Shipping policy
Effective Date: 25 September 2026
Last Updated: 27 October 2026
1. Introduction
Welcome to Hanexo. Hanexo is a trading name of HANEXO LTD (company number 17456301), and "we", "us" and "our" mean HANEXO LTD.
This Shipping Policy explains how we process, dispatch and deliver orders placed through our website, https://hanexo.co.uk/.
We offer shipping to eligible addresses in the United Kingdom, subject to availability at checkout.
We aim to provide transparent shipping charges, accurate delivery estimates and a reliable shopping experience.
Nothing in this policy excludes or restricts your statutory consumer rights under applicable law.
2. Order Processing
Orders are normally processed within 1–2 business days after successful payment confirmation.
Processing includes verifying your order details, checking product availability, preparing your products and arranging dispatch.
Business days generally exclude weekends and applicable public holidays.
The processing period is separate from the estimated delivery period.
If an order cannot be processed or dispatched within the applicable promised period, we will contact you and provide any information, cancellation options or refunds required by law.
3. Delivery Timeframes
Our standard estimated delivery periods are:
United Kingdom: 5–7 business days after dispatch.
These delivery estimates are in addition to our normal 1–2 business day order-processing period.
Estimated Total Order Time
United Kingdom: Approximately 6–9 business days, including processing and delivery.
These estimates are based on our normal processing and shipping arrangements.
Delivery timeframes may be affected by carrier operations, public holidays, customs processing, severe weather or other circumstances.
A specific delivery date or timeframe expressly agreed as part of your order will take priority, subject to applicable law.
Estimated delivery periods do not override statutory delivery deadlines or consumer remedies.
4. Shipping Destinations
Hanexo offers delivery to eligible addresses in the United Kingdom.
Available destinations and shipping services are determined by our shipping arrangements and displayed during checkout.
Certain remote locations, offshore territories or addresses that cannot be served by our delivery partners may have limited availability.
If we cannot fulfil an order because delivery to the selected address is unavailable, we will contact you and provide any refund required by law.
5. Shipping Charges
Standard UK delivery is free on all orders, with no minimum spend.
The shipping cost shown at checkout will be £0.00, and the order total you see before you submit your purchase is the total you pay.
We will not impose undisclosed mandatory shipping charges after an order has been accepted.
6. Shipping Confirmation and Tracking
Once your order has been dispatched, we may send a shipping confirmation to the email address associated with your order.
Where supported by the delivery service, shipping notifications may include a tracking number or tracking link.
Tracking updates may take time to become available after the parcel has been handed to the carrier.
If tracking information is unavailable or you require assistance locating your order, please contact us with your order number.
Email: hanexo.limited@gmail.com
7. Delivery Address Accuracy
Customers are responsible for providing complete and accurate delivery information during checkout.
Please check your name, street address, building or apartment number, postcode or ZIP code and contact details before placing an order.
If you notice an error after completing your purchase, please contact us as soon as possible.
We will make reasonable efforts to correct address details before dispatch, but changes may not always be possible once an order has entered the delivery process.
Where incorrect information provided by a customer causes delivery delays or additional costs, responsibility will be determined in accordance with the circumstances and applicable law.
HANEXO LTD remains responsible for errors caused by us or our delivery providers where the law requires.
8. Delivery Attempts and Unsuccessful Deliveries
Delivery providers may make delivery attempts in accordance with their procedures.
Depending on the carrier and delivery location, a parcel may be delivered to the specified address, handed to an authorised recipient or made available for collection where permitted.
If delivery is unsuccessful, the carrier may provide instructions for redelivery or collection.
Customers should follow reasonable delivery instructions and contact us if assistance is required.
Any additional charges relating to a failed delivery will be handled in accordance with applicable law and the circumstances of the order.
9. Shipping Delays
Although we aim to deliver orders within the estimated timeframes, delays may occasionally occur.
Possible causes include severe weather, courier disruptions, customs clearance, public holidays, unexpected operational issues and circumstances outside our reasonable control.
If we become aware of a significant delay, we will take reasonable steps to communicate relevant information.
Where applicable law requires cancellation options, customer consent to a revised shipping date or refunds, we will provide them.
Shipping delays do not automatically remove our contractual responsibilities or statutory obligations.
If your delivery is delayed, please contact us at hanexo.limited@gmail.com.
10. United Kingdom Consumer Delivery Rights
For UK consumer orders, applicable delivery rights under the Consumer Rights Act 2015 remain fully protected.
Unless a different delivery period has been agreed, goods must generally be delivered without undue delay and no later than 30 days after the contract is entered into.
