Returns Policy

You have 7 days from the day following delivery of the goods to return unwanted or incorrectly ordered items. This does not apply to non-standard / specially ordered or bespoke items. We will either exchange or refund (within 30 days), provided that all the goods are returned in a perfect, unused, unopened, saleable condition, in their original packaging & you follow our Returns Procedure below. All postage costs relating to the returning of goods will be the responsibility of the buyer.

If any goods are returned which you feel are faulty and not repairable, and covered by the manufacturer’s warranty, these must be returned to us for inspection, once a Returns No. has been issued, together with your purchase receipt. If it is found to be a genuine fault of manufacture (not accidental damage, misuse, abuse, neglect, normal wear and tear, something that can be adjusted, or a part that can be changed), we will usually either repair or replace it free of charge. In some cases we may offer a full refund. Your standard postage costs will usually be reimbursed, but we will not reimburse any additional postage costs you paid for services such as priority delivery or delivery outside of mainland UK.

If any parts are faulty, or develop a fault during the 6 month guarantee period, we will send out replacements free of charge, so long as they are covered by the manufacturer’s warranty. Any labour/fitting charges are the responsibility of the customer.

If any goods are returned claiming to be faulty which we regard as not being covered by the manufacturer’s warranty, we will contact you to inform you of this. In this event, you will be liable for all postage costs.

All postage costs relating to the returning of goods will be the responsibility of the buyer. If any goods are returned owing to an error on our part, we will gladly refund your postage charge to the value that it would cost us to send the package to you. If any goods are returned & deemed to be faulty, within the guarantee period, we will refund the postage charge to the value that it would cost us to send the package to you.

We accept no responsibility for loss of or damage to a customers parcel until it has been safely received at our premises, please see Returns Procedure below.

Returns Procedure

Please do not return any item without first contacting our customer care department for a returns number.

In the unlikely event you need to return anything to us, please complete our online Returns Request Form. Please put as much detail as possible in the e-mail it may be possible to resolve the problem to your full satisfaction without returning the product. If it is necessary to return the product we will e-mail you a returns number.

Include in your parcel –

A copy of the Returns Number e-mail.
A copy of your Purchase Receipt.
Your Name & Address.
A daytime telephone number.

We advise you –

To check that the goods are covered by the appropriate insurance.
To wrap the product carefully to avoid damage.
To return the goods by recorded delivery, registered post or by courier.
Proof of postage will not be accepted as proof of delivery.

We accept no responsibility for loss of or damage to a customers parcel until it has been safely received at our premises.

These statements do not affect your statutory rights.

Repairs

If you have a broken or damaged item we may be able to repair it or offer you a spare part, please complete the email cases@hofbauer.co.uk with as much detail as possible. We will try to assess from your description the options & costs for you, however, it may be necessary for you to return the item to us for a full assessment. We will contact you with the result of our assessment, notifying you of the cost.

If following assessment we cannot economically repair the product or you decide you do not wish to proceed with the repair & would like the product returned you will be charged the return carriage cost.

All postage costs relating to the returning of goods will be the responsibility of the buyer.