If you change your mind or no longer require an item, you may return your parts to Hilton & Moss for a refund, credit, or exchange. We ask that you notify us of your request within 7 days of receiving your order.
Before sending anything back, please contact us using one of the following options:
Once your return has been approved, your parts must be sent back to us within 14 days of their original delivery.
Items returned outside of this timeframe, or without an authorised returns request, may be refused at our discretion.
Unless the item was incorrectly supplied or damaged in transit, the following cannot be returned:
Please ensure all goods are returned:
Include your returns form inside the package and clearly mark your Sales Order Number on the outside.
Send returns to:
Returns Department
Hilton & Moss
Raynham Road
Bishop’s Stortford
Hertfordshire
CM23 5PN
United Kingdom
All returned items must be sent carriage paid. Hilton & Moss does not cover return shipping costs for unwanted or incorrectly ordered goods. Replacement items sent as part of an exchange will incur a carriage charge.
For international customers, please clearly mark the shipment as a RETURN. Any import charges incurred due to incorrect declaration may be deducted from your refund.
Returns received in a damaged condition or handled beyond what is reasonable may be refused. Returns received after 14 days may be subject to a restocking fee of at least 25 percent, accepted solely at our discretion.
We recommend using a tracked courier service. Hilton & Moss cannot accept liability for lost, damaged, or misdelivered return parcels.
If any items arrive damaged, missing, or incorrect, please notify us within 48 hours of delivery. Claims made outside this window may not be eligible for investigation.
Please contact us by phone or email and provide clear supporting images to parts@hiltonandmoss.com.
If items appear missing but there is no visible sign of loss in transit, please allow 3 to 5 working days for us to check our stock and dispatch records.
Hilton & Moss reserves the right to charge for replacement items if records confirm that goods were packed and shipped correctly.
We are not liable for costs incurred due to delays arising from damaged, missing, or incorrect goods.
Please do not return items to us without our instruction, as unauthorised returns may not be accepted.
All products sold by Hilton & Moss are covered by the manufacturer’s standard warranty, unless stated otherwise.
Please complete and return any warranty documentation supplied with your parts.
We can liaise with manufacturers on your behalf during a warranty claim, but we accept no liability for loss or costs incurred during this process.
Before returning any item for a warranty claim, please contact us to obtain a Return Authorisation Number.