Policies at HB Labs
Service as It Should Be
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!
Privacy Policy
Your Data is Secure
NOTICE OF MONITORED USE
Information from this website resides on a computer system maintained by a third party. The use of this website may be monitored for computer security purposes. Gaining access to this website for the purposes of hacking (i.e.- gaining unauthorised or illegal access to a system, directory or file) is strictly prohibited and is subject to criminal prosecution and civil penalties under the laws of England and Wales.
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HB LABORATORIES WEBSITE PRIVACY STATEMENT
This policy establishes how HB Laboratories will use information we gather about you from your visit to our website. The privacy of our customers is of high importance to HB Labs. If you visit our site:
1. To read or access information: We may collect and store information for statistical purposes. For example, we may count the number of visitors to the different sections of the site to help us make them more useful to visitors. Similar information may be gathered for any other types of connections.
2. To send us an email: By sending us an electronic mail message, you may be sending us personal information (eg - name, address, email address). We may store this information from the sender in order to respond to any query or to otherwise resolve the subject matter of the email. Regardless of the information being transmitted to HB Labs, we will protect all such information accordingly with applicable law. We do not store credit card information, nor do we share customer details with any third party.
Terms & Conditions
Our Policy
This website is owned and operated by HB Laboratories Limited. These Terms set forth the terms and conditions under which you may use our website and services as offered by us. By accessing or using the website of our service, you approve that you have read, understood, and agree to be bound by these Terms.
In order to open an account on our website and/or receive our services, you must be of the legal age of majority in your jurisdiction, and possess the legal authority, right and freedom to enter into these Terms as a binding agreement. You are not allowed to use this website and/or receive services if doing so is prohibited in your country or under any law or regulation applicable to you.
When buying an item, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase an item when you commit to buy an item and you complete the check-out payment process.
The prices we charge for our products are listed on the website. We reserve the right to change our prices for products displayed at any time, and to correct pricing errors that may inadvertently occur. Additional information about pricing and delivery charges is available on the payments page.
For any undamaged product, simply return it with its included accessories and packaging along with the original receipt within 14 days of the date you receive the product, and we will exchange it or offer a refund based upon the original payment method. In addition, for more details please refer to our website Return Policy.
We may, without prior notice, change the services; stop providing the services or any features of the services we offer; or create limits for the services. We may permanently or temporarily terminate or suspend access to the services without notice and liability for any reason, or for no reason.
When we receive a valid warranty claim for a product purchased from us, we will either repair the relevant defect or replace the product. If we are unable to repair or replace the product within a reasonable time, the customer will be entitled to a full refund upon the prompt return of the product to us. We will pay for shipment of repaired or replaced products to a customer and the customer will be responsible for a return shipment of the product to us.
The Service and all materials therein or transferred thereby, including, without limitation, images, text, graphics, logos, patents, trademarks, service marks, copyrights, photographs, audio, videos and all Intellectual Property Rights related thereto, are the exclusive property of HB Laboratories Limited. Except as explicitly provided herein, nothing in these Terms shall be deemed to create a licence in or under any such Intellectual Property Rights, and you agree not to sell, licence, rent, modify, distribute, copy, reproduce, transmit, publicly display, publish, adapt, edit or create derivative works thereof.
Shipping Policy
How We Do It
As Standard Delivery Service we use Royal Mail 1st Class.
Orders received before 3PM Monday to Friday are usually dispatched the same day by FIRST CLASS post (unless premium postal or timed courier services are selected). This does not apply to custom-length cables and speaker cables as these require more time to terminate. Standard delivery is usually within 2 working days. All items are fully insured. We use the Royal Mail for delivery of small packages and Parcel Force or UPS for items that weigh over 2KG. Items over 2KG are fully insured and will usually be delivered within 48 hours of placing your order subject to stock availability. For international orders, we use Royal Mail International Service or DHL where customers have selected this option.
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We offer free delivery on orders over £99 subject to the following terms & conditions:
Applies only to orders with £99 or more of items
Free Delivery on orders over £99 uses Royal Mail 1st Class postal service for items weighing under 2KG. For items weighing over 2KG, we use Parcel Force or UPS next working day services which deliver from 9.00am to 6pm within mainland UK (excludes Royal Mail Special Delivery Services and timed next day delivery services by Parcel Force or UPS).
Applies only to deliveries to addresses within mainland UK and Northern Ireland addresses. Applies only to orders that are to be delivered to a single Mainland UK delivery address.
