Service dept - Terms and conditions

Hylands Ltd - Service Dept - Terms and Conditions

The following terms and conditions apply to all repairs/orders placed with Hylands Ltd either online or through any other form of communication, and form part of the contract between us.

Your use of our services indicates your acceptance of these terms and conditions so please read carefully and if required print for future reference.

Working Hours

Our normal working hours are 9:00am - 5:30pm Monday* - Saturday (*excluding bank holidays)

Products

We do not service everything, some manufactures have separate service agents / procedures, however we will still assist wherever possible.

Repairs are subject to spares availability.

There is always a risk with any goods being moved, if you have the original packaging for your product please make this readily available, otherwise should the product need workshop attention, we will handle your goods with care and cover during transportation where appropriate.
Customers are asked to examine goods upon collection / delivery and notify us of any major damage at this time.

Please note: due to the nature of some product (i.e. highly polished cabinets) slight marks can be difficult to totally avoid and can even be caused by just handling, if you wish you could arrange your own comprehensive insurance cover for the duration of the repair, you could also arrange your own transport direct to our workshop and ask to visibly inspect your unit with us prior to leaving. Please note Plasma TV's should always be transported in an upright position. Unless you have access to a van and can secure to prevent from falling we would really recommend you let us collect, handle & return for you as we are equipped and more accustomed to handling this type of product on a daily basis.

Please be advised that: To complete any repair, we may be required to update the software / firmware of your product.
The repair to your unit may also result in the loss of personal footage.
Hylands Ltd disclaims all liability for the loss of such data and any other consequential loss or damage.

Your product upon repair may be returned to original specification.
This may include (but is not limited to) return to region code 2 on DVD product, loss of specialist set up etc.

Please do not send accessories with individual items of equipment, unless specifically requested to do so.
(However remote controls may be required to operate and power leads that contain product specific transformers may also be needed)

All repairs should be completed within our target turnaround of 10 days subject to spares availability.

Pricing Policy

Any spare parts, remote controls or other accessories ordered for you will only be held for 1 month unless otherwise agreed and contact maintained.
N.B. Internal parts will not be supplied to customers unless they are to be fitted by someone suitably qualified

Repair under warranty?

Out of warranty repair?

Please ensure that your product is eligible. If it was both sourced and purchased within the EUROPEAN ECONOMIC AREA and within twelve months, it will be covered under normal guarantee terms.
If purchased outside of the EUROPEAN ECONOMIC AREA, a repair would be chargeable.
Please remember to include a copy of your original purchase receipt. Do not send the original. If appropriate, please also include a copy of your extended warranty certificate. These will be retained for a period of at least 90 days following repair completion, after which, they will be responsibly destroyed.
NB. Some items qualify for free collection and delivery under the warranty, other items you may be required to return at your own expense - or you may opt to pay our collection and delivery charge
(Please ask)

We may request an inspection fee before we commence diagnosis, this would be refundable in the event that the fault is found to be one of genuine manufacturing defect (in warranty) or used against the cost of repair (if the fault is found to be not covered by the manufacturers warranty terms)

If, on a warranty covered product, there is no fault apparent, your product will be returned to you / you will be notified to collect your product. You may be required to pay a call out charge if we have called out and found no apparent fault or that the problem was due to external causes not covered by the warranty
For workshop repairs if the problem is found to be one that is not covered under the terms of the warranty, or if the unit is found to be one that does not qualify for repairs under the warranty, an estimate will be raised and provided to you by telephone / e-mail.

Once a warranty repair has been completed, we will contact you either by telephone or e-mail to confirm. At this point, arrangements can be made for the unit to be returned to you

You will be charged an initial inspection fee of
£30 + VAT (plus collection & delivery if required?)
which will be redeemable against the final cost of repair.
See our schedule of £ charges

Upon receipt of your product an estimate will be raised and provided to you by telephone / e-mail, within 10 days. In the event that any quote for spares or repair is changed due to incorrect information received from our suppliers, a typing error or further parts being subsequently required, we will not proceed with your order / repair without first contacting you to alert you to this change. You will then have the option to continue given all the information, only then with your permission will we proceed.

If there is no fault apparent, your product will be returned to you / you will be notified to collect your product. This will incur a handling charge of the above amount(s) to cover our time

Once an estimate is accepted a repair will be completed within our target turnaround of 10 days subject to spares availability.

Once a repair has been completed, we will advise you either by telephone or e-mail to confirm. Arrangements can then be made for you to make any further payment and collect the unit or, alternatively, we can return it to you if you have opted to pay our collection & delivery charge (please refer to our schedule of charges).

Estimates
Following issue of an estimate, if we receive no return communication, we will contact you a second time, in writing, 30 days later. If we again receive no response, we will write to you a further 30 days later. If there is no response to this final communication within 30 days from the letter date, the product will be disposed of.

After refusal of an estimate, you will have one of two options;
a) you can elect to collect the item or, we can return it to you at a charge
(please refer to our schedule of charges)
b) you can authorise Hylands Ltd to arrange disposal
(we will request this confirmation in writing – by letter or e-mail).

The inspection / collection fee may or may not not be refunded at our discretion

In home service

If you would like us to call out please see our service area first -
Please don't leave a key for us to enter your home unaccompanied, however you could ask a neighbour to escort us into your home and supervise our visit. We won't enter a property where a child or minor has been left home alone. When entering your property, especially when handling bulky product elbows can catch obstacles, dirt can tread in, when positioning product it may be necessary to drag or push the unit. If any of this is a concern please protect vulnerable floors and polished surfaces, also point out to our engineers where we need to take extra care, please clear our access route up to your door and through your property (Move vehicles / furniture / ornaments etc).

It would be appreciated if you would provide a smoke free environment for the duration of our visit to your home.

Sending product to us

If you are planning on bringing product to us yourself or by using a third party courier -

Guarantee

Parts replaced are guaranteed for 3 months from the date of repair.

Data Protection

Your personal details will be used for the purposes of contacting you (This would either be by Hylands Ltd or in the form of feedback survey from the manufacturer) regarding your repair or for submitting any warranty claims on your behalf to the manufacturer.
Your details will not be passed to any other organisation without your permission.

The exception to this is if we are required to submit a report either to the Police or other Regulatory Body for legal reasons which we are able to verify.
An example of this would be if we should identify images or content on your product, the content of which is found to be of a nature that we believe may be illegal.

We will responsibly destroy any documents containing customer contact or credit card details.

Recycling of electrical equipment

Waste Electrical and Electronic Equipment (WEEE) regulations allow members of the public to deposit old electrical and electronic equipment free of charge at recycling sites across the the UK. We can arrange safe disposal in an environmentally safe manner - conditions apply. Electrical and electronic waste is increasing at an alarming rate and landfill sites are now approaching full capacity, much of this waste can be recycled and the WEEE regulations aim to encourage everyone to play their part in protecting the environment for future generations and reduce the amount of waste produced.
Once we have agreed on goods for recycling they will be treated as waste and as such may not be requested back at a later date

Complaints

Any complaint regarding goods or services should be sent in writing to our head office address

Hylands Ltd

Unit C, Bute Street

Fenton

STOKE-ON-TRENT
ST4 3PS

We trust that the above information will be of use to you.
Terms and conditions are not exhaustive, if you should have any additional questions, please do not hesitate to contact us and we will endeavour to assist