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HVS Global Returns Policy

HVS Global Returns Policy

At HVS Global, we aim to provide high-quality products and excellent service to our valued B2B customers. We understand that on occasion, an item may need to be returned. Our policy outlines the procedures and conditions for various return scenarios.

General Return Conditions

  • Return Merchandise Authorization (RMA) Required: All returns, regardless of the reason, must first be authorised by us. Please complete the form at the bottom of this page to request an RMA number. Returns received without a valid RMA number may be rejected or incur additional processing delays.
  • Warranty Information: Please retain all warranty information that accompanies your item, as this will be required for processing any warranty-related claims.
  • Legal Rights: These terms and conditions are in addition to your rights in law and do not in any way take away, replace, reduce, or minimise those rights.

Non-Returnable Items

For reasons of hygiene, safety, and product integrity, the following items are generally non-returnable:

  • Water Filters
  • Water Bottles
  • Cups
  • UV Lamps
  • Sanitation Products

If you believe one of these items is faulty or defective upon receipt, or was damaged in transit, please refer to the relevant sections below for the correct returns process, as your statutory rights in these cases remain unaffected.

Specific Return Reasons & Processes

1. Damaged in Transit

If you take delivery of goods that have been visibly damaged during transit:

  • Notification: You must contact us regarding the damage within 14 days of receipt of the item(s). Please provide clear photographic evidence of the damage to both the packaging and the product.
  • Collection: We will arrange for the collection of the damaged item(s) from you, at our expense, at a mutually convenient time.
  • Resolution: Upon collection and inspection, we will discuss the return with you and arrange for an exchange of the damaged item(s) or a full refund, as agreed.

    • 2. Faulty or Defective Items

    In the unlikely event that you receive a faulty or defective item:

  • Notification: You must notify us of the fault or defect as soon as you discover it. Please provide a clear description of the issue and any relevant supporting information.
  • Collection: We will arrange for the collection of the faulty item(s) from you, at our expense, at a mutually convenient time.
  • Rectification: Once collected and inspected, we will promptly rectify the problem for you, which may include repair, replacement, or a refund, in accordance with the product's warranty and your statutory rights. You have the right to return a faulty or defective item within a reasonable period of time from discovery of the fault.

    • 3. Non-Faulty Returns

    We understand that circumstances may lead to the return of a non-faulty item. Such returns are subject to the following conditions:

    • Return Window: You must request an RMA within 14 days of receipt of the item(s).
    • Product Condition: Items must be returned in unused, pristine condition, in their original, undamaged packaging, with all accessories and documentation included, and suitable for resale as new. Items not meeting these criteria may be subject to a higher restocking fee or refusal of return.
    • Restocking Charge: A 25% restocking charge will apply to all approved non-faulty returns. This charge covers our costs associated with handling, inspection, administrative processing, and the potential diminished value of the item.
    • Return Shipping: You are responsible for arranging and covering the cost of returning the item(s) to us. We recommend using a reputable courier service with tracking and appropriate insurance, given the size and weight of the product. Items must be securely packaged to prevent damage during transit.
    • Resolution: Upon receipt and satisfactory inspection of the returned item(s), we will issue a refund for the original purchase price, less the 25% restocking charge. We do not offer exchanges for non-faulty items.

    How to Initiate a Return

    To request an RMA number for any type of return:

    1. Complete the Form: Fill out the RMA Request Form below.
    2. Provide Details: Include your order number, the item(s) you wish to return, the reason for the return (Damaged, Faulty, or Non-Faulty), and any relevant details or supporting evidence (e.g., photos for damaged items).
    3. Await Authorisation: We will review your request and issue an RMA number along with specific instructions for your return. Do not send items back before receiving your RMA number.

    Inspection and Resolution

    Once we receive your returned item(s):

    • Our team will inspect the item(s) against the reported reason for return and the conditions outlined in this policy.
    • We will contact you to discuss the outcome of the inspection and confirm the agreed resolution (exchange, repair, or refund).
    • Refunds will be processed to the original payment method within 7- 14 business days after approval.