Terms and Conditions
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 some provisions (highlighted in blue) 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 the sooner. Please note that our initial acknowledgment of your order does not constitute acceptance of that order unless we expressly state otherwise.
Payment for the products is due at the same time you place your order. No products will be dispatched until you have paid us in full for the corresponding order.
Payment is made using our payment processor (currently Protx), and by placing your order you agree that we may pass on your details and details of your order to our payment processor in order to enable processing of your payment.
If you require a VAT invoice in respect of your order then please contact us to request this.
- Unavailability of products
We make every effort to ensure that sufficient products are available in stock at all times to meet your order. However, occasionally we may find that stock is unavailable.
If any product you have ordered is out of stock, we will contact you and ask how you wish to proceed. You may either cancel your order for a full refund, await the arrival of the product in stock (unless we inform you that the product will not be coming back into stock) or change your order to replace the product originally ordered with an alternative product (with a corresponding adjustment in the price).
The delivery charges for your order are calculated in accordance with our delivery rates, and are shown separately on the order confirmation.
All products are sent by courier and must be signed-for on receipt. The dispatch of your order will normally take place within 3-5 working days of receipt of your order. Delivery will normally occur within 2 working days after dispatch. Please note that all dispatch and delivery times are approximate.
If you have any particular instructions relating to delivery then please state this in the "delivery instructions" box provided on the order confirmation page. For example, if you would like us to leave the products with a neighbour if you are not available to sign for them.
If our courier makes two unsuccessful attempts to deliver the products within agreed time periods then the products will be returned to us. Any further attempt at delivery may incur an additional delivery fee, which we will notify to you in advance. We will not make any further attempt at delivery until you have agreed to any additional fee. If you do not wish to incur that additional fee then you may cancel your order for a full refund (see section 5, "Cancellation by you").
- Cancellation by you
You have the right to cancel any order (except as set out in section 6, "Exceptions to your right to cancel") by giving us notice of cancellation at any time up to 14 days after delivery of the products in that order.
If you have already received the products, or if you receive the products after giving us notice of cancellation, then you must arrange the delivery for the products within 21 days after your cancellation, using the procedures set out in our returns policy. The customer is liable for all carriage charges relating to the return of unwanted items. You must make no further use of them and must keep them in their original condition and in their original packaging.
The purchase price, less carriage, of unwanted goods returned to HEA Distribution Limited in their original condition and with their original packaging will be refunded.
- Exceptions to your right to cancel
If you order any products that are to be made to your individual requirements or are personalised in any other way, then you cannot cancel your order in respect of those products unless we are in breach of our obligations to you. You will be notified of any products to which this applies before you place the order.
- Cancellation by us
We reserve the right to decline or cancel any order prior to delivery. Examples of when we might do so include:
- where products you have ordered are out of stock; or
- where we have made an error in the description or pricing of any products you have ordered; or
- if the delivery address or billing address for the products is outside the UK; or
- if the delivery is to a PO Box or Shop and Ship Address; or
- if we believe you are under 18.
If we decline or cancel an order we will refund all amounts paid by you in respect of that order.
- Problems with products at delivery
If any products are damaged on arrival, then please notify this to the courier at the time if possible. Please also contact us to report the damage (even if you have not been able to notify the courier). We will then arrange to collect the products from you (as set out in our returns policy) and to send you replacement products.
- Product warranty
All products (other than consumables) are covered by the terms of the manufacturer's guarantee for a minimum of twelve months. This does not apply to consumables such as styli, fuses, cables or batteries, which are covered by your statutory rights.
The manufacturer's guarantee excludes faults caused by accidents, neglect, misuse or normal wear and tear. If the products are being used in a non-domestic environment (such as a place of work or industrial premises) then the manufacturer's guarantee may not apply.
The above terms do not affect your statutory rights.
- Warranty claims
If you wish to make a claim under the manufacturer's guarantee or in respect of your statutory rights, please contact us giving full details of the problem. We will then contact you to arrange an appropriate solution to the problem. Usually this will involve our collecting the products from you (in accordance with our returns policy) for a repair or replacement.
- Returns policy
Any products that are to be returned to us must be returned in accordance with our returns policy. The version of the returns policy that applies will be the version in force at the time the return is made. Failure to comply with this policy may delay processing of your return and of any refund, repair or replacement.
- Data protection
- Contacting us
You may contact us by telephone, email or post, using the contact details set out on our contact us page. To avoid delays in processing any request or instruction, we recommend you contact us by telephone or email.
- Contacting you
We may contact you by telephone, email or post, using the contact details you provide to us. It is your responsibility to inform us promptly if any of your contact details change.
- Our liability
If we break the terms of this agreement then we are not liable to you for:
- any business loss (including loss of revenue, loss of profits, loss of contracts, loss of anticipated savings or loss of reputation) you suffer as a result; or
- any loss that was not reasonably foreseeable to us and you at the time you placed the order.
Nothing in these terms limits in any way our liability to you for death or personal injury arising from negligence, or for fraud, or for any other loss or damage for which we cannot lawfully exclude or limit our liability.
- The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. Click Here for more information.
Terms and Conditions for HEA Distribution / Astell&Kern UK UW100MKII Giveaway
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 will be as specified in the giveaway announcement.
How to Enter: No purchase necessary. A purchase does not increase the chances of winning. Entry requires following specific instructions on the giveaway post, which may include engaging with social media content.
Prize: The prize is the UW100MKII. The prize is non-transferable, and no cash alternative is offered
Winner Selection and Notification: The winner will be selected using the YouToGift platform. The selection process is random and unbiased. The winner will be notified via the method stated in the giveaway announcement (e.g., direct message) within a defined period following the draw. If the 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 cancel or modify the giveaway if fraud or any other factor beyond their control affects the 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 the acceptance/use of the prize.
Law and Jurisdiction: The giveaway is governed by the laws of the United Kingdom and is void where prohibited.
Social Media Disclaimer: This giveaway is not sponsored, endorsed, or administered by any social media platforms. Information is provided to HEA Distribution / Astell&Kern UK, not to the social media platforms
Entrants agree to these terms and conditions upon entry into the giveaway. .