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Shopping Terms & Conditions

These terms and conditions apply to the use of our website and by accessing this website and/or placing an order you agree to be bound by the terms and conditions set out below.

The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

Before you place an order, if you have any questions relating to these terms and conditions please contact our Customer Service team by email at or call us on 01707 384 264, Monday - Friday between 9.00 and 17.00.


At HAD we are committed to providing excellent service. You are welcome to contact us with your comments; we need to know where we can improve our service and products, and will do all we can to put things right for you if things did not reach your expectations.  We will respond to all queries within two working days.

The more durable products we sell have a warranty for a year and some products are supported by an extended warranty (excludes wear and tear and misuse). If an extended warranty is offered the warranty period will be displayed within the product information.

The Contract Between Us

To place an order with us you must be over 18. We may not be able to accept your order, or part of your order, due to one of the following reasons:

Your payment by debit/credit cards failed to authorise.

We made a pricing or product description error.

A product is out of stock or otherwise unavailable.

We feel that you are not using our website responsibly.

If there are any problems with an order, you will be contacted by one of our Customer Services team to provide a full explanation and to attempt to find the best resolution.

The contract with HAD will be formed when we despatch the goods to you.


The prices payable for products that you order are as set out in our website.

You may be required to pay extra for delivery and it might not be possible for us to deliver to some locations.  Our delivery charges are set out during the order process.

Amend or cancel an order

If you wish to change or cancel an order contact our Customer Services team on 01707 384 264 between 9.00 and 17.00 Monday to Friday. Please have to hand the order number and date the order was placed. Any changes must be confirmed in writing to HAD, The Woodside Centre, The Commons, Welwyn Garden City, Hertfordshire, The Commons, AL7 4DD or by email to

VAT exemption

Supplies of goods can only be zero-rated when all three of the following conditions are met:

1. The customer is eligible to purchase supplies at zero rate.

2. The goods are for the personal or domestic use of the customer.

3. The goods and services are eligible to be supplied at the zero rate.

A VAT declaration (where applicable) must be made at the time of placing your order and cannot be declared and claimed retrospectively.

Returns under distance selling regulations

You have the right to cancel within 14 calendar days starting the day after delivery. If you choose to entertain your rights the notification must be in given in writing either by post to HAD, The Woodside Centre, The Commons, Welwyn Garden City, Herts, AL7 4DD.

Customer Service team or by email at

The refund will include the initial delivery charge but you must pay and arrange to have the item returned to us.

Products that are bespoke will not be able to be returned in conjunction with these regulations.

It is important that the returned items are in their best possible condition, so please can you take care of the item and its packaging where possible. Items should be returned as soon as possible.

Refunds will be issued within 14 days of notification of cancellation.

If the item is not returned to us we will arrange collection of the item and charge you for the cost.

If we are unable to deliver your order within 30 days we will contact you and discuss delivery options.  If you are unhappy with the delivery option you can cancel the order and you will receive a refund within 30 days.

All goods are required to be:

of satisfactory condition,

fit for purpose, and,

as described.

If you receive goods that do not meet the above legal requirements you will be entitled to a legal remedy and should contact us as soon as possible.

If you receive a damaged item please contact us as soon as possible to arrange the return of the item.

Data protection information

When you visit our site, we do not collect your name, email address or any other personal information unless you provide it to us. 

You are asked for your name, address and contact information so we can send you your order, and so we can contact you if we have a question about your order.  We ask for credit/debit card information so we can fulfil your order.

We do not share any other information with third parties, except in the case of contact or order information needed by our supplier network to fulfil your order.


We may use technology such as a “cookie” to monitor users of this site such as which areas of the site you use most or least often and how often you use the website.  A “cookie” is a piece of data stored on the user’s hard drive containing information about the user, it is not linked to any of your personal information on our site.  It may be possible for you to modify your browser to prevent this happening and you may still be able to use our site.

If you have any questions/comments about privacy, you should email us at

This site may contain links to other sites, please be aware that HAD is not responsible for the privacy practices of such other sites and takes no responsibility for their content or availability.

Copyright restrictions:

Commercial use or publications of all or any item displayed is strictly prohibited without prior authorisation from HAD. Nothing contained herein shall be construed as conferring any licence by HAD to use any item displayed.

Documents may be copied for personal use only on the condition that copyright and source indications are also copied, no modifications are made and the document is copied entirely.  However, some documents and photos have been published on this site with the permission of the relevant copyright owners (who are not HAD). All rights are reserved on these documents and permission to copy them must be requested from the copyright owners (the sources are indicated within these documents/photographs).