All orders placed on the website are subject to acceptance in accordance with the following:

- You will be given the opportunity to confirm the details of your order, including your address and payment details, prior to completing your order.

- When you place an order, we will send you an acknowledgement email to let you know that we have received your order. This is not an order confirmation or acceptance.

- We will send you a confirmation email to confirm that your order has been dispatched for delivery. This is confirmation and acceptance of your order. Should any of the items in your original order be unavailable, you will receive a refund for the amount of the unavailable item(s).

- Unless otherwise agreed, your order will be delivered within 30 days of confirmation of your order. Where we are unable to deliver your order within this period, we reserve the right to cancel your order. Please note that special terms and conditions apply in relation to the delivery of furniture. Please see the furniture terms and conditions, which can be found here, or contact our Customer Service team for further information.

- Once you press the ‘Pay Now’ button, you have given us permission to process your order as requested.
 

We may be unable, or refuse, to accept your order because:

- one or more products in your order are unavailable;

- we are unable to process payment for your order, or your chosen payment method has been refused;

- we have identified a pricing or product description error;

- your order fails to meet the requirements of local import restrictions or requirements at your delivery destination.

- you fail to meet our order eligibility criteria or have failed to comply with our terms.

If we are unable to accept your order, our Customer Service team will be in touch with you as soon as possible.

Deliveries will be carried out by third-party couriers such as Royal Mail and Parcelforce tracked service. By placing an order on the website, you agree to the conditions of carriage of our delivery partners.  Delivery is UK Mainland only.

The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, we will deliver the order within 5 working days after the date of dispatch. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay. 

In certain circumstances, our delivery partner may offer alternative delivery options, including provides the following options: signature release – opting out of the requirement to provide a signature on delivery; and/or leave with neighbour – redirecting the delivery to a neighbour (‘On Demand Delivery Service’). By selecting to receive your order via one of these options the On Demand Delivery Service, you acknowledge and agree that we are neither responsible or liable for any loss or damage that may result from this service.

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We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date. 

We will process your refund as soon as possible, but please note that, depending on your bank/card issuer, it may take up to 10 working days for your refund to appear in your account.

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In addition to your statutory rights, Hanlux offers the following rights of return:

3.1 Unwanted products may be returned for a refund or exchange if they are returned unused and in their original condition. All items are inspected upon return. Please note: the removal of item tags or security tags will be taken as evidence of a product’s use by you; the product cannot be returned in these circumstances. Products bought online cannot be exchanged and may only be returned for a refund.

3.2 Refunds will be provided against the original form of tender, except for in-store purchases of the following, which will be refunded as a Gift Card: jewellery, watches, Sale items and special orders.

3.3 All items are inspected upon return. If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you. If you are returning your product by post, please include your personal details and the best way for us to get in touch with you; otherwise we will be unable to process your refund. 

3.4 Refunds and exchanges on purchases made on an event day or with other promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.

3.5 Subject to your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013), returns must be made within 14 days with proof of purchase. Returns are subject to the exclusions and restrictions listed below (please see ‘Non-Returnable Products’ below). If you need to return large or heavy items, please contact us.

3.6 Purchases made during Christmas or Summer Sale periods may be subject to different returns policies.

3.7 Please contact our Customer Service team to arrange a return for a product purchased in one of our airport stores.

3.8 If you believe your products are faulty, please contact our Customer Service team.

3.9 We monitor the number of returns being made by customers. Continued, or high numbers of returns within a short period, may be deemed by Hanlux (in its sole discretion) to be evidence of a breach of these terms.

This policy may be changed from time to time at our discretion.

Non-Returnable Products

The following products cannot be returned:

- Products that are personalised, altered, used even if slightly or otherwise made to your specification.

- Perishable goods (including food and beverages, and hampers).

- Beauty products.

Refunds and exchanges will not be permitted for purchases made in-store on Sale purchases after the last day of the applicable Sale.

- All hampers are non-returnable and non-refundable.

- We are not responsible for faults or damage caused by storage of the hamper.

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These terms and conditions relate to online orders made via our website.

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