Hycom Delivery & Returns Policy
Customer Service & Returns Policy
At Hycom we pride ourselves on giving our customers and clients complete transparency and full communication at all times. If by chance something doesn't go quite to plan during your order or works process, please bear with us and be assured we will do all we can to rectify the situation as smoothly and as quickly as possible, to the best interests of your desires and work schedules. Below are some of the main points we would like to inform you of. Please call us at any time, email us with your Order or Works reference number or email directly to firstname.lastname@example.org if that is easier, with any queries before, during or after sales. Our office team our aware of all orders, deliveries and the schedules of our Install Teams and we hope to resolve almost all issues within a single callback. Thank you for choosing Hycom.
Shipping & Delivery
We do our utmost to deliver most of our Hycom Direct online goods and any orders taken by phone on the next working day when they are ordered and paid for before 12 noon from Monday to Thursday. Although almost all of our orders arrive on time this is not guaranteed due to sometime conditions beyond our control; at times this is subject to limited availability so please call us to check when timings are very urgent. These deliveries are scheduled between 08.00hrs and 18.00hrs and must be met to be received. We have developed a great relationship with both our courier and pallet transporter and will inform you of any foreseen delays. When ordering online with Hycom Direct we have set up very low flat rates directly related to the pallet size and weight of your goods with a minimum charge of £40. Missed deliveries will incur a recharge. If you are not making use of our professional install teams we would strongly advise against booking installers until your goods have arrived, and we cannot be held responsible or liable for any costs otherwise incurred. By placing your order and accepting our delivery charge you are agreeing to these conditions.
In accordance with industry insurance regulations smaller deliveries and most pallet deliveries will be to your door and are 'curb-side drops'. The driver will not be insured to offload into your place of work or site. Please have 2 or more people, or a forklift and driver where and when appropriate, assigned to offload your order.
Returns & Replacements
You can return your order providing it is within 30 days of purchase and in new and resalable condition; a re-stocking charge of 30% will be applied. This gives you adequate time to check your order and inform us of your wish to return. Resalable condition is at the discretion of Hycom and will be checked when the order is returned. ALL RETURNS ARE THE RESPONSIBILITY AND EXPENSE OF THE CUSTOMER unless attributable to the negligence of Hycom. Refunds/credits will be completed/cleared within 14 days. Goods returned at the Customer’s request not on the Company’s own vehicle shall be at the Customer’s risk regarding insurance, for a value not less than the full invoice price . Specifically ordered or non-stock items are not returnable . Only goods returned in saleable condition can be accepted for credit. Hycom reserves the right to levy a restocking and handling charge according to manufacturer. All returns must be sanctioned by the Seller prior to goods being brought/sent back. Prior to use, please ensure that you inspect your goods prior to installation and that the goods are correct as per your order and that you are happy with the appearance and quality. Once the installation has started no claims for incorrect goods will be accepted. It is also the responsibility of the person installing your hygienic wall cladding to de-select any faulty or damaged boards prior to the installation as no claims for faulty of damaged boards can be accepted after the installation.
Damaged or Faulty Goods
Any damaged goods MUST be signed as damaged on the delivery note; we will then make further arrangements with you for as soon as possible replacements. If you are not happy with replacements to be sent out you may return the goods (at your own cost in accordance with Returns as sated above) and we will arrange a FULL refund including your original delivery charge within 7 working days.
In the instances in which deliveries contain one or more pallets, the pallets are the responsibility of the customer and are to be offloaded as part of the delivery and order.
All goods remain the property of Hycom until paid for in full.
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