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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 0845 293 6644 (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. The contract is made when we advise you of the dispatch of your goods. 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.
E-mail Enquiries
We endeavour to respond to any e-mail enquiry within 1 working day. We also have a manned sales team that you can contact directly via our dedicated sales line 0845 293 6644 (National call rate number).
Pricing
All prices are in £ sterling and include V.A.T @ 20%. Prices advertised on this website are for internet sales only. E&OE.
Product Description and Images
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. Any information found on the website is intended for guidance only. The website and the products described in it are subject to change without notice. Additional product information and specifications can be found on the manufacturers' website. Customers looking for specific technical information should visit the manufacturers’ website or contact our customer service team for advise before purchase.
Goods Damaged in Transit
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 or if you have refused a damaged delivery call our customer services on 0845 293 6644 (National call rate number) and inform us in writing within 7 days of delivery. Once notified the Customer Services Department is notified we can then make arrangement collection of these goods. Goods damaged in transit will be replaced at no charge to you or refunded upon return to us. Delivery of any replacement goods shall be to the original delivery address. We aim to have picked up damaged goods and have your replacement to you within 3 - 5 working days after the damage is reported in writing. Please allow 5 – 7 days during peak season.
Unwanted goods within 7 Days
If you have simply changed your mind about your order and you wish to return your goods you can do so provided you inform us of this decision in writing within 7 working days commencing the day after you receive your goods. The address to write to is listed at the top of this page or alternatively you can send an email via our contact us page. We will refund the delivery charge however you will be responsible for sending the goods back to us at your cost.
Your product must be complete 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. It must not have been used or installed. It should be returned with the original box, packing and accessories you received with it. Pre-recorded videotapes, DVDs, CDs, minidiscs, memory cards, USB drives, instruction manuals and software must still be sealed. Any 'Free Gifts' received with the product must also be returned.
Upon receipt of your written cancellation our Customer Service Department will issue a Returns Authorisation Number. This number must be quoted on all returned goods so that the goods can be properly identified. HCSDirect.co.uk cannot be held responsible for goods returned without a valid Returns Authorisation Number that cannot be identified.
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
Once you have been issued a Return Authorisation Number you have 14 days to return the items to us at your own expense. If cannot returned the goods within the 14 days of cancellation we can collect the goods from you at your cost.
Within 30 days of notification to HCSDirect.co.uk, a refund will be credited using the original payment method.
Any accessories missing from the returned product will incur an administration charge of £25.00 plus the replacement cost from the manufacturer (see charges for missing accessories).
Your right to cancel does not apply to:
- items that have been modified/Multi-Region or customised outside the manufacturer specifications or
- specially ordered on your behalf or
- where the seal has been broken on any software, DVD, Videotapes, CDs, minisdiscs, memory cards, USB drives or
- personal hygiene products such as headphones and grooming products
Unwanted goods after 7 days
Goods that fall outside the “Unwanted goods within 7 Days” policy can only be returned at the discretion of HCSDirect.co.uk, provided we issue a valid Returns Authorisation Number. Refunds will be made less an administration charge of 20% of the invoice price. We will not refund the delivery charge and you will be responsible for sending the goods back to us at your cost.
The unwanted product must be returned in its original and undamaged packaging with all the accessories.
Returns must be made within a reasonable period - maximum of 28 days from the day you receive the product.
If the product is not returned in its original packaging, is damaged or has any accessories missing, we reserve the right to refuse a refund or charge for the missing accessories. (see charges for missing accessories).
Your right to cancel does not apply to:
- items that have been modified/Multi-Region or customised outside the manufacturer specifications or
- specially ordered on your behalf or
- where the seal has been broken on any software, DVD, Videotapes, CDs, minisdiscs, memory cards, USB drives or
- personal hygiene products such as headphones and grooming products
Defective goods within 28 days
Defective items should be reported to our customer services team as soon as possible. If your goods are faulty on arrival or within 28 days of delivery you must contact us immediately with details of the fault. Our customer services will then try to help resolve the matter. If the matter cannot be resolved in your home and goods need to be returned, we will issue a Returns Authorisation Number. When we have received the goods back and the fault has been verified, we will then issue either a full refund or replacement or arrange remedial action of the faulty product.
Goods returned under this policy that are tested and found to be working in perfect condition will be rejected and returned to the customer with an administration fee of £25.00 plus the cost of return carriage.
Defective goods after 28 days
If your goods develop a fault after 28 days but within the manufacturers warranty. Collect together any instructions, leaflets, packaging etc which came with the goods. Then do the following.
- Stop using the goods at once.
- Check there really is a fault - read the instructions carefully. Follow up troubleshooting index.
- 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, so please check against this in the user manual.
- Contact the manufacturer’s helpline or website for additional support. It may be something straightforward that they are aware of. They may be able to help you rectify the fault.
If you are still unable to rectify the fault then contact our customer services and we can make all the necessary arrangements including issuing any return authorisation number. Once we received your goods we can arrange for the manufacturers' service agent to 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.
