Terms and Conditions

Introduction

Please read these terms carefully. These are the legally binding terms that set out the basis on which we supply our products. By placing an order for any products, you indicate your acceptance of these terms.

We are HEA Distribution Limited (company number 14139827 registered in England & Wales, VAT number GB 413463323), trading as Astell&Kern.

These terms include provisions that limit our liability to you in the event that we break any of the terms of our agreement with you.

Acknowledgment & Acceptance of Order

No contract will exist between you and us until we have received full payment from you and have either (i) given you a written/emailed acceptance of your order or (ii) dispatched the ordered products, whichever is sooner. Please note that our initial acknowledgment of your order does not constitute acceptance unless we expressly state otherwise.

Payment

Payment for the products is due at the time you place your order. No products will be dispatched until you have paid in full.

Payment is processed through our secure payment provider, and by placing your order, you agree that we may pass on your details and order information to our payment processor to enable processing.

If you require a VAT invoice for your order, please contact us to request one.

Unavailability of Products

We make every effort to ensure products are available in stock at all times. However, if a product is unavailable:

  • We will contact you to discuss options.
  • You may cancel your order for a full refund.
  • You may wait for stock replenishment (unless we inform you that the product will not return to stock).
  • You may change your order to an alternative product with a corresponding price adjustment.

Delivery

Delivery charges are calculated based on our standard delivery rates and are shown separately on the order confirmation.

  • All orders are sent via courier and require a signature upon receipt.
  • Dispatch normally occurs within 3-5 working days.
  • Delivery is expected within 2 working days after dispatch.
  • Delivery times are approximate.

If our courier makes two unsuccessful delivery attempts, the products will be returned to us. Further delivery attempts may incur an additional fee, which we will notify you of in advance.

Cancellation by You

You may cancel your order (except as outlined in "Exceptions to Your Right to Cancel") and return the products within 30 days of receiving them.

  • Return Authorization & Window: If you have already received the products, you must arrange their return within 30 days of receipt of the goods.
  • Condition of Items: Items must be returned in their original, unused condition and in their original packaging.
  • Return Shipping Costs: You are solely responsible for arranging and paying for all return shipping costs.
  • Restocking Fee: All returned items are subject to a 10% restocking fee (calculated based on the purchase price of the returned products), which will be deducted from your final refund amount.

A refund, minus the 10% restocking fee and any original carriage/delivery costs, will be processed once we receive and inspect the returned items.

Exceptions to Your Right to Cancel

Orders for personalised or custom-made products cannot be cancelled unless we are in breach of our obligations.

Cancellation by Us

We reserve the right to cancel any order before delivery. Reasons for cancellation may include:

  • Products being out of stock.
  • Errors in product descriptions or pricing.
  • The delivery address being outside the UK or to a PO Box.
  • Suspected fraudulent activity.

If we cancel an order, we will refund all amounts paid.

Problems with Products at Delivery

If products arrive damaged:

  • Notify the courier at the time of delivery if possible.
  • Contact us immediately to report the damage.
  • We will arrange collection and replacement of the damaged items in accordance with our returns policy.

Product Warranty

All products (excluding consumables) come with a minimum 12-month manufacturer’s warranty.

  • Consumables such as styli, fuses, cables, or batteries are not covered beyond statutory rights.
  • The warranty does not cover damage caused by accidents, misuse, neglect, or normal wear and tear.

Warranty Claims

If you wish to claim under the manufacturer’s warranty:

  • Contact us with full details of the issue.
  • We will arrange a suitable resolution, which may involve repair or replacement, in accordance with our returns policy.

Returns Policy

Returns must be made in accordance with our current returns policy (including the 30-day return window, customer-paid shipping, and 10% restocking fee outlined under "Cancellation by You"). Failure to follow our policy may delay processing of refunds, repairs, or replacements.

Data Protection

We take your privacy seriously. We use Meta (Facebook) Pixel, Microsoft Clarity, and Google Analytics to understand website interactions and improve our services. These tools may collect:

  • Meta Pixel: Tracks interactions with our website to provide personalised ads on Facebook and Instagram. It collects data such as pages visited, time spent on pages, purchases, and conversions.
  • Microsoft Clarity: Mouse movements, scrolling, clicks, heatmaps, and session replays.
  • Google Analytics: Pages visited, session duration, browser/device type, and anonymised IP addresses.

For full details, please review our Privacy Policy.

Contacting Us

You may contact us via telephone, email, or post using the details on our contact page. To ensure timely processing, we recommend using email or telephone.

Contacting You

We may contact you via telephone, email, or post using the details you provide. Please ensure your contact details are up to date.

Our Liability

If we breach these terms, we are not liable for:

  • Business losses (loss of revenue, profit, contracts, or reputation).
  • Losses that were not reasonably foreseeable at the time you placed your order.

Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Governing Law

These terms are governed by UK law. Any disputes arising under these terms shall be subject to the jurisdiction of the courts of England and Wales.

The Waste Electrical and Electronic Equipment (WEEE) Directive

The WEEE Directive is now UK law. For more information, click here.

Giveaway Terms and Conditions

General Giveaway Terms

From time to time, HEA Distribution Limited / Astell&Kern UK may run giveaways, contests, or prize draws (collectively referred to as "giveaways"). By entering any giveaway, participants agree to be bound by the following terms and conditions:

Eligibility: Open to residents of the United Kingdom, 18 years or older. Excludes employees of HEA Distribution, Astell&Kern UK, their family members, and individuals involved in any aspect of the giveaway.

Giveaway Period: The giveaway timeframe and entry period will be specified in the respective giveaway announcement.

How to Enter: No purchase necessary. A purchase does not increase the chances of winning. Entry requirements will be specified in the individual giveaway announcement and may include engaging with social media content or other actions.

Prizes: The prizes for each giveaway will be detailed in the specific giveaway announcement. Prizes are non-transferable, and no cash alternative is offered.

Winner Selection and Notification: Winners will be selected at random using a fair and unbiased selection process. The selection method and timeframe for notification will be outlined in the giveaway announcement. If a winner cannot be contacted, is ineligible, or fails to claim the prize within the specified timeframe, the prize may be forfeited and an alternate winner selected.

Rights Granted by Entrants: By entering, participants grant HEA Distribution / Astell&Kern UK the right to use their entry, name, and likeness for advertising and promotional purposes without additional compensation, unless prohibited by law.

General Conditions: HEA Distribution / Astell&Kern UK reserves the right to modify, suspend, or cancel any giveaway if fraud or other factors beyond their control compromise the fairness or integrity of the giveaway.

Limitation of Liability: By entering, participants release HEA Distribution / Astell&Kern UK from any liability arising from participation in the giveaway or acceptance/use of the prize.

Law and Jurisdiction: All giveaways are governed by the laws of the United Kingdom and are void where prohibited.

Privacy: Participant information will be used in accordance with HEA Distribution / Astell&Kern UK's privacy policy and only for the purposes of administering giveaways.

Social Media Disclaimer: Giveaways are not sponsored, endorsed, or administered by any social media platforms. Information is provided to HEA Distribution / Astell&Kern UK, not the social media platforms.

By entering any giveaway, participants agree to these terms and conditions.