Terms & Conditions

The following Terms and Conditions apply to all transactions on www.hiscoxcases.com.

Using this site, indicates your acceptance and agreement of these Terms and Conditions.

Placing an order indicates your acceptance and the Terms listed are subject to change at any time.

Any changes will take effect on the date they are posted onto the site (see footer date).

This is a legally binding contract between us.

1. General

1.1. These Terms and Conditions apply to all transactions between you and us. They do not affect your statutory rights. Please read them carefully.

1.2. We may change these Terms and Conditions at any time due to changes in legislation beyond our control. Any changes will take effect on the date they are posted on our website (www.hisocxcases.com) or become law.

1.3. These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept any amendments to these Terms and Conditions.

1.4. Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these Terms and Conditions.

1.5. Reference is made to our Customer Support Centre help line which can be contacted on 01543 571420

1.6. No liability will be accepted by Hiscox Cases for any failure or delay in performance which is wholly or partially attributable to, Act of God, War, Fire, Explosion, Riot, Civil Commotion, Terrorism, Strikes, Lockouts, Restriction by Government or other competent authority. Failure in supplies or to any cause whatsoever beyond our control.

2. Customer Sales

2.1. We will treat each order for goods as an offer by you to purchase the goods subject to these Terms and Conditions.

2.2. To order goods over the telephone or on our website, you must be at least 18 years of age and accept delivery within the UK. All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail, so it is important you notify us of your correct e-mail address. Please note that verbal and/or electronic acknowledgments do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person, by telephone or e-mail).

2.3. When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against any fraudulent transactions.

2.4. We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.

2.5. The total cost of your order will be the price of the products, plus any applicable delivery charge, plus vat at the applicable rate.

2.6. The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is incorrect whether or not the order has been acknowledged (E&OE). We will inform you of the correct price and give you the opportunity to cancel your order. All prices (at the checkout) will show the appropriate VAT, delivery charges plus vat (will be shown in shipping) which will be payable as indicated at the time the order is placed.

2.7. All product specifications, images, descriptions and other information communicated by us, whether displayed on our computer systems and/or website or communicated over the telephone, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources. Our intention is that all information should be as accurate and up-to-date as possible. However, just occasionally we may make or discover an error in the price or description of a product; as such we cannot guarantee the reliability or accuracy of the information communicated. If we discover such an error on a product, which you have ordered, we will inform you as soon as possible and ask whether you wish to continue with your order or to cancel it. It is important that you ensure the goods you order would be suitable for the purpose in which you intend to fit and/or use them. Advice is given in good faith solely on the information you supply us with, and as such Hiscox Cases cannot accept any liability for your errors, omissions, use, misuse or abuse thereof, or any act done or omitted to be done in connection with the same.

2.8. We accept most major credit and debit cards Visa, MasterCard, Switch, Solo, Electron, Delta. You may also pay by cheque, bank transfer, although we cannot despatch the goods until payment has been cleared which can take at least 14 days.

2.9. You must provide us with your exact billing address and contact telephone number when placing your order; this is the address and telephone number which your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received.

2.10. All goods remain the property of Hiscox Cases until full payment has been received from the relevant finance house, you will own the goods once you have paid for and received them.

2.11. All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. Hiscox Cases also reserves the right to withdraw its service at any time and to refuse the service to any customer.

2.12. Orders for our non-stock items will only be accepted on the understanding that, they are not cancellable or returnable, and full payment will be taken at time of order. (Unless they are discovered to have a manufacturing fault, or damaged on receipt if carriers have been notified of this within a reasonable time scale).

6. Cancellations and Returns (See 7.1)

6.1. If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 28 days from date of delivery to you, or the designated delivery address for credit, refund or replacement, provided that you return the goods as sold in a saleable condition, in their original packaging with all components and accessories. Goods must be complete, unused, and in “as saleable condition”; for example, if you have opened the box to examine the product it must have been done so without unduly damaging the box and packaging or damaging the product in anyway and must be repackaged as received. DO NOT WRITE ANYTHING ON THE BOX / S THE GOODS ARE IN.

6.2. You must notify us in writing of your intention to return the goods by filling in the cancellation form (See cancellation form here) and sending it to our Customer Support Centre within 7 days from the date of delivery to the designated delivery address or collection. The following procedure applies: (subject to condition 6.3)

If the order was placed on-line or over the telephone but collected at the factory, you will be diverted to a relevant department to arrange the return. If you would like us to collect the goods, we will be happy to do so, provided we are operating this service in your local area; we will charge you our normal collection rates for providing this service. Please contact our Customer Support Centre to arrange collection and to advise you of the cost.

In all other situations, the Customer Support Centre will advise you as to the best course of action in arranging the return. The Customer Support Centre will issue a Returns Authorisation Number to assist us in tracing your order, which should be quoted together with your order/invoice number on ALL paperwork when returning goods.

(c) Important! You must organise the return of the goods at your own expense and risk, suitably packaged, insured, by recorded delivery; goods should be received at our Returns Division asap, from the date of issue of the Returns Authorisation Number, (since any return delay may delay us from effectively processing your refund).
The return address is: Hiscox Cases, Mill Park Industrial Estate, Hawks Green Lane, Cannock, WS11 7XT.

6.3. If you receive a refund, the cost of shipping will be deducted from your refund. If we are not notified or goods not returned within the 28 day period, a refund may not be applicable. (Subject to conditions 6,& 7)

7. Refunds

The following refund policy applies:

7.1. If a returns notice is opened within seven days of delivery, if the goods are returned and received by us in a saleable condition, undamaged, unfitted and unused, are a normal stock item, in the original box and packaging, including all accessories, with the required returns number, within 28 days of us receiving your cancellation form, you will be refunded the full invoice price less any return delivery and admin charges that may apply within 28 days of our receiving your notification. (Subject to condition 6).

8. Warranty

8.1. When registered with us the warranty on your Hiscox Case is for a total of five years, covering the product against faulty workmanship and materials. Unregistered products are covered under our standard one year warranty.

*Proof of purchase will be required to validate any claims.

9. Faulty Item

9.1. If you suspect that your goods are faulty, please contact our customer service department with as much information as you can, including photographs, to info@hiscoxcases.com

10. Data Protection

10.1. In order to prevent unauthorised access to the data, which you have provided to us, we follow strict security procedures in the storage and disclosure of information. From time to time industry regulators and our auditors may require us to disclose some or all of the information for legal or regulatory purposes.

10.2. Under the Data Protection Act, you have the right to see any data that we hold about you and to object at any time to the use of your data. We hold data to primarily validate delivery details and manufacturer warranties. We may, at a future date, wish to contact you with selected product offers, which we think, may be of interest to you. If you would prefer not to receive such offers or wish to know what data we hold against your name, please write to us, to request this information

11. Case Fit

10.1. All quoted dimensions are a reference guide only. Due to the varying contours of all instruments the purchaser is responsible for accepting the fit of their instrument into any case. Hiscox Cases accept no liability for any damage that may be caused by the purchaser fitting an instrument into a case where the instrument may be too tight, too loose, or badly aligned within the case. Hiscox Cases do offer custom cushion pad fitting options for any customers who wish to improve the fit of any specific instrument within the standard case dimensions we offer.