Terms of service

TERMS OF SERVICE

ABOUT US:

HEX Fireworks Limited is a U.K. registered company (No. 12714047). Our office is based in Campton, Bedfordshire. SG17 5NX.

When you shop with us (or access our services, apps and websites (our “Website”), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. You can also find out more from the Quick Links section in the footer of the home page on our website (which also form part of these terms). Of course, if you need anything else, get in touch with HEX HQ – we always love to hear from you!

We keep these terms and our Quick Links sections updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

ABOUT YOU:

To shop with us, you need to:

  • be at least 18 years old; 
  • have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
  • be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

    Just FYI, some of the goods sold through our website may not be suitable for under 18s.

    IMAGE DISCLAIMER:

    All images used are for illustrative purposes only. These and the dimensions given are illustrative for the product types and individual product configurations. Wrappers may also differ from those shown. In particular, final products used in our HEXPacks are subject to availability, therefore those purchased may differ from those shown. HEX Fireworks Ltd. reserve the right to change pack contents to an equal or greater value.  Please check with our HEXPerts should you have any questions. All images, photographs and dimensions are not intended to be relied upon for, nor to form part of any purchase contract.

    CHALLENGE 25:

    As per Government guidance we may ask to see a photo ID with proof of age under the Challenge 25 guidance. We are unable to hand over fireworks to people under the age of 18.

    Suitable documents include:

    Valid photo card driving licence 

    Passport

    Military ID

    Proof of age bearing the PASS hologram

    PLACING AN ORDER:

    When you place an order, you should receive a confirmation e-mail confirming receipt of your order.

    We only accept your order once payment has been approved and we have debited the payment card and funds have cleared into our account (and then the contract is made between us, based on these terms).

     

    DISTANCE SELLING REGULATIONS:

    If you change your mind and wish to cancel your order you must email whoosh@hexfireworks.co.uk within 7 days from receipt of your goods.

    This cancellation period does not extend to special orders, i.e. orders which have been custom assembled at the customer’s request and is therefore not an ‘off the shelf’ item. This includes modified kits and kits with additional items.

    Fireworks are hazardous goods and, as such, can only be returned to us by a specialised carrier, which unfortunately have a premium carriage rate. Upon receipt of written confirmation of your cancellation HEX Fireworks Ltd will notify you of how and when the goods are to be collected. In the event of cancellation, a charge will be levied to you for collection and will be retained from any refund given, as will the cost of delivery to ourselves.

    During busy times we will be processing and picking orders and it may not be possible to stop your order prior to despatch. We will do our utmost to cancel your order as requested, but this cannot be guaranteed.

    You won’t be able to change your order – you will need to cancel and re-order.

    All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

    Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. This is done for fraud prevention and the prevention of terrorism, for example. If this happens to you and you think we’ve made a mistake, please get in touch via whoosh@hexfireworks.co.uk and we’ll be happy to speak to you about it.

    There’s a lot going on here at HEX HQ and from time to time our busy pyro ‘HEXperts’ may price up or describe a product or promotion incorrectly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

    If we can’t get in touch with you, we will treat the order as cancelled. If we cancel and you’ve already paid, we will refund you in full via your original method of payment and inform you of such.

    Prices include VAT (where applicable).

    Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see DELIVERY section). Such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.

    DELIVERY:

    Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address. 

    PLEASE NOTE: A signature from an adult (with photographic proof of age as being over 18) will be required before delivery/pickup can be completed.

    We do our very best to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can.

    Check out our Shipping and Refund policies in the footer of our website for more info, or get in touch with HEX HQ if you have any delivery issues or questions.

    REFUNDS:

    Check out our refund policy here.

    We understand, sometimes a product is faulty, and you want your money back.

    Don't worry, as long as you notify us by email (with photographs of the fault or damage) to HEX HQ within 21 days of delivery and the products have been used in accordance with the instructions on the product, and/or HEX Fireworks Ltd. have deemed that the product has been used correctly and the product has been used for the purpose for which it was meant, then we will undertake to replace or refund that product.

    We would deem a product to be faulty if it exhibits a manufacturing defect or has received damage prior to delivery. Liability will not be accepted by HEX Fireworks Ltd where ‘Force Majeure’ is considered to have been a factor of failure. Non-exhaustive illustrations of such circumstances include adverse weather conditions, Acts of God, fire, floods, strikes, Government action or regulations, delays by suppliers, accidents, shortage of materials, labour or manufacturing facilities.

    If you bring to our attention an item which is deemed to be faulty and you request a refund within 21 days of the item being delivered to you (or available for collection), we'll give you a full refund of the product (excluding delivery costs) by way of the original payment method and subject to the above conditions.

    We aim to refund you within 14 days of provision of proof of failure/damage.

    After that?

    We don't accept returns for items after the relevant faulty returns’ notification period of 21 days.