It may be may be more convenient and quicker to arrange for repair /inspection at your nearest, local authorised service agent, under the manufacturer warranty. If you wish to use your local authorised service agent they will need your proof of purchase.
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. In the event of any difficulty, our customer services department can advise you of what to do.
Charges for missing accessories
- Battery: £5 Inc Vat
- Instruction manual: £10 Inc Vat
- Lead: £20 Inc Vat
- Headphones: £20 Inc Vat
- Charger/Adaptor: £40 Inc Vat
- Media Card: £45 Inc Vat
- Memory Stick: £45 Inc Vat
- Rechargeable battery: £45 Inc Vat
- Remote Control: £55 Inc Vat
- Television stands missing or incomplete will be charged at the full replacement cost of the stand plus 20% handling fees.
Product Misuse
Should any equipment malfunction as a result of misuse through not following the user manual instructions or abnormal environmental factors (including without prejudice to the generality of the foregoing mains power transients or dropouts, electromagnetic interference, extremes of humidity, vibration, electro-static damage, temperature or pressure or chemical corrosion) then all the costs for replacement or repair of the goods will be at the consumer's risk.
Extended Guarantee
All products sold by HCSDirect.co.uk are covered by the standard 12 month manufacturer’s ‘return to base' warranty. In the event the products did go wrong customers are required to contact manufacturer for local service agent details. Product guarantee terms can be found in your user manual. For extra piece of mind, we can provide extended warranty for up to 5 years through Domestic & General or AXA Group at very competitive rates. Please ask for details at time of purchase.
The key benefits of an Extended Guarantee:
Domestic & General also Extended Guarantees also offer the additional benefits:
- 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. All you pay is the delivery charge, if there is one.
- 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.
Delivery
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Standard Delivery
These items are normally delivered within 3 to 5* working days excluding weekends and Bank Holidays.
We will inform you when your goods are leaving our warehouse and on their way to you. This will be done by email with a tracking number. For your convenience this tracking number will be emailed to you the day before you receive your goods. In certain circumstances, the delivery driver may ask for help with larger goods to fulfil a satisfactory delivery.
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Flexible Delivery
This allows you to choose a day and time slot for delivery. All orders for next day delivery must be completed by 2PM to be processed and dispatched. Charges start from £9.95. Deliveries with specific time slots of the day (8am-12pm) or (12pm-6pm) will be charged at £19.95. We will inform you when your goods are leaving our warehouse and on their way to you. This will be done via email and you will also get a tracking number for your reference
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Large Item 2 Men Delivery
HCS direct operates a dedicated 2-men delivery network. This service is for larger/heavier household items, direct to your door. All 2-Men deliveries are made within 5 - 7 days from dispatch (excluding Sundays and Bank Holidays). Prices start from £39.99 and vary depending on size and weight of the item. All home appliances and bulky items will incur a compulsory delivery charge for safe handling and delivery.
With every special 2 men delivery, customer satisfaction is key. Hence these items are booked in with customers prior to dispatch. We will call to make arrangements and provide customers with a confirmed day of delivery.
Delivery Terms
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HCS Direct will deliver goods to the “CARDHOLDERS NAME AND ADDRESS”, However we can deliver certain products to an alternative address subject to verification. Please call us for more information*.
- It is the customers responsibility to ensure that items ordered will fit through the door and there is clear access to the property on the day of delivery to allow the delivery agent to complete the delivery.
- Delivery prices quoted are for UK mainland delivery only excluding the Scottish Highlands. If you live within one of the following postcode districts please email or telephone for a delivery quotation, AB, DD, BT, IM, PA, PH, IV, KA, KW, HS, ML, EH, GY, G, KY, JE, PO11, PO31-PO41, TR21, ZE, ZZ, LA, CA, LL, SA.
- We do not send goods outside of the UK or BFPO addresses and some remote areas of Scotland.
- Purchases under £50 will incur a standard delivery charge.
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Please note we do not send goods outside of the UK, Northern Ireland or to BFPO addresses (Eire included) and some other remote areas of Scotland.
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There are occasions where the demand on certain products outstrips supply, in these cases delivery may take up to a maximum of 30 days. If this problem arises, HCS Direct will contact you to update you on the progress of your order. Orders will be delivered on our behalf by one of our couriers and made between 8.00am - 6.00pm Monday - Friday, unless a specific day has been chosen.
Our courier company are not insured to enter your house/premises and will therefore require your help (or other recipient) in handling any order in excess of 25kgs (generally televisions). Our Couriers will only deliver goods to ground floor. Please note that we are depending on third party couriers for delivery of your goods. We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods if not caused by us. This relates solely to the delivery aspect of providing goods.
In the unlikely event that your product appears lost or is damaged in transit please contact us immediately via email, sales@hcsdirect.co.uk or telephone the service dept on 0845 293 6644.We suggest you keep your original packaging in case you have any reason to return your purchase (see faulty or damaged goods below). The reason for this is couriers will not pick up items unless they are packed adequately in the original packaging. Alternative packaging will be sufficient as long as it provides the same protection to the goods. However, we strongly advise you use the original packaging.
