Returns and refunds policy

Contact [email protected] with the order number, the item and the reason for return. This lets CableHQ provide the correct return address, reference and carrier method and helps avoid delay. Do not send returns to a supplier or manufacturer unless CableHQ has confirmed that route.

A consumer's cancellation takes effect when a clear cancellation statement is sent and does not depend on CableHQ approving it. Where practicable, please wait for routing instructions before physically sending the goods; that request is administrative and is not a condition of exercising a statutory cancellation right.

Consumers buying online normally have 14 days after receiving goods to tell CableHQ that they wish to cancel. They then normally have a further 14 days to return the goods. A clear email statement is sufficient; no particular wording is required. Consumers may use the optional model cancellation form below, but do not have to do so.

CableHQ does not currently advertise an extended voluntary consumer change-of-mind period.

• Use suitable protective packaging and include the provided return reference.
• Take reasonable care of goods while deciding whether to keep them.
• Keep accessories, instructions and product packaging together where reasonably possible.
• A consumer may examine goods as they could in a shop. If additional handling causes a loss in value, CableHQ may make a deduction limited to that loss where the law permits.

Opening packaging or carrying out a reasonable inspection does not automatically prevent a cancellation.

For a consumer change-of-mind cancellation, the customer is responsible for the direct return cost where this was explained before purchase. CableHQ will cover or arrange a reasonable return method where goods are faulty, damaged in transit, incorrect or misdescribed, or where CableHQ has expressly agreed to do so.

For goods that cannot normally be returned by post, the estimated direct return cost will be stated in the product information, quotation or checkout before purchase where the consumer is expected to pay it. If the required estimate was not provided, CableHQ will bear that cost where required by law. Proof of posting should be retained until the return and refund are confirmed.

Subject to applicable law, cancellation or voluntary return rights may not apply to:

• goods genuinely made to the consumer's specification, clearly personalised or cut from a longer cable specifically to a length requested for that order (not a standard pre-cut option);
• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
• goods inseparably mixed with other items after delivery;

A product is not excluded merely because CableHQ specially ordered it from a supplier. Misuse, incorrect installation or handling beyond reasonable inspection may affect the value of a refund or a fault claim but does not create a broader cancellation exception. These provisions do not remove rights where goods are faulty, unsafe or not as described.

Consumers are entitled to goods of satisfactory quality, fit for purpose and as described. The Consumer Rights Act 2015 may provide a 30-day short-term right to reject faulty goods, followed by rights to repair or replacement and, in some circumstances, a price reduction or final rejection.

Please report visible transit damage, shortages or an incorrect item within 48 hours of receipt. This helps preserve evidence and gives CableHQ time to investigate with the supplier and carrier, but does not remove consumer statutory rights. Photographs and a fault description can help, but CableHQ will not impose evidence requirements that unlawfully prevent a remedy.

• Refunds due normally use the original payment method unless another method is expressly agreed.
• A valid consumer cancellation includes the basic outbound delivery charge; an upgrade above the least expensive standard service need not be refunded.
• CableHQ may wait for returned goods or evidence of return before refunding where the law permits.
• For a consumer change-of-mind cancellation where goods have been supplied and CableHQ has not offered to collect them, the refund will be issued without undue delay and within 14 days after the earlier of receiving the returned goods or receiving evidence that they were sent back.
• If CableHQ has offered to collect the goods, or no goods have been supplied, a consumer change-of-mind refund will be issued without undue delay and within 14 days after being told of the cancellation.
• Where a consumer is entitled to reject faulty goods under the Consumer Rights Act 2015, the refund will be issued without undue delay and within 14 days after CableHQ agrees that the consumer is entitled to it.
• CableHQ will not charge a fee for issuing a statutory refund.
• After CableHQ issues a refund, the payment provider may take additional time to display it.

Statutory consumer cancellation rights do not apply to purchases made wholly or mainly for business use. An unwanted, non-faulty business return must be requested within 10 calendar days of delivery and approved in writing by CableHQ before it is sent. The goods must be a standard stocked product, unused, complete, resaleable and in their original undamaged packaging. Where CableHQ must use a supplier return route, the return is also subject to that supplier's eligibility requirements. The business customer pays return carriage and a 30% restocking charge, calculated against the returned product’s CableHQ selling price excluding VAT.

CableHQ may reduce or waive that charge where no supplier or restocking loss is created. Opened, incomplete, special-order, non-stock or non-resaleable goods may be refused. No restocking charge applies to faulty, damaged, incorrect or misdescribed goods.

CableHQ will not retrospectively add a standard delivery charge solely because a partial return leaves the value of the products retained below the £200 ex VAT free-delivery threshold.

See the returns guide, delivery policy and terms of sale.