You will not be eligible for free delivery on your order if any items are cancelled or returned for a refund, bringing the total order amount below £99. Where items are returned, the refund due will be the cost of the item less any postage costs.
We reserve the right to change or discontinue the promotional offer at any time.
FREE DELIVERY FOR ORDERS OVER £99 OFFER DOES NOT APPLY TO TRADE CUSTOMERS.
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Special Delivery UK - Guaranteed Next Working Day
We guarantee delivery to most UK addresses by 1pm the next working day. This includes Northern Ireland, Jersey and Guernsey. Some places take longer to deliver to but we still guarantee delivery within three working days by 5.30 PM.
For the Next Day Special Delivery service, orders must be received by HB Labs by 3PM weekdays, orders after the deadline cannot be guaranteed for same day dispatch.
Note: Royal Mail Special Delivery for next working day may not be possible where non-standard cable lengths are ordered. If this is the case, the item will be shipped via The Royal Mail Special Delivery service as soon as the cable is terminated.
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European Union & Rest of the World
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Since 1st January 2021, parcels to Europe are subject to customs and duty fees. !This means that goods shipped between EU countries, UK mainland and Northern Ireland have to clear customs and require a commercial invoice and other export documentation! This may need to be paid in advance to your local Customs & Excise office or the delivery company before your order can be delivered. We offer the following shipping services within the EU:
Royal Mail Standard International Mail Services - Items are usually delivered within 7-10 working days.
DHL Express - Items are usually delivered within 3-4 working days.
Worldwide:
Royal Mail Standard International Mail Services - Items are usually delivered up to 15 working days.
DHL Express - Items are usually delivered within 3-4 working days.
Note: We reserve the right to change your shipping method without notification if you select a method that we cannot use for your shipment. We will choose the least expensive shipping method for your order.
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Returns and Refunds Policy
How It Works
Goods ordered may only be returned within the first 14 working days for a full product refund, providing the following conditions are fulfilled:
You must give cancellation notice in writing by email or letter within 14 working days starting from the day after the goods are received.
Goods returned must have been handled with care. Customers have a statutory duty of care.
Goods must be returned complete (including all packaging, manuals, promotional gifts, etc for that product), unless goods are faulty. If any item(s) are missing when received then the product is deemed incomplete.
Customers are requested to return goods with the original packaging.
Carriage costs for returning the Goods are customers' responsibility.
The Goods remain customers' responsibility during transit and until signed for by us.
We are unable to accept the return of custom-made cables as these are tailored to individual requirements and are specially made to order.
You will not be eligible for free delivery on your order if any items are cancelled or returned for a refund, bringing the total order amount below £99.
Where goods are returned after the first 14 working days due to possible incompatibility with customers equipment, all associated delivery costs are the responsibility of the customer.
Refund of import duties and taxes paid by customers outside the UK are excluded.
Where customers wish to cancel an order AFTER it has shipped or, in any event, fail to pay the relevant duties and taxes at international destinations, the refund will be processed when the order is returned to and received by HB Labs. The refund due will be less shipping costs.
We will refund or re-credit you within 14 working days for any sum that has been paid by you or debited from your credit card.
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Faulty Products
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If you believe your goods have been delivered faulty or damaged, or a fault appears in the first 30 days after delivery please contact HB Labs for assistance. If your problem can’t be resolved by email the item can be returned for testing/replacement providing the following conditions are met:
All returned Goods must be authorised, so please email us before returning the product. Your order number must be enclosed with the product.
Goods should be returned complete (including all packaging, manuals, etc for that product).
Return shipping cost are your responsibility. If the item tests faulty or is damaged as described, we will refund your shipping costs. Note: for items that can be shipped via Royal Mail postal services, we are unable to cover the costs of items returned via Royal Mail Special Delivery service. Please use Royal Mail First Class Recorded Delivery services to return the items. We do not cover the cost of returning the item via courier delivery services. The goods are your responsibility until signed for by us.
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If the goods are found to be faulty/damaged
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We will offer an exact replacement for your item.
We will refund your return shipping costs if the item is faulty in the first 30 days after delivery. Note: We do not cover the cost of returning items via the Royal Mail Special Delivery Service or courier services. Items must be returned using Royal Mails First Class Recorded Delivery Service.
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If the items are found to be not faulty/damaged
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We will contact you to advise you of our findings.