Refund policy

Returns & Refunds Policy

Last updated: 11 September 2026

At H.E.S. Lubricants Ltd, we want you to be happy with your purchase. If you need to return something, please contact us and we'll do our best to make the process straightforward.

This policy applies to purchases made through the H.E.S. Lubricants website.

1. Changed your mind?

If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

If your order is delivered in multiple parts, the 14-day period generally begins when you receive the final item.

To cancel an order, please contact us clearly stating that you wish to cancel. You can contact us by email:

chris@hes-lubricants.co.uk

Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us.

2. Condition of returned products

Please take reasonable care of products while they are in your possession.

For lubricant products, we ask that:

Containers remain unopened and unused where possible.
Product labels remain attached and readable.
Products are returned in suitable protective packaging.
Products have not been contaminated, mixed with other substances or transferred into another container.

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning. However, you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.

Nothing in this policy affects your statutory rights.

3. Return postage

If you are returning an item because you have changed your mind, you will normally be responsible for the cost of returning the goods to us, unless we have agreed otherwise.

If the item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will arrange the appropriate remedy and, where applicable, cover reasonable return costs.

4. Faulty, damaged or incorrect items

If your product arrives damaged, is faulty, or you have received the wrong product, please contact us as soon as possible.

Please include:

Your order number
Your name
Details of the problem
Photographs where appropriate

We may ask you to provide photographs of damaged packaging or products to help us investigate the issue.

Your statutory rights remain unaffected. Under the Consumer Rights Act 2015, consumers have a short-term right to reject faulty goods and obtain a refund in qualifying circumstances, including within the first 30 days.

5. Refunds

Once a return has been received and checked, we will process any refund due.

For cancellations made under the statutory 14-day cancellation right, refunds will generally be made within 14 days of the relevant point required by law, including receiving the returned goods or evidence that they have been sent back where applicable.

Refunds will normally be made using the original payment method.

Where you have chosen a more expensive delivery service than the least expensive standard delivery option we offered, we are generally only required to refund the cost of the least expensive standard delivery option.

6. Products that cannot be returned

Certain goods may be excluded from the statutory cancellation right where an applicable legal exemption applies.

If you have a question about whether a particular product can be returned, please contact us before sending it back.

For lubricant products, we strongly recommend contacting us before returning any opened or partially used container, as the condition of the product may affect whether it can be resold.

This does not affect your statutory rights where a product is faulty, damaged or otherwise does not conform to the contract.

7. Returning your order

Before returning an item, please contact us at:

chris@hes-lubricants.co.uk

We will provide the appropriate return instructions.

Please package products securely. H.E.S. Lubricants cannot accept responsibility for damage caused by inadequate packaging during a return.

We recommend obtaining proof of postage and keeping it until your return has been processed.

8. Exchanges

We do not normally operate a direct exchange service.

If you have ordered the wrong product, please contact us. Depending on the circumstances, we may ask you to return the original product and place a new order for the correct product.

9. Business customers

If you are purchasing products wholly or mainly for business purposes, different contractual rights may apply.

If you are a business customer and have a problem with an order, please contact us as soon as possible and we will work with you to resolve the issue.