Consumer terms and conditions

Please read these terms and conditions carefully before placing your order and retain a copy of these terms and conditions and your order for future reference.

Definitions

  1. In these terms and conditions:
    We, us and our refer to RC Hagen UK Ltd, registered in England and Wales under company number 1670484 with its registered address at Whitwood Industrial Estate, California Drive, Castleford, WH10 5QH VAT number GB372075360.You and your refer to the purchaser of any goods from us.Contract means the contract between you and us for the sale by us to you of goods.Goods means any goods you order from us. Order means an order placed by you with us for the purchase of goods by clicking “place order” on the checkout page. Consumer means any natural person who, when placing an order with us, is acting for purposes which are outside his or her trade, business or profession. Checkout page means the page on our website entitled “checkout” which gives details of the goods, delivery address and options, payment method and a “place order” icon. Website means our website at uk.hagen.com.
  2. Terms of the contract
    If you place an order for goods as a consumer, these terms and conditions apply to your order and to the contract between you and us. We may change these terms and conditions at any time. Any changes will apply to any orders that you place after the time that we update the terms and conditions on our website. The changes will not apply to any order that you place before we make the changes on our website. We have taken care to ensure that our website (including any help pages) and these terms and conditions do not contradict each other. However if there are any inconsistencies or contradictions then these terms and conditions shall apply instead of any contradictory or inconsistent part of our website.
  3. When the contract is created
    No contract exists between you and us until we notify you that we have accepted your order and delivered the goods. We are not obliged to accept your order.
  4. Description and price of the goods
    We make every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order. The price of the goods will be as shown on the checkout page of our website when you placed your order. We will charge you this amount. If applicable, You must also pay a delivery charge for the goods as indicated on our website at the checkout page. In the unlikely event that the price shown on the checkout page is wrong, and we discover this before accepting your order, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund.
  5. Delivery
    We will deliver the goods that you order to the delivery address you give when you place your order. Once we accept your order, we will endeavour to deliver the goods within the delivery period that applies to the option you have chosen. If we do not come to the delivery address within the applicable delivery period and you have given us the correct full delivery address then you may apply for a refund of the delivery charge. If we have not been able to make the deliver via our courier/carrier and the goods have been returned to us we may treat the order as cancelled by you. In this case we will refund the price of the goods, but we shall be entitled to keep the amount you paid for delivery. If you give us an incorrect or incomplete delivery address and as a result we try but are not able to make the delivery, we may treat the order as cancelled by you. In this case we will refund the price of the goods, but we shall be entitled to keep the amount you paid for delivery. If some of the goods you ordered are not available we may deliver part of your order. You will need to reorder the unavailable parts when they become available.
  6. Your right of cancellation under the Consumer Contracts Regulations
    You may cancel the contract under the Consumer Contracts Regulations by notifying us no later than 14 working days after we deliver the goods that you are cancelling the contract. We strongly recommend that you do this through our FAQ portal at http://faq.hagencrm.com/?uk  If you cancel the contract under the Consumer Contracts Regulations, you must take reasonable care of the goods from the time you receive them until you return them to us.  If you cancel the contract under the Consumer Contracts Regulations you must return the goods to us at your own expense. If you cancel the contract under the Consumer Contracts Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.
  7. Faulty goods
    In these terms and conditions, faulty goods means any goods we supply to you that do not conform to the contract. Faulty goods does not include any goods that are faulty due to fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with their intended use, failure to follow the manufacturer’s or our instructions, or any alteration or repair carried out without the prior approval of us or the manufacturer. You should notify us as soon as possible if you discover that any goods are faulty goods through our FAQ portal at http://faq.hagencrm.com/?uk see our returns policy. If you return goods because you think they are faulty goods, we may charge you the cost of all transport and our actual costs and expenses in the event that the goods are not in fact faulty goods.
  8. Returning goods – general
    When you return goods to us for any reason (for example because you have cancelled the contract under the Consumer Contracts Regulations or because you think they are defective goods):
    you must ensure that they are properly and securely packaged and labelled with our address;
    you are always responsible for any damage in transit that is due to incorrect or inadequate packaging by you; and you are responsible for any damage or loss in transit where you arrange the transport (rather than using our courier).You have a further 14 days from the expiry of the 14 day cancellation period to return the goods to us.
  9. Force majeure
    We shall not be liable for any failure to perform, or delay in performing, any of our obligations under the contract if and to the extent that the failure or delay is caused by circumstances beyond our control.
  10. Limitation of liability
    We shall not be liable to you for any loss or damage:
    where there is no breach of a legal duty owed to you by us or by our employees or agents;
    where such loss or damage is not reasonably foreseeable to us when we accept your order; or
    to the extent that any increase in loss or damage results from breach by you of any term of the contract.
    Our maximum liability to you under the contract shall be twice the value of the goods that you ordered. Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation or for any other liability that we are not permitted by law to exclude or (as the case may be) limit. These terms and conditions do not affect your statutory rights.
  11. Images
    Images of goods on our website are for illustrative purposes only and may differ slightly from the actual goods.
  12. Law
    These terms and conditions and the contract are subject to English law.

 

Return Policy

We hope that you’re pleased with your purchase from us, however we do understand that occasionally, you may need to return goods to us. We’ve set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.

Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.

If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that the goods have not been in your possession for more than 14 Working Days after the day on which you received the goods (‘Working Day’ means all days other than Saturdays, Sundays and public holidays). If you wish to cancel in this way please contact us via our FAQ portal at http://faq.hagencrm.com/?uk

You should get a refund within 14 days of either us getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner

Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a refund. Where any faulty goods are to be returned to us then please ensure that you read our Return of Faulty Goods: Packaging Guidelines.

Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 3 days with details of the damage via our FAQ portal at http://faq.hagencrm.com/?uk. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them.

Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we require that you notify us within 14 days via our FAQ portal at http://faq.hagencrm.com/?uk

Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible via our FAQ portal at http://faq.hagencrm.com/?uk Packaging

Goods for Return
In all cases where goods are to be returned to us,then please ensure that you read our Return of Faulty Goods: Packaging Guidelines

 

Return of Faulty Goods

Read on if you’d like to know…

  • What you need to do to ensure that goods being returned to us are adequately packaged.
  • Key information…
  • If you’re returning something to us it’s important that it is packaged correctly so that it does not get damaged during transit.
  • We therefore suggest that you package the item in its original packaging (assuming that you have the packaging and it is still intact).
  • Where it’s not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable shocks, puncturing, scratching or damage that may occur during carriage, handing and/or sorting.
  • Where we have agreed to collect the goods from you, then our appointed carrier shall be entitled to inspect the quantity, condition and the packaging.