We are HCS Direct the mail order and e-commerce division of Home Cinema Store Ltd. Mail Order is open between 9 am- 6 pm, Monday to Friday, 10 am - 4pm Saturday. Visitors are welcome to our retail store on the high street but must note that prices may vary.

Purchasing from us

To purchase from us you must be over 18 and resident in the United Kingdom. Should you wish place your order by telephone please call the customer sales team on +44 (0)870 066 5183 (National call rate number) and place your order.

We accept payment by cheques, Postal orders, cash and all major credit and debit cards. The cards that we accept are Visa, Mastercard, Switch, Maestro, Solo and Delta. (Electron cards can only be processed onsite as we cannot process these cards mail order or from online sales). All payment methods offered are subject to change at any time.

By submitting your order you are offering to buy the goods and allowing us to use your personal details for the purposes of supplying goods (including passing your details onto couriers and other subcontractors). We will not use your details for other purposes without asking your consent and you may ask that your details are removed from our system by writing to the address above. Goods are supplied to you when we have taken payment and confirmed acceptance of your order, this is when the contract is made. You do not own the goods until we receive payment in full.

If you discover you have made a mistake with your order please contact sales immediately.

Pricing

All prices are in £ sterling and include V.A.T @ 17.5%. Prices advertised on this website are for internet sales only. E&OE.All the product information on this website including images and specifications are derived from third parties (i.e Manufacturers, Brochures, Internet etc.) for description and illustration purpose only.The web site and the products described in it are subject to change without notice. Any information found on the website is intended for guidance only. Further product information and specifications can be found on the manufacturers' website.

Damaged or defective goods

Damaged boxes/parcels should not be accepted and refused. If you are unsure always check the entire contents of the package in front of the Courier and sign the Couriers' sheet in accordance with the actual condition and quality of the contents. It is not sufficient to sign "Unexamined".

If your goods arrive in a damaged condition call +44 (0)870 066 5183 and inform us in writing within 7 days of delivery. Once notified the Customer Services Department will arrange collection of these goods and will replace the goods at no charge to you or refund any monies paid for the goods. The delivery of any replacement goods shall be to the original delivery address. We aim to pick up the day after the damage is reported in writing and replace it the following day.

Defective items should be reported to our customer services team as soon as possible.

Notification for damaged or defective items can be posted to Customer Services Manager, HCS Direct, 14A The Brewery, Romford, Essex, RM1 1AU or faxed to our fax line 01708 748 400. Alternately you can e-mail the Customer Services Department on sales@HCS Direct.

Refund and Exchange Policy

We have a Seven day refund and exchange policy where 7 days from the day that you receive your goods, we will exchange or refund in full any product that is found to have a confirmed fault or defect. All confirmed faults and defects reported that fall outside our Refund and Exchange policy will be repaired at a manufacturer' authorised repair centre. In the event of any difficulty our customer services department can advise you of what to do.

Cancellations & Distance Selling Regulations 2000

You have the right to cancel.You must inform us in writing of your desire to cancel within seven working days starting on the day after the day the goods are delivered to you. The 7-day provision is designed to ensure such goods can be sold as new again.Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging in any way). It should be returned with the original box, packing and accessories. Pre-recorded videotapes, DVDs, CDs, minidiscs and other software must be sealed. Any 'Free Gifts' received with the product must also be returned. You will be wholly responsible under the 7-day regulation for the cost of return delivery and all damages will be at the consumer's risk. We interpret reasonable care as meaning the goods are in perfect new condition with all box and packaging intact. Your right to cancel does not apply to items that have been modified or customised outside the manufacturer specifications or specially ordered on your behalf.

If you have not returned the goods within 14 days of cancellation, or if requested, we can collect the goods from you at your cost. Once you have notified us of your desire to cancel the contract there is a legal requirement for you to take good care of the goods.

If you wish to cancel this contract, please write to Contract cancellation, HCS Direct, 14A The Brewery, Romford, Essex, RM1 1AU. To cancel this contract you must give us notice within 7 days starting on the day after the day you receive the goods from us. Alternatively fax us on 01268 273387 or Email sales@hcsdirect.co.uk

We shall refund the total amount of money paid by you for the goods less the initial delivery charge, within 30 days of your written cancellation. Where goods are returned due to customer rejecting goods at the delivery point with no prior written consent/agreement with HCS Direct we will refund the total amount paid less any cost of the sending and collecting goods from the delivery agent.

Repairs & Guarantee

All products purchased from HCS Direct are supplied with manufacturers 'return to base' warranty from date of purchase, the period of warranty is usually 12 months from date of purchase. Product guarantee terms can be found in your user manual. For extra piece of mind, upto 5 years on most products, we can provide extended warranty through Domestic & General at very competitive rates. Please ask for details at time of purchase.

If you determine that there is a problem with the electrical goods you have purchased, do the following.

• Stop using the goods at once.
• Check there really is a fault - read the instructions carefully.
• Be certain that the fault was not caused by misuse, an accident or by not following the instructions. Routine maintenance is not covered by the warranty.
• Collect together any instructions, leaflets, packaging etc which came with the goods. Pack them all up with the goods.
• Locate your proof of purchase.
• Contact us straight away to report the problem and obtain a returns authorisation number.
• Send the goods to us (with returns authorisation number clearly labeled on box) or take the goods to the nearest manufacturer authorised service agent.

