CompensationNo deadline statedHarder to claim
Compensation for cost of replacement goods if Company fails to deliver
Requires sourcing and evidencing a 'cheapest market available' replacement price, which involves judgment and third-party documentation.
“If the Company fails to deliver the Goods, its liability shall be limited to the costs and expenses incurred by the Buyer in obtaining replacement goods of similar description and quality in the cheapest market available, less the price of the Goods.”Hughes terms, Delivery
What to include: proof of non delivery, invoice for replacement goods, original order price
Right to cancelClaim within 60 daysTakes a few steps
Right to cancel order if delivery delayed beyond 60 days
An agent can check order date vs. today and send a cancellation notice, but must first confirm non-delivery and the Force Majeure carve-out elsewhere in the Terms.
“nor will any delay entitle the Buyer to terminate or rescind the Contract unless the delay exceeds 60 days from the date of the order of the Goods.”Hughes terms, Delivery
What to include: order date, confirmation goods not delivered
Replacement or repairNo deadline statedTakes a few steps
Manufacturer's warranty extended by seller for defective goods
Needs proof of purchase and a fault description sent in writing, but doesn't require photos or physical inspection from the agent itself.
“Where goods sold by the seller are the subject of a manufacturer's warranty, the seller shall extend such a warranty for the duration thereof provided the buyer does not in any way invalidate such warranty and any complaint relating to the goods is notified to the seller in...”Hughes terms, Defective goods (b)
What to include: proof of purchase, fault description, compliance with claim notification terms
Replacement or repairNo deadline statedHarder to claim
Temporary or permanent rental equipment replacement on failure
Requires an Approved Engineer's physical assessment and discretionary 'where possible' judgement before any replacement is provided.
“The Approved Engineer may remove the Equipment to examine or repair it and, where possible, we will provide you with a temporary replacement. If the Approved Engineer decides that is not worth repairing the Equipment. We will provide you with a permanent replacement.”Hughes terms, Rental 3(b) Replacement
What to include: failure report, equipment reference, engineer assessment
RefundNo deadline statedHarder to claim
Full refund of payments if Company ends rental agreement within first month
This termination right is exercised solely at the Company's discretion, not something a customer or agent can trigger on demand.
“Within one month from the date of the Agreement – We may give You at least seven days written notice and return all Your payments (including any advance payment);”Hughes terms, Rental 7(b) Ending the Agreement by Us
What to include: account id, agreement start date
RefundClaim within 14 daysTakes a few steps
Credit for returned charged boxes/cases within 14 days
Requires physically returning the boxes/cases to a specific branch, not something an agent can do remotely with a single message.
“Boxes and cases that have been charged will be credited in full if returned to the despatching branch within 14 days from the date of the relevant invoice but subject to any restocking charge.”Hughes terms, Returns
What to include: original invoice number, proof of return to despatching branch
Right to cancelClaim within 30 daysTakes a few steps
Customer right to end rental agreement with one month's notice
An agent can send written notice, but must first verify the Minimum Period of Hire has elapsed for each item, requiring account-specific checking.
“You may end the Agreement by giving Us at least one month's written notice ending on a normal monthly payment due at or after the Minimum Period of Hire.”Hughes terms, Rental 6 Ending the Agreement by You
What to include: one month written notice, account id, minimum hire period end date
RefundNo deadline statedTakes a few steps
Deposit refund (less sums due) when rental agreement ends
Requires confirming the agreement has ended and no sums are outstanding under Condition 5 before a refund request can be validated.
“Any Deposit You may have paid under the Agreement less any sums due under Condition 5.”Hughes terms, Rental 8(b) Rights and Refunds
What to include: account id, agreement end confirmation, outstanding balance check