Hamoki Policies
Returns, Refunds & Cancellations
At Hamoki, we want our returns process to be clear and straightforward.
The terms that apply to your purchase depend on whether you are
purchasing as a trade/business customer or as an end
user/consumer. Please read the relevant section below
before requesting a return.
Nothing in this policy limits or excludes any statutory rights that
cannot lawfully be limited or excluded.
1
Trade & Business Customers
This section applies where goods are purchased as a registered Trade customer (Distributor). Business-to-business purchases do not carry the same cancellation and change-of-mind rights as consumer purchases. Acceptance of unwanted trade returns is therefore at Hamoki's discretion and subject to the conditions below.
Trade Return Period How the return period is calculated for trade customers.
For trade customers, any discretionary change-of-mind return period is calculated from the date of Hamoki's original invoice to the trade customer.
Where goods have been purchased by a trade customer for stockholding or subsequent resale, the later sale or delivery of those goods to the trade customer's own customer does not restart, extend or create a new return period with Hamoki.
For example, where a distributor purchases equipment from Hamoki for stock and subsequently sells that equipment several weeks or months later, the date of that subsequent sale does not become the relevant date for determining eligibility for a discretionary trade return.
For dropship orders, where Hamoki dispatches goods directly to the trade customer's end customer, the transaction remains a sale between Hamoki and the trade customer.
Hamoki acting as the fulfilment point does not create a separate sale between Hamoki and the end customer or alter the applicable trade return terms.
Any cancellation, return, refund or other remedy offered by a trade customer to their own customer is a matter between those parties and does not automatically create an entitlement to return, refund or credit from Hamoki.
This does not affect any separate rights or remedies which may apply where goods supplied by Hamoki are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
Change-of-Mind / Unwanted Trade Goods Conditions that apply if Hamoki agrees to accept a return.
Where Hamoki agrees to accept the return of unwanted goods from a trade customer, the following conditions apply:
- The return request must be made within 14 days of the Hamoki invoice date.
- Goods must be unused, uninstalled and in a fully resaleable condition.
- Goods must be returned in their complete original packaging, including all accessories, manuals, protective materials and components supplied.
- The Distributor is responsible for arranging and paying for suitable return carriage unless otherwise agreed by Hamoki.
- A 25% restocking charge may apply to accepted trade returns.
- Original delivery charges are non-refundable.
- Any additional collection, failed collection, redelivery or return carriage charges may be deducted from any credit due.
All trade returns require prior authorisation from Hamoki. Goods must not be returned without an authorised return arrangement.
Approval to return an item does not constitute approval of a credit. Returned goods will be inspected following receipt, and Hamoki reserves the right to reduce or refuse credit where the condition of the returned goods does not meet the above requirements.
Returns must not be sent to Hamoki without prior authorisation.
Acceptance of a return request does not constitute confirmation that a credit will be issued. Returned goods will be inspected upon receipt.
Hamoki reserves the right to reduce or refuse credit where goods are returned used, installed, damaged, incomplete, inadequately packaged or otherwise unsuitable for resale.
Faulty Goods & Warranty Claims How to report a fault and our warranty assessment process.
A suspected fault is not treated as a change-of-mind return.
Where equipment is believed to be faulty, customers must contact Hamoki before returning, replacing or disposing of the equipment.
We may request information including:
- Hamoki invoice/order details
- Model and serial number
- Photograph of the appliance dataplate
- Photographs and/or video showing the reported issue
- A detailed description of the fault and circumstances in which it occurs
- Installation or commissioning information where applicable
- A suitably qualified engineer's diagnostic report where required
Our Technical/Warranty Team will assess the information supplied and advise on the appropriate next steps in accordance with the applicable warranty terms.
Please visit our Warranty Policy for more information.
The existence of a reported fault does not automatically authorise the return or replacement of an appliance.
Installed Equipment Important information for professionally installed equipment.
Gas, hardwired electrical and other professionally installed equipment should not be disconnected or returned without prior agreement.
Where applicable, Hamoki may require evidence that the appliance was installed and commissioned by an appropriately qualified person before a warranty claim can be assessed.
2
Consumers Purchasing Directly from Hamoki
This section applies where you are purchasing directly from Hamoki as an end user or consumer. Nothing in this policy affects your statutory rights.
Cancellation
Generally 14 days after receiving the goods.
Return Conditions
Goods should be appropriately handled and packaged.
Refunds
Processed in accordance with applicable consumer law.
Faulty Goods
Separate rights apply under consumer law.
Cancelling an Online Order
Where the Consumer Contracts Regulations apply, consumers purchasing online generally have the right to cancel their order within 14 days after receiving the goods, without having to provide a reason.