If you send the goods to us we can arrange for the manufacturers' service agent repair the item as quickly as possible; however, it may take 4-6 weeks for repairs to be completed depending on the complexity of the problem and the availability of spares. Servicing costs are free within warranty period (parts & labour) however it will be your responsibility to send/collect the item from the service agent/us. This guarantee in no way infringes your statuary rights. Please contact us via our Contact Us page, providing us with your purchase details and a description of the fault. We will contact you and make the necessary arrangements as soon as possible. This does not affect your statutory rights. In the event of any difficulty, our customer services department can advise you of what to do.

Extended Guarantee

We also offer Domestic & General Extended Warranty protection on all major household appliances and prices are shown on the product pages. Extended Guarantee is available for the following products: Televisions, Plasma, LCD, Cameras, Stereo Systems, DVDs, Videos, and many, many more...

The key benefits for products protected during the manufacturer’s guarantee:

• Breakdown repairs without bills If your product breaks down (mechanical or electrical breakdown) you can claim a repair from a quality-approved engineer. The plan will take care of the bill.
• Damage caused by accidents included If it’s an accident that means you need a repair, your plan will still pay for the work.
• If Domestic & General can't fix it, you get a brand new replacement If your product can’t be economically repaired you will be given a brand-new replacement. All you pay is the delivery charge, if there is one.
• No bills to pay In most cases we’ll take care of the bill directly so there’s no need to pay and reclaim your money or fill in a claim form.

Once you have a policy with Domestic & General if you need help, simply call their Helpline at any time of the day or night. They will put you in touch with a reliable repairer in your area. In most cases Domestic & General will settle the costs directly with them so you won't even see a bill. Domestic & Generals' nationwide network of quality-approved repairers are all monitored for quality by a dedicated department. Over 50,000 customer questionnaires are sent out to our customers every year, making sure Domestic & General maintain the very highest standards for your repair. Plans taken up during the manufacturer's guarantee period offer new for old protection. If Domestic & General can't fix it, you get a brand new replacement appliance.

Delivery

Please see delivery page

Complaints

If you have any complaints about our service or any goods or services you have purchased from us please contact us or write to the address above. HCS Direct endeavours to respond to all complaints within 5 working days.

Product specification and images

Product information including images and specifications are derived from third parties (i.e Manufacturers, Brochures, Internet etc.) for description and illustration purpose only. Any information found on the website is intended for guidance only. Further product information and specifications can be found on the manufacturers' website.

Multi region upgrades

We receive DVD based products such as DVD Players/Recorders and Home Cinema systems as region 2 from the manufacturer. These products are modified at customer request to multi region when you place an order for a multi region version of a product. If you buy a multi region product and want to play a NTSC discs (usually region 1 USA is the most popular) a compatible tv will be required. It is up to you to check that your television is compatible with NTSC before you purchase a multi region product . If a NTSC disc plays perfectly but you experience a black and white picture or other distortion on the picture, this means that the player is multi region but your television is not compatible with NTSC. The multi region upgrade we perform will be compatible with most DVD titles currently sold (discs form Region 1, 2, 3, 4, 5, 6) however new release of software in the future may be incompatible with the multi region upgrade; in which case a subsequent multi region upgrade may be required. There will be an additional charge for this. This does not affect any other statutory rights you may have.

Pixel Defects

ISO 13406 is an international manufacturing standard which addresses Plasma/LCD display image quality. Pixel defects are among the quality issues defined. Due to the nature of the manufacturing process, occasional defects can occur. Pixel defects or failures cannot be fixed or repaired and can happen at any stage in the Plasma/LCD’s life.To regulate the acceptability of defects and to protect the end user, ISO have created a standard for manufacturers to follow. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. Generally pixel defect is not a problem considering that on a high definition Plasma/LCD there are over one million pixels contained within the screen. Manufacturers will follow ISO 13406-2 and review pixel outages on a case-by-case basis. Multizoneav is not obligated to replace any plasma/LCD TVs with Pixel outages. This is a manufacturer problem. The full specification for the acceptance number of pixel failure on a screen may be viewed in your user manual or the manufacturers website.

Screen Burn on Plasma, CRT & Rear Projection TV

Burn in’ is caused by displaying a static image. This means a fixed image that has been displayed on the product causing an ‘after-image’ on the screen. How to prevent this phenomenon is clearly mentioned within the users manual of the product. This is excluded from the manufacturers terms of warranty.

Use of the website

Copyright in the web site, its design, layout, look, appearance and graphics remain our property. The contents of the web site may be downloaded printed or copied for personal use only.

We accept no responsibility or liability for the content of web sites which are not under our strict control. It is not permitted to create a link to this web site without our prior written consent.

We do not guarantee that the website will be compatible with all hardware and software which may be used by visitors to the site. We will not be liable for damage to, or viruses that may affect, your computer equipment, software, data or other property as the result of your access to, use of or browsing of this website or your downloading of any materials, data, text or images.