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Warranty: All items are brand new, with 12-month warranty valid from date of purchase except for consumables which are warrantied for the product’s reasonable lifetime. Full details
Returns: Our comprehensive returns policy is compliant with Distance Selling Regulations and Sale of Goods Act. Full details
 We are happy to send to any address you specify, but you must tell us by entering it into the "Delivery Address" fields in your PayPal payment.
We always post to the address provided with your PayPal payment. Please specify the delivery destination properly in the "Delivery Address" part of your PayPal payment. We do not guarantee to act upon changes of address sent by any other means and reserve the right to revert to the PayPal address supplied. Buyers who supply incomplete or incorrect addresses will not be compensated in the event of non-receipt or delay.
You must notify us of non-receipt within 14 days of purchase. We will refund or replace items that are not delivered within these timeframes. We charge for resending items that have been returned as uncollected from depots. We insist that buyers report lost or undelivered items to eBay via the Resolution Centre.
 Hitchin Store is a trading name of Eshop Retail Limited, an established mail order company based in Hitchin, Hertfordshire in the UK.
We are proud of our service. We despatch most orders same day and keep customers informed by e-mail. We have a full warranty and returns policy.
Why choose Hitchin Store?
• We process orders quickly so you receive your items sooner.
• All our stock is brand new. We do not sell seconds, nor used or graded items.
• Our automated stock control system ensures we only sell what's in stock. Everything we sell is held in stock by us and despatched by us.
• We pre-pack items when it's quiet, so when you buy, we only have to add the label. This means you receive items more quickly.
• We're committed to clearer descriptions. We write our own descriptions and take our own photos to give you a clearer idea of items before you buy.
• We are VAT registered and a VAT invoice is e-mailed to all customers automatically. To save wasting paper, we do not include paper invoices with items.
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About Me
Eshop Retail Group
A trading name of
Eshop Retail Limited
Registered Office:
Unit 55 Knowl Piece,
Hitchin SG4 0TY, UK.
Company No. 07216120
VAT No. GB 970213050
T: 0844 330 3315
Callers outside UK:
+44 1462 422 826
Open 9am-5pm Monday to Friday. We cannot answer questions outside these times.
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..Warranty and returns information |
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Faults and defects warranty policy
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Everything we sell is brand new and has a 12-month warranty valid from date of purchase except for consumables which are guaranteed for the product’s reasonable lifetime.
Consumables include but are not limited to rechargeable and single use batteries and TENS pads. Where a durable item is sold with consumables included, the durable item is warrantied for 12 months from date of purchase and the consumables are guaranteed for the product’s reasonable lifetime. Warranty covers the item against defects arising within the warranty period and applies only when the item has been subject to fair use. Warranty excludes inapppropriate use, misuse, use for purposes other than those for which the item is designed, accidental damage, fair wear and tear. Warranty entitlement is limited to a like for like exchange or refund of the cost of the item at our discretion. Where items are replaced under warranty, the 12-month warranty period for the replacement item starts from the original date of purchase, not from the date of replacement. |
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What happens if a product breaks within the warranty period?
In the first instance please contact us for advice. Items may only be returned with our authorisation. We will either exchange repair replace or issue a refund as appropriate and at our discretion. Exchanges are subject to availability of stock and other factors, and we reserve the right to issue a refund instead of exchange.
Who pays the shipping if I return an item?
Please see our Return shipping costs policy for details.
What happens if I return it as faulty, and it turns out not to be faulty?
