We only deliver to addresses in Great Britain and Northern Ireland (including the Channel Islands and Isle of Man*). For the avoidance of doubt, we do not deliver to PO Boxes.
We reserve the right not to deliver an order if we believe the address is not secure, for example to a communal postal address. If this affects an order you place, we will notify you as soon as possible.
Free - Standard Delivery provides delivery within 3-5 working days for orders of £30.00 and over.
£3.95 - Standard Delivery provides delivery within 3-5 working days for orders under £30.00
£5.95 - Express Delivery* provides delivery within 1-2 working days for orders placed before 3 pm, Monday to Friday.
*UK non-mainland deliveries are subject to courier availability, capacity and can therefore be subject to unforeseen delays.
**Express delivery is not available in all areas and geographical restrictions apply.
Can I Have My Parcel Redirected To A Different Address?
For your security, once you have checked out, we aren't able to change the address your order is being sent to. Don't worry- if you're not in when a delivery is attempted our courier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.
What Does Your Order Status Mean?
Payment Received - We have received your order but we haven't processed it yet.
Awaiting Dispatch - Your order is in the warehouse being picked/packed.
Order Dispatched - We have completed your order in our warehouse. Once the courier has collected it, you will receive confirmation from them.
Can I Track My Order?
We work closely with our delivery partners to deliver your parcel safely and to allow you to take delivery of your goods in a way that suits you.
This means you can arrange to reschedule your delivery or arrange to collect it. If you have not received an email confirmation with your tracking information, please use the Contact Us page to speak to our Customer Service team here.
What If I Am Not In When You Make A Delivery?
The courier will keep you regularly updated on the date and time of your delivery via a series of emails and text messages.
If you are not going to be in when they arrive, the courier will either leave the parcel with a neighbour, send you a text message and leave a card to advise you where your order was left. Alternatively, you can amend the delivery instructions by following the link provided by the courier in the text update you receive.
My Order Has Been Damaged On Delivery, What Should I Do?
If your order has been damaged in transit please contact our Customer Service teamhere, where one of the team will be happy to help.
Missing, Incomplete, Or Damaged Orders
For damaged products, incomplete orders, or despatched orders that don't arrive within the expected time period, please email our Customer Services teamhere.
What’s Your Return Policy?
If you’ve changed your mind or simply your Hamax product just isn’t right for you, you can return it to us within 30 days of receipt.
You will naturally wish to inspect the products you order and check for compatibility. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging) and, if you wish to return anything that it reaches us in perfect condition.
Where you have failed to take reasonable care of the goods, whilst in your possession or when returning them or if you have returned your purchase after 30 days (with the exception of faulty goods) we reserve the right not to offer you a refund in full. We may instead return your purchase to you.
We do not accept, used, altered, or damaged items.
We may not be able to issue you a refund if the value of an item is diminished by something that you have done for example;
Marked / Stratched
The goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and you keep your proof of postage. Hamax UK cannot accept responsibility for returned parcels that are not delivered to us.
Only items purchased at www.hamax.co.uk can be returned. Products purchased at another Hamax authorised retailer can only be returned to the original point of purchase.
What Happens If I Don't Like The Items Or They Do Not Fit?
No problem. Just send the item back to us and we will give you a full refund. Please fill in and enclose the form attached to your delivery note or print a returns form here.
Can I Exchange An Item?
We’re sorry we won’t be able to exchange your item. If you would like a different product or size you will need to place a new order so we can get it to you as quickly as possible. We will then process your return and refund for the items you have sent back.
Where Should I Send My Returns?
If you are returning item(s) to us please send them to:
Hamax UK Online Returns
Unit 4 Roundhouse Road
Faverdale Industrial Estate
Keep hold of proof of postage until the refund has been completed.
How Long Does It Take To Process My Returns?
We try to process returns as quickly as possible, but, it can take up to 14 days at busy times of the year.
My Item Has Developed A Fault – What Should I Do?
In the unlikely event, your purchase develops a problem we’re here to help.
Please contact the Customer Service team here and attach a picture of the issue if possible.
All Hamax items come with a warranty against manufacturing defects in materials and workmanship. It does not cover damage due to improper use, lack of maintenance, failure to follow the user manual, use of force, or normal wear and tear. The warranty is valid for the original user of the product only. Please read the user and maintenance manual recommendations carefully. Conditions that may cause premature wear of the carrier may not be covered by the warranty.
Should the product require service or you would like to make a warranty claim, all you need to do is return it to us with your returns form and let us know the problem.
Any purchases not made at www.hamax.co.uk can only be returned to the original retailer where the purchase was made.
Will you replace my faulty item?
If your item is found to be faulty, we will arrange a refund for you. This way if the product is out of stock or no longer available you can buy an alternative product.
All refunds will be processed within 14 days of your item being returned according to the payment method used below:
Credit / Debit Card
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
If you paid online using PayPal we will process your refund to your PayPal account.
All refunds will be processed within 14 days of your item being returned.
If you paid online using your account EWallet we will process your refund to your EWallet account.