You must notify us of your decision to cancel within the applicable cancellation period. Once cancellation has been notified, the goods must normally be returned within 14 days.
Returning Unwanted Goods
You may inspect goods in the same way that you reasonably would in a shop. You are responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where applicable, you will be responsible for the direct cost of returning unwanted goods to us.
Commercial catering equipment can be large, heavy and palletised. Return carriage costs can therefore be significant. Please contact us before arranging a return so that we can provide the appropriate return instructions.
Goods should be appropriately packaged for transport to prevent damage during their return.
Consumer Refunds
Where a valid cancellation is exercised, we will refund payments as required by applicable consumer law.
Where you paid for delivery, the refund of the original delivery charge will be limited, where permitted by law, to the cost of our least expensive standard delivery method offered for the order.
We may withhold reimbursement until we have received the goods back or you have supplied evidence that they have been returned, whichever occurs first, where permitted by law.
Faulty Consumer Goods
If you purchased directly from Hamoki as a consumer and believe your product is faulty, please contact us as soon as possible.
Your rights in relation to faulty goods are separate from the 14-day cancellation right and are governed by the Consumer Rights Act 2015.
We may ask you to provide photographs, videos, serial numbers and other reasonable information to help us identify the product and understand the reported fault.
Nothing within Hamoki's manufacturer's warranty replaces or limits your statutory consumer rights.
3
Damaged Deliveries
Please inspect the external condition of your delivery as soon as reasonably possible. If the packaging or equipment shows signs of transit damage:
- Photograph the goods before removing them from the pallet or packaging wherever possible.
- Photograph any damage to the packaging, pallet and appliance.
- Retain all packaging and protective materials.
- Record visible damage with the courier where possible.
- Contact Hamoki promptly with your order details and supporting photographs.
Please do not dispose of damaged goods or packaging until we have confirmed the next steps.
Reporting damage promptly helps us investigate the matter with the third-party carrier and determine the appropriate resolution.
Please refer to our Shipping and Delivery Policy for more information.
4
Return Authorisation
Please contact Hamoki before returning any product.
Unauthorised returns may be refused or may result in additional
handling or carriage charges.
Once a return has been approved, we will provide the relevant return instructions and, where applicable, a returns reference.
Unless Hamoki has expressly agreed to arrange collection, responsibility for safely returning the goods remains with the customer.
5
Items We May Be Unable to Accept as Change-of-Mind Returns
Subject always to applicable consumer rights, we may be unable to accept certain goods for discretionary return, including:
- Goods that have been installed, commissioned or put into commercial use
- Bespoke, customised or specially ordered products
- Goods that are incomplete or missing accessories/components
- Goods damaged after delivery
- Goods returned without adequate protective packaging
- Goods materially altered from their original condition
Different rules may apply where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
6
Purchases Made Through a Hamoki Distributor or Retailer
Hamoki supplies commercial catering equipment through a network of independent distributors, retailers and resellers.
This may include:
- Stock orders, where equipment is supplied by Hamoki to the trade customer for their own stock and subsequently resold by them.
- Dropship orders, where a trade customer places an order with Hamoki and asks us to deliver the equipment directly from our warehouse to their end customer's delivery address on their behalf.
Where Hamoki fulfils a dropship order, Hamoki's delivery of the goods directly to the end user does not make Hamoki the retailer or seller to that end user.
The end user's contract of sale remains with the distributor, retailer or reseller from whom they placed and paid for their order.
Accordingly, where you purchased your Hamoki equipment from another business, requests relating to cancellation, returns, refunds, rejection of goods or other remedies under your contract of sale must be directed to the business from which you purchased the equipment, regardless of whether the equipment was physically delivered by Hamoki.
Hamoki may work with the supplying distributor or retailer to provide technical assistance, parts and manufacturer's warranty support where applicable. This support does not replace or transfer the seller's contractual or statutory obligations to their customer.
For Hamoki Trade Customers
Where you have supplied Hamoki equipment to your own customer, you remain responsible for managing your relationship and contractual obligations with that customer.
If technical or manufacturer's warranty assistance is required, please contact Hamoki directly with the relevant Hamoki invoice/order details and supporting information.
Please do not instruct your customer to return equipment directly to Hamoki unless the return has first been authorised by us.
Any return, collection, credit or other arrangement between Hamoki and the trade customer is separate from any refund, replacement or other remedy that the trade customer may provide to their own customer.
7
How to Request a Return or Report a Fault
When contacting us, please provide:
- Your order or invoice number
- Product name/model
- Serial number where applicable
- Reason for the return or details of the reported fault
- Relevant photographs or videos
Please do not arrange return carriage until your request has
been reviewed and return instructions have been provided by Hamoki.