Believe it or not, this has happened! If we find that there is nothing wrong with the item, a charge will be payable in advance to resend the item back to you. Please check the item and instructions thoroughly, and ensure that any batteries are inserted the correct way round. People do return items for reasons like this, and it is embarrassing for us as well as them when we have to tell them! |
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Items that are incorrect or significantly not as described
If your item is incorrect or significantly not as described, then firstly please accept our apologies. We never knowingly misrepresent items and we are proud of our descriptions and photography. Mistakes sometimes creep into listings, and occasionally the specification of an item changes without our knowledge. Very occasionally it is possible that we may send the wrong item, but this is extremely rare. If your item is incorrect or significantly not as described, we will either exchange replace or issue a refund as appropriate. We must receive the item in good condition before we are able to act. Please see our return shipping costs policy for further details. |
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Cooling-off period: Returns of items not wanted
Non-faulty non-misrepresented items may be returned for a refund within 14 days of purchase only if complete unused sealed unopened and in brand new condition. We do not accept returns on items that have been opened and/or used unless they are faulty or misrepresented. Consumables, software, media and items intended for personal hygiene body or animal use are exempted from the 14-day cooling-off period and may only be returned if faulty or misrepresented. Refunds of items under the 14-day cooling-off period will not include a refund of outward or return shipping costs, and where "free" postage is specified the refund will be subject to a deduction of our outward shipping expenses. The cooling-off returns policy does not apply where items have been collected in person since such sales are not subject to distance selling regulations. |
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Return shipping costs policy
This policy is applicable only to faulty and/or misrepresented items. It does not apply to items being returned under the 14-day cooling-off policy, nor to items that were collected in person.
We offer a pre-paid returns service. This service is only available if an item is faulty and/or misrepresented and is only offered within the first 60 days following purchase. Customers who do not use our pre-paid returns service will not be reimbursed for their costs of returning items. Return and replacement shipping costs associated with returns or exchange more than 60 days after purchase are the responsibility of the customer and are non-refundable.
Who is responsible if my item goes missing when I am returning it?
The risk during transit lies with the customer and we cannot accept liability for items that we have not received, even if you use our pre-paid returns service. It is the customer's responsibility to obtain proof of posting and ensure that the item is covered by insurance where required. Customers whose items are lost while being returned should contact Royal Mail or other courier to make a claim for loss.
What is the returns address?
Our returns address is Eshop Retail Group, Unit 55 Knowl Piece, Hitchin SG4 0TY, UK. Please contact us before returning an item. All returns are made in accordance with the policies above. |
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Limitation
The value of any claim shall be limited to the price paid for goods and outward shipping. We offer a pre-paid returns service which is available within 60 days of purchase for items which are faulty and/or misdescribed but we do not reimburse return postage costs.
Items collected in person
Items collected in person shall not be subject to distance selling regulations and are exempt from our 14-day cooling off and return shipping costs policies. |
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..Frequently asked questions |
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Here are some questions we receive from time to time. The purpose of this section is to illustrate our returns and warranty policies in the context of real situations.
I've had the item for 6 months now and I've decided I don't like it. I've chucked the box. Can I return it?
Sorry, items may only be returned within 14 days of purchase in accordance with our cooling off policy or if they develop a fault within the warranty period.
I've received it and it's too small. I didn't bother to read the measurements you provided because it looked bigger in the picture. I would like to return it for a full refund including return postage.
Sorry but our rules are clear and fair: if the item is correctly described and is not faulty, you can return it under the cooling off policy provided you have all the packaging and it is brand new, but under these circumstances we cannot refund your return postage and we will deduct our outward shipping expenses from your refund. Sorry but because we provided the measurements we do not consider it fair that you ask for shipping to be reimbursed on the grounds of size.
I ordered blue and you've sent green. What are you going to do about it?
Please accept our apologies. We will send you a copy of our pre-paid returns label so that you may return the item for exchange at our cost. |
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If you have a question for us, please e-mail us by clicking
Contact The Seller on any of our pages.
Customer Service Line 0844 330 3315 (Mon-Fri 9-5).
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• We only list what we have in stock
• Order before 12 noon for same day despatch (Mon-Fri)
• All items brand new and covered by warranty
• Comprehensive after-sales and returns policy
• We offer a pre-paid return shipping service (terms and restrictions apply)
• Detailed, clear descriptions. We never knowingly misrepresent items
We participate in the eBay Unpaid Item Process and open claims in accordance with eBay policy.
Call in and collect Monday to Friday, 9am to 5pm. We can only accept cash or credit/debit cards on purchases that are collected. Sorry, no PayPal payments accepted for items being collected.
Our warehouse
and showroom in Hitchin, Herts, UK
Content © Copyright Eshop Retail Limited 2007 to date or used with consent. Theft of intellectual property reported without warning. All sales are made in accordance with our policies and terms. Bidding or buying from us denotes your acceptance of our policies and terms.
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