Important: All order returns and warranty claims are now requested and handled from your customer account, simply login and select My Returns. If you checked out as a guest or an eBay customer, please use this link.
When purchasing products made by manufacturers from across the world, it can sometimes seem daunting as to how you would go about returning a product or put in a warranty claim in the event of an issue. Here at H-Tune we try to make the process as simple as possible, and also fair to all parties. Please do read each section below, but we'll quickly run you through an overview in the list below:
- We accept simple easy cancellations before dispatch for all parts ordered from our shelf stock.
- We often cannot offer cancellations on specially ordered products once we've either ordered them to be made, or made arrangements to ship them to our warehouse from somewhere across the world. This said, we will never have an issue cancelling/refunded if no costs have yet been incurred ourselves.
- Let us know within 14 days of any delivery damage or wrong parts received so we can make it right.
- Any unwanted parts from our shelf stock can be returned for 30 days, within the first 14 days you have the right to a full refund, thereafter to store credit or exchange. Returns must be received back in our warehouse within this timeframe.
- Almost all parts are covered for a full one year warranty, though please read the full details below as some parts are considered "consumable", especially in our high performance race scene. You're covered typically for repair or replacement, but not a refund for this period.
- All of the above respects your consumer rights under UK law such as the "Distance Selling Regulations", we're 100% fair to you, as we're people here too.
Please read below for our full policies, we've tried to make things as clear and simple as possible:
Cancellations & Returns
We offer no quibble cancellations and returns for for all regular stocked products sold straight from the shelves. For special ordered products available from suppliers, or simply made to order, we're typically unable to offer cancellations as these rarer parts will only ever be ordered in specifically for you - whether manufactured just for you, or specially imported for you by us, we incur costs as soon as our own stock order goes through with suppliers. If for example you've ordered a big brake caliper kit from us, the factory is normally physically manufacturing your kit within a couple of days - before they have our/your order, we'd have no problems cancelling, but we cannot ourselves soon as parts are on order.
We're always as reasonable as we can possibly be, we do occasionally make exceptions if we know a part is likely to resell from stock within a few weeks. A set of pistons for a 90s Japanese engine in an odd bore size and compression ratio, may never be sold again - we hope you understand why we can't just refund you and be stuck trying to resell the rarely needed stock ourselves.
You have the right to return unwanted parts sold from our stock within 30 days from delivery at your own cost. This only applies when the product is in its original state, complete with manufacturers packaging and inserts - it must be able to be sold as new again. Any goods which are considered perishable, and have a short life span are also not covered. For the first 14 days after delivery (the "contract cool-off period" by law) you have the rights to a refund back via your original payment method. Between 15-30 days you can only be issued with store credit to spend again with us at some point in the future. All refunds or credits given will be in full minus the original postage cost of sending the item to you where this is not a consumer right (please note: items listed free delivery still cost us to post out). We're very reasonable on returns, and will always respect statutory rights.
All returns are requested through your customer account, parts must be received back at H-Tune within 14 days of delivery for a full refund, or 15-30 days for store credit, thereafter returns are permanently closed by our warehouse system. Please do ensure your RMA approval slip is included in all returns sent back to us, these are the only way we know who a package belongs to and the only way our warehouse team knows a return has been approved. Late or anonymous returns cannot be accepted, but we're of course happy to post them back to you when you cover the costs.
Should the delivered product not function correctly, arrive damaged or incomplete please report this to us within 14 days of delivery and we will make fair arrangements with you for repair, replacement or in very occasional specific circumstances, compensation. Please note, that although we personally do not always agree with the policies of manufacturers ourselves - some don't consider cosmetic imperfections that do not affect performance as grounds for replacement. Little pain scratch on your fuel filter? It may be considered acceptable - but we're not going to let you sit there with brand new scuffed rims or a dented spoiler, we will always try ensure any issues are dealt with fairly.
If a package arrives on your doorstep and appears to obviously be damaged do not sign for it, instead ask the courier to return the item to us and get in touch. Upon signing for a parcel many couriers deem that you have accepted the condition it arrived in - yeah, we know. In the rare event this does happen, we'll do our utmost to resolve the situation on your behalf with the courier. We know you can't see damaged parts inside a sealed box, so if you've already signed, please examine thoroughly and also take pictures for us as evidence when you get in touch.
Any and all damaged parts must be sent back to us, if you're within the UK just ask us for a prepaid label. Unfortunately, we cannot reimburse for your shipping costs if you use your own courier as a strict policy, we've seen £3 parts returned with expensive £20+ special delivery from the post office one too many times and had to come up with a better solution for all of us - we'll supply you a label to simply print, stick, and drop-off at the local collection point.
Incorrect Fit or Wrong Parts
It is down to the buyer to ensure parts purchased and recieved are the correct parts / fitment for their vehicle - we try to ensure all our product descriptions and images are as accurate as possible, but be aware that in some cases they may be generic and covering a similar product, or a version produced for another vehicle. If you have any doubts, please contact us before purchasing, we try to be as helpful as we possibly can be. We strongly advise all customers to check parts on delivery to make sure what was ordered was received, similarly with our delivery damage damage policy above, we must be informed within 14 days of any issues. This is the contract cool-off period under UK law when a purchase is considered finalised and how long we have to issue a payment refund of parts are incorrect, thereafter we're only able to offer store credit for items eligible for return (see our "Cancellations & Returns" policy above). With any issues please contact customer services with pictures shows the issue and we'll try to assist best we can.
Over 99% of parcels make it to our customers in good condition in the expected time. But once or twice a month, we do see a package lost by our couriers. If parts have been dispatched from us and your expected delivery time missed, normally visible using the tracking information - we need to raise a "lost parcel search" with the courier. We do need to give them time to find your package and get it delivered, but once a search is raised, typically within a few days it'll either be found and delivered, or the package will be deemed lost - and we're able to then file a claim ourselves and get a new order prepared for you. Until a courier deems a package lost, we cannot send replacement parts due to the likelyhood it will still be delivered, even if it will be annoyingly slightly delayed.
When a part dispatches, if the given delivery time frame within the UK (be it "Next Working Day" or "48 Hours") is not met, we'll happily refund your postage costs no issue - just drop us a quick message so we know. We're unable to make guarantees on delivery time for our international customers due to occasional audits, checks or delays going through customs or crossing borders - these however are still extremely rare.
We offer a one year guarantee with all products sold, regardless of origin or manufacturer to make it simple for our customers. This does not include consumable products, such as fluids, brake pads, clutches or anything we deem falls under that definition. Please be aware that some warranty claim parts will sometimes have to be sent direct to the manufacturer for investigation, and this can take some time though we'll always do our utmost to liaise with them and expedite the process. Please request any warranty claims from your customer account and be sure to provide some pictures or video of the issue you're having and we'll do our best to help. Some manufacturers do like to only deal with warranty issues direct with customers, if this is the case, we'll at least be sure to provide contact details for you, and we'll still be here to support and advise on dealing with them as required - we want to ensure you're taken care of.
Early failure of parts due to incorrect fitment is not covered under our guarantee, we can't cover customers for their own mistakes or that of a garage/shop contracted to undertake fitment on their behalf. Please follow provided instructions (which may be on the manufacturer's website) if applicable, or ensure parts are fitted by a trained professional. We have had cases where products have been returned for a warranty claim, tested by a manufacturer, and deemed to be working fine - with installation or other dependant parts on the customer's vehicle being the issue. In this instance we do ask for all postage costs incurred to be paid before returning the item to you. This stance is to motivate you as a customer to ensure you've exhausted all other potential reasons for the issues before beginning the warranty process.