When returning goods to the manufacturers they also insist on products being returned with all the original packaging otherwise they may reject the product. This will limit the amount of damage a product could endure through transportation. * The customer who has ordered the goods must sign for all goods on delivery*. If a delay of more than 30 days occurs, the consumer will be notified by us of the expected delivery date, however they may cancel the order and we will refund any money paid by the customer for the goods should the new delivery date be unacceptable.
If a delivery attempt has failed, other than the Couriers error, a failed delivery charge will occur. This is excluded if goods are refused, as there were obvious signs of damage through transit. This does not affect the consumer's statutory rights.
Please note if goods are not received within 5 working days of the goods being despatched you must notify HCS Direct within this time period. This is purely for security purposes to protect us and indeed the customer directly. * On certain deliveries we may ask for a manual verification swipe of your Credit / Debit card which was used for purchase *. This is purely for Security reasons.
Delivery Exclusions
- We reserve the right not to deliver certain items to certain areas due to their size/delicate nature.
- *Please allow up to 10 working days during peak season.
- “Working days” means all days other than Saturdays, Sundays and Bank Holidays
For full Delivery Terms & Conditions please see our Delivery Page
Complaints
If you have any complaints about our service or any goods or services you have purchased from us, these can be addressed to the Customer Services Manager at one of the above address or by email. Our customer service team will endeavour to acknowledge written complaints within 5 working days. The time it takes to reach complete resolution of complaints will be governed by the nature and complexity of the issue but we will endeavour to ensure that consumers are informed of the progress of complaints as appropriate.
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. HCSDirect 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.
Freesat Installation
- Standard Installation
A standard installation is defined in the following terms: The property is of standard construction, not more than two stories in height (excluding any cellar or basement). There are no access difficulties and the installer is able to work from a standard extension ladder. The satellite dish can be mounted using standard wall brackets. Each satellite receiver can be reached by an external surface mounted downlead cable not more than 15 metres in length. The installation can be completed safely by one installer within approximately one hour for the first point, plus approx. 30 minutes for each additional point. This service is available for domestic premises only.
The standard installation service includes the following: the supply, installation and alignment of a Satellite Dish which is suitable for the reception of the desired Freesat services – satellite specific Astra/Eutelsat (dish sizes 45cm to 80cm – mesh type). The installation of pre-supplied standard mounting brackets – site specific (wall mount). The supply and installation of a surface mounted downlead to a suitable position for connection to the customer’s digital receiver (please note: additional rooms will require additional cables). All wall entry holes will be properly sealed against the elements using silicon sealant and appropriate internal/external weather covers. Carry out a final assessment of received Freesat services to confirm the new service is operational to agreed levels following the satellite dish system installation (coverage restrictions apply). Connection to your existing TV/associated equipment and demonstration. Tidy and vacuum the work space on completion.
- Exclusions
The following situations are deemed as a non-standard installation and not covered under HCSDirect ’s installation agreement. Please ask our installation team for more information if any of the following applies: non-domestic use property i.e. business locations, three-storey properties, communal systems (flats generally), specialist cable management (channelling out, lifting carpets, hiding of cables behind partition walls etc.
In some situations you may require a non-standard satellite dish installation which can be carried out but will incur additional costs. Examples of this are: specialist mounting materials/brackets (chimney mounts, extended masts etc). Additional cable requirements. All additional costs will need to be paid at the point of installation and made payable directly to the installation company.
The installer may quote additional charges for installations outside the scope of the standard conditions (example: special access requirements/specialist mounting materials/bespoke cable management), or for upgrading your option to a higher number of points. There is no obligation to accept an additional charge – you may cancel the installation and claim a refund instead. Any additional charges are paid directly to the installation company.
- Warranty
Your satellite dish installation is covered by a one year parts and labour warranty. We guarantee that the installation will remain free from defect caused by faulty materials or workmanship for a period of one year from the date of installation. This guarantee does not cover broadcast changes, receiver problems, accidental or malicious damage, resulting from natural causes such as high winds, storms or lightning discharge, nor does it cover loss or deterioration of signal reception due to causes external to the installation. Your statutory rights are not affected.
All prices and details correct at time of publishing, however are subject to change without notice. Subject to availability. While stocks last.
Reserve & Collect
To purchase Reserve and Collect items at the HCSDirect price from our stores - please ensure that you have completed the reserve and collect feature prior to their visiting your nearest store. You can complete reserve and collect function on the telephone as well as online. Please note due to the complexity of certain products an instore demonstration may be required before your purchase is completed. Payment for reserve and collect items will be finalised instore.
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.
WEEE Regulations
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge. The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
- Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
- Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill. Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
The Home Cinema Store is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
For example, if a customer buys a new electrical item from us we will accept a similar redundant electrical item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol. Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
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