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.
Trade & Business Customers
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.
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.
Where Hamoki dispatches goods directly to an end customer on a distributor's behalf (dropshipping), the distributor remains Hamoki's customer and the end customer's contract remains with the distributor or retailer from whom they purchased.
Please see section Purchases Through a Distributor or Retailer for further information.
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, uncommissioned 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.
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. In addition to information set out in section “How to Request a Return or Report a Fault”, we may require the following:
- 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.
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.
Cancelling an Online Order Your cancellation rights when purchasing online.
If you recognise that you have made a mistake in your delivery address details, please call the office on 01908 616115 as soon as reasonably possible. If we cannot answer the phone, we ask you to reference your order number and email us on sales@hamoki.co.uk with the corrected information.
We may be able to catch and alter this information before goods are dispatched. If they have already left our warehouse, we may not be able to make the requested change. Please do check contact information and addresses are correct before checking out.
If you have ordered the wrong item, quantity or made a duplicate order, please follow the above instructions.
Returning Unwanted Goods Important information about returning unwanted equipment.
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 return goods within the applicable cancellation period. Once cancellation has been notified, the goods must be returned to our address within 14 days of notification.
- Goods must be unused, uninstalled, uncommissioned and in a fully resaleable condition.
- Goods must be returned in their complete original packaging, including all accessories, manuals, protective materials and components supplied.
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. If your return request falls outside of 14 days from the delivery date, a 25% restocking fee will be applied.
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.
Consumer Refunds How refunds are handled following a valid cancellation.
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 Your rights and what to do if you believe a product is faulty.
If you purchased directly from Hamoki as a consumer and believe your product is faulty, please contact us as soon as possible and refer to section “How to Request a Return or Report a Fault” for information on what you need to have readily available.
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.
General
1
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 Shipping and Delivery Policy for more information.
2
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.
Acceptance of a return request does not constitute confirmation that a credit will be issued. Returned goods will be inspected upon receipt.
3
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.
4
Purchases 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; or
- 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.
If you purchased your Hamoki product from another business, your contract of sale is with that business, not directly with Hamoki.
This remains the case where Hamoki physically dispatched the goods directly to you on the retailer or distributor's behalf. Hamoki's involvement in warehousing or delivery does not transfer the retailer's contract with its customer to Hamoki.
If you wish to:
- Cancel an order
- Return an unwanted product
- Request a refund
- Reject faulty goods
- Exercise your statutory consumer rights
You should contact the retailer or distributor from whom you purchased the product. That business is responsible for handling its contractual and statutory obligations to you.
Where appropriate, the retailer or distributor may then contact Hamoki separately regarding technical support, parts, warranty assistance or its own contractual arrangements with Hamoki.
For Our Trade Partners
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.
A distributor's decision to offer its customer a return, refund, replacement or other remedy does not automatically create an equivalent right of return or credit against Hamoki.
5
How to Request a Return or Report a Fault
When contacting us, please provide:
- 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
- Reason for the return or details of the reported fault
Additional information may be requested depending on the product and nature of the issue.
For products purchased through another retailer or distributor, please contact that business first so that they can manage the request with you and liaise with Hamoki where required.
Important
This policy should be read alongside Hamoki's applicable Terms & Conditions, Warranty Terms and Shipping & Delivery information.
Nothing in this policy is intended to exclude, restrict or replace rights or remedies that cannot lawfully be excluded under applicable UK law.