*Due to the exceptional circumstances brought about by COVID-19, please consult our FAQs to remain informed about our services.
Customers will be able to return any product to HAWKERS, without any cost, that is defective or that does not comply with the description made during a period of two (2) years from the date in which the product was received. Taking into account the nature of the products purchased, the customer will have a period of two (2) months from the date of knowledge of the product defect to communicate it to HAWKERS through the CONTACT channel set up for this purpose, indicating the defective product or products, attaching photographs and other evidence showing the defects of the products, as well as a detailed list of the defects found, the purchase order and any other additional documentation that identifies the purchase made by the customer.
Once HAWKERS has received communication from the customer and has analyzed the issue through its Quality Department, we will notify you as soon as possible whether or not the product can be returned, objectively addressing the nature of the product or the nature of the alleged defect. If the return is deemed necessary, HAWKERS will notify the customer on how to send the defective product to their warehouses. The address is as follows: Elche Parque Empresarial, Calle Marie Curie, 34, 03203, Elche (Alicante), Spain.
However, HAWKERS will not, in any case, be responsible for products that are returned without having been processed by the customer following the procedure detailed above.
Each product to be returned must be unused or, if the defect is found after normal daily use, in the best possible condition, and must be returned together with all its labels, packaging and -where appropriate-, documentation and original accessory items that came with it. If this is not carried out correctly by the customer, HAWKERS and, in particular, its Quality Department, will have to objectively evaluate the issue determining if the product is defective taking into account its nature and the nature of the supposed defect.
HAWKERS advises the customer that, due to the features of the products, general repairs cannot be carried out because it would be considered unreasonable. In the event that the features of the specific product and its defect is possible to repair, the customer will be informed of this circumstance as soon as possible, giving them the possibility of choosing between replacement or repair.
In line with the above stated, the customer may replace the defective product with another of identical features, not involving any additional cost to replace the product. If it is not possible to replace the defective product with another of identical features, you will be offered the possibility of choosing a new similar model.
The delivery of the product of identical features or of the new model that the customer has chosen, according to correspondence, will be carried out within three (3) to five (5) business days from the date in which HAWKERS will confirm to the customer the replacement of the defective product or the shipment of the new model.
In the event that the repair of the product could not be carried out and the replacement of the product was not in accordance with the contract, the customer may choose to terminate the contract.
HAWKERS advises customers that the processing period of the refund of the amounts paid will depend on the method of payment that the customer would have used when purchasing the product:
The customer will have the right to cancel the order placed at a distance without giving any reason, during a period of fourteen (14) calendar days from receiving the product. The customer may send the entire order or, if preferred, may send any of the products that make up the total order, all without penalty and without needing to provide reason.
The customer shall bear the direct cost of the return to HAWKERS, whether you return the order in full or decide to return only some of the products in the order.
To initiate the return, you must contact HAWKERS at https://www.hawkersco.co.uk/pages/contact. Once this communication has been received, HAWKERS will indicate how to send the order to its offices or warehouses.
The customer must send the product to the following HAWKERS offices/warehouses:
Office in Spain: Play Hawkers, S.L, C/ Marie Curie, 34, Elche Parque Empresarial, 03203, Elche, Alicante (Spain).
HAWKERS is not responsible for the courier company that the customer chooses to use for the return of the order. In this sense, HAWKERS recommends that the customer requires the courier company to provide proof of delivery once the courier has delivered the product in HAWKERS offices, so that the customer is made aware that the product has been delivered successfully to HAWKERS. HAWKERS is not responsible for the address from which the customer sends the order for return if it is different from that of which has been previously indicated. HAWKERS will be able to solicit to the customer the shipment of the above-mentioned proof of delivery to the effects of confirming the same one.
The costs of returning the order (e.g. shipping costs via courier companies) will be paid for directly by the customer.
The product must be in perfect condition and with all its labels, packaging and -where appropriate-, documentation and original accessories that came with it. If the customer do not proceed in this way or if the product has suffered any damage, the customer accepts that the product may suffer a depreciation or that HAWKERS may reject the exercise of the right to a cancellation by the customer.
Once HAWKERS verifies that the order is in optimal conditions, HAWKERS will proceed to return the total of the amounts paid by the customer.
If the customer decides to return the order in full, HAWKERS will refund to the customer the full amount paid (including shipping costs related to the delivery of HAWKERS to the customer).
If the customer only wishes to return one or some of the products that were part of the order, HAWKERS will not be able to refund the shipping costs that the customer has paid for the entire order.
HAWKERS advises its customers that the processing period of the refund of the amounts paid will depend on the method of payment that the customer would have used at the time of purchasing the product:
In any case, HAWKERS will return the amounts paid as soon as possible and within fourteen (14) calendar days following the date on which the customer has indicated their decision to termiante the contract.
In the case of promotions applicable to the purchase of independent articles that include an additional product, including, but not limited to, 2x1, 3x2 promotions or any other promotion that involves the delivery of an extra product free of charge or at a reduced price, if the customer decides to apply their right to a refund on their purchase, this right will have effects on the set of products provided as part of the promotion.
HAWKERS does not support the exchange between a product purchased by the customer for another product that is offered on the Website.
If the customer wants to make an exchange of a product, they must exercise their right to a refund as described in clause 6.2 and then order and purchase the new product they would like.