Delivery & Returns

Below you will find our comprehensive shipping and returns policies for all products offered by HIQ DECO LTD.

Returns Policy

At HIQ DECO LTD, we allow returns on most new and unopened items within 14 days of delivery for a full refund. Please note the following conditions:

  • We will cover the return shipping costs if the return is a result of our error (e.g., you received an incorrect or defective item).
  • If HIQ DECO LTD is not at fault, the customer is responsible for the return shipping costs.

Refunds will typically be processed within four weeks of handing your package to the return shipper. This time period accounts for:

  1. Transit time for the returned item to reach us (5 to 10 working days),
  2. Processing time for the return once received (3 to 5 working days), and
  3. Your bank's time to process the refund request (5 to 10 working days).

If you need to return an item, please contact us with your order number and details about the product you wish to return. We will respond promptly with instructions on how to return your item(s).

Exemptions to the Returns Policy

Items manufactured to order are exempt from our standard returns policy. If you believe an item is faulty, it must be returned within 14 days of receipt for inspection. The product must be returned in the same condition and packaging as received. Please note that return shipping costs cannot be refunded in these cases. If the product is deemed faulty upon inspection, we will issue a replacement or refund within 28 days.

HIQ DECO LTD shall not be held liable for any direct losses, loss of business, or loss of profits due to failed or late deliveries, even if a specific delivery date or time has been agreed upon with our telesales team.

Incorrectly ordered goods can be returned but are subject to a 50% restocking fee. The customer may also be liable for collection costs and will only be refunded 50% of the material value.

For products manufactured to order, please contact us before placing your order for clarification. If an item is made to order, it will be clearly stated in the product description.

Delivery Policy

We offer free delivery on all orders over £500. For orders below this amount, a standard delivery charge of £80 will apply.

  • Most products will be delivered within 3 to 7 working days.
  • Delivery is available within England mainland only. For locations outside this area, please provide your address and order details via WhatsApp, and we’ll arrange a tailored shipping option for you.

Working Day Schedule:

The day the order is placed does not count as a working day. Orders placed on weekends or public holidays will begin processing the next working day.

  • Order placed on Monday: First working day is Tuesday
  • Order placed on Tuesday: First working day is Wednesday
  • Order placed on Wednesday: First working day is Thursday
  • Order placed on Thursday: First working day is Friday
  • Order placed on Friday: First working day is Monday
  • Order placed on Saturday/Sunday: First working day is Tuesday

While we aim to deliver our wall panelling products within 5 working days, other products may take up to 10 working days. If you require more information, please contact our customer service team.

Important Delivery Information

Our standard delivery option covers 95% of the UK. Unfortunately, for the remaining 5%, we must utilise third-party couriers or charge an additional fee, as our own delivery fleet is unable to reach these areas without incurring significant extra costs. If you are unable to select standard delivery, a delivery price for locations outside our service area will be made available.

HIQ DECO LTD cannot be held liable for any losses incurred due to late delivery. We advise customers to have products on-site before scheduling tradespeople for installation.

Please note: Our delivery options cover the UK. If you require delivery to Northern Ireland, the Channel Islands, the Highlands, the Islands, or EU countries, please contact us for a delivery quote. Our standard delivery service covers 95% of the UK, but some remote areas may incur additional fees or require third-party couriers.

All deliveries are kerbside, meaning our team will not be able to bring the order into your home or workplace.