Returns Policy

Returns Policy:

 Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unopened and in the same condition that you received it. It must also be posted back to us in a protective package or envelope at your expense. We will not refund postage. 

If your purchase was from another online or high-street retailer we will need a receipt of purchase and the full details of where and when it was purchased.

We will also need the necessary bank details to be able to administer the refund. This will happen via an online transaction which can take up to 5 working days to show in your bank account.

If the item is not manufactured by Hion Ltd, please do not send your purchase back to the manufacturer, please send it directly to us and we will take responsibility for resolving any issues.

Refunds (if applicable):

We will only refund damaged or defective items. We will not refund if the product is used, opened or if you simply change your mind. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you have not made the purchase via the Hion.com website we will require details and proof of purchase as well as the relevant bank details necessary to make the refund.

Late or missing refunds (if applicable):

If you haven’t received you refund within 5 working days of our refund confirmation please initially check contact your credit card company or bank, as it may take some time before your refund is officially posted.

Depending on your bank or building society, there is often varied processing times before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at payments@hion.com and we will look into it immediately.

Exchanges (if applicable):

We can only replace items if they are defective or damaged. If you need to exchange something we will do it for the same item or equivalent that we have available in stock.

Please send us an email at payments@hion.com and once we have acknowledged your email we will ask you to send your item to: Hion Ltd, Trym Lodge, 1 Henbury Road Bristol, BS9 3HQ.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Non-returnable items:

Gift cards.

Downloadable software products.

Any opened or used items, unless faulty.

Shipping:

To return your product, you should mail your product to: Hion Ltd Trym Lodge, 1 Henbury Road Bristol, BS9 3HQ.

If you are looking to exchange an item or want a refund due to changing your mind you will be responsible for paying for the shipping costs for returning your item.

If your product is damaged or defective we will issue a refund for the initial cost of postage (if purchased online) as well as the cost of return shipping to us.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

Hopefully you won’t need any of the above information J