nearest delivery depot and can take up to 10 working days.

Floor protection requirements

Customers are more than welcome to cover flooring before collections/deliveries and don’t worry - we won’t take offence! After all, no one likes mucky floors. In fact, we encourage this as we won't cover claims made for damage to unprotected floors/carpets. Although our teams must wear safety boots for every delivery, just let them know and they’ll happily put shoe protectors on before entering your home.

Products 

Some of our product images, descriptions and specifications can vary, with these added details shown for guidance only. This is often due to changes in a manufacturer’s production run such as slight differences in colour, changing remote control designs or TV stands pictured differing from those supplied. Items may also need setting up and/or assembly including TV stands and cabinets.

Gift card promotion 

You can view our latest Gift Card Promotion terms and conditions here.

Bulk orders 

We reserve the right to decline bulk orders from both trade and individual consumers.

Payment 

We try to make your tech purchases as stress-free as possible by accepting payment from most major credit and debit cards as well as providing a variety of payment options. With the exception of orders taken on finance, the payment will be taken as soon as the order is placed. No purchase contract is created until we have accepted your order and confirmed the dispatch of the goods in writing. If you experience any problems whilst making a payment, please contact us for advice.

Klarna 

In cooperation with Klarna Financial Services UK Limited (KFSUK), Holborn, London, United Kingdom, WC2B 6NH, we offer you the following options with the payment to be made to Klarna:
• Pay in 3 instalments
• Pay in 30 days

Further information and Klarna’s user terms can be found here. Your personal data is handled in accordance with applicable data protection laws and in accordance with the information provided in Klarna’s privacy statement.

Guarantee 

Sleep easy knowing that all of our products are supplied with a minimum guarantee period of 12 months from the date of delivery. Products are sold for domestic use only.

Complaints 

While we always hope that we provide the very best products and services, we know that sometimes things don’t quite go to plan. If you would like to make a complaint, please follow the instructions below:

If your item was purchased online: 

Please call us on 0371 231 3113 or write to sales@hughes.co.uk and we will try to resolve the issue as quickly as possible.

If your purchase was in-store: 

Please use our Store Finder to locate the postal address, email or telephone details needed to report your complaint to the Store Manager. The vast majority of problems can be resolved in this way.

In both cases, if you are still unhappy with our response after contacting the manager and wish to escalate the matter for review, then please write to us at:

Customer Care 
Hughes TV & Audio Limited
Head Office
Mobbs Way
Oulton Broad
Lowestoft,
Suffolk
NR32 3AL
or email us at customercare@hughes.co.uk 

We aim to acknowledge all complaints within two working days, before investigating the issue further and allocating the complaint to either a senior manager or director for review. A director will issue the company’s final response in writing if necessary. Please note that our Sales & Service Teams’ working hours are 9am - 5.30pm Monday to Friday.

If your purchase was made using one of our partner finance providers and your complaint relates to your finance agreement: 

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider who will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks. Alternatively you can contact the finance provider directly using their complaints procedure.

What to do if you can't reach an agreement

If you are not satisfied with the finance providers response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of their final response letter to you.
They can be contacted in the following ways:

• Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  
• Telephone: 0300 123 9 123
  
• E-mail: complaint.info@financial-ombudsman.org.uk
  

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

Refunds, returns & cancellations 

If you would like to return a recent purchase or cancel your order, please visit our dedicated returns page here. Please be aware that our Christmas returns policies may differ and a separate returns information page will be available during the affected period.

Repairs

We are proud to be an authorised repair agent for a number of manufacturers and have our very own team of engineers to help provide our customers with a stress-free repair service should something go wrong. Find out what we can do for you in our repairs service here.

Availability guideline 

Please make sure that you take into account the availability of products when placing your order.
In Stock: The item is in stock and available for delivery.
Temporarily Out of Stock: This item is currently not in stock. If you enter your email address, you will receive a notification when the item comes back in stock and is available to order.
Coming Soon: The item is on order and is expected into our warehouse soon. We cannot accept pre-orders unless it is stated on the listing.

Gift wrapping 

Don’t spoil the surprise! Unfortunately, we don’t have enough helpers to provide a gift-wrapping service, but you can always place your order to an alternative delivery address to avoid disappointment.

Packages & bundles

As part of our terms and conditions, you must return bundle or package purchases in their entirety and cannot return an individual part of a package/bundle. Find out more on our returns page here.

Other 

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

Copyright policy 

The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers while the general look, feel and format of our website belongs to us. You are permitted to use this material only as expressly authorised by Hughes.