If goods are not delivered within the agreed or legally applicable timeframe, customers may have the right to request delivery within an additional reasonable period.
In certain circumstances, customers may be entitled to cancel the contract without allowing additional time, including where delivery by a particular deadline was essential and the applicable legal requirements are met.
Where a contract is lawfully cancelled because of non-delivery, HANEXO LTD will issue any refund required by law.
Nothing in this policy limits mandatory UK consumer rights.
11. Lost or Missing Parcels
If your order has not arrived within the applicable delivery period or appears to have been lost, please contact us.
Email: hanexo.limited@gmail.com
Please provide your order number and any available tracking details.
We will investigate the issue and, where appropriate, contact the delivery provider.
Where goods are lost before responsibility for the goods legally passes to the customer, HANEXO LTD will provide the appropriate remedy required by law.
This may include replacement or refund depending on the circumstances.
A carrier's tracking status alone does not automatically determine whether our legal delivery obligations have been fulfilled.
12. Damaged Deliveries
If your order arrives damaged, please contact us as soon as reasonably possible.
Include your order number and a description of the damage.
Photographs of the packaging or affected items may help us investigate, but they are not an absolute requirement for exercising statutory rights.
Where goods are damaged, defective or not as described, we will provide appropriate remedies in accordance with applicable consumer protection laws.
Please refer to our Return and Refund Policy for further information.
13. Responsibility During Transit
For UK consumer orders, responsibility for loss or damage generally remains with HANEXO LTD until the goods come into the physical possession of the customer or a person identified by the customer to receive them.
An exception may apply where a customer independently arranges a carrier not offered by HANEXO LTD, as provided by applicable law.
Nothing in this policy transfers responsibility to customers where doing so would violate mandatory consumer protection law.
14. Third-Party Delivery Providers
HANEXO LTD may use third-party postal operators, couriers, fulfilment providers and logistics services to deliver orders.
The delivery provider used may depend on the destination, package characteristics and available shipping services.
Although delivery services are carried out by third-party providers, HANEXO LTD remains responsible for meeting its contractual and statutory obligations.
Customers are not required to resolve a valid legal claim exclusively with the courier where responsibility remains with HANEXO LTD.
15. Multiple Items and Separate Shipments
Orders containing multiple products may occasionally be dispatched in separate parcels.
Where tracking is available, separate shipment notifications may be provided.
We will not charge additional undisclosed shipping fees solely because an order is divided into multiple deliveries.
For eligible UK online purchases involving goods delivered separately under one order, the statutory cancellation period generally begins when the customer receives the final item, subject to the applicable legal rules.
If you receive only part of your order, please contact us for assistance.
16. Order Changes and Cancellations
If you wish to change or cancel an order, please contact us as soon as possible.
Email: hanexo.limited@gmail.com
We will try to accommodate changes before dispatch where reasonably practicable.
Once an order has been dispatched, certain delivery changes may no longer be possible.
Your applicable statutory cancellation rights remain unaffected.
For UK consumers, eligible distance purchases generally qualify for a 14-day cancellation period after receipt of the goods, subject to legal exceptions.
Further information is available in our Return and Refund Policy.
17. Returns and Refunds
Our Return and Refund Policy explains how to request cancellations, returns, refunds and exchanges.
Where a product needs to be returned, our confirmed returns address is:
HANEXO LTD
Flat 3 Newton Mount
Abbey Road
Rhos On Sea
Colwyn Bay
LL28 4NP
Wales
United Kingdom
Email: hanexo.limited@gmail.com
We recommend contacting us before sending a return so that we can provide instructions and help identify your parcel.
Contacting us first is not a condition of exercising a statutory cancellation right.
All refunds will be handled in accordance with our Return and Refund Policy and applicable consumer law.
18. Customer Support
For shipping enquiries, delivery delays, tracking assistance, missing parcels or damaged orders, please contact our customer support team.
Email: hanexo.limited@gmail.com
Please include your order number and relevant information so we can assist efficiently.
We aim to respond to customer enquiries as reasonably practicable and comply with any applicable legal requirements.
19. Changes to This Shipping Policy
HANEXO LTD may update this Shipping Policy to reflect changes in delivery arrangements, fulfilment operations, legal requirements or available shipping services.
Any updates will be published on our website with a revised "Last Updated" date.
Changes will not retrospectively remove contractual obligations or statutory consumer rights relating to previously accepted orders.
20. Contact Information
For questions about this Shipping Policy or an existing order, please contact:
HANEXO LTD
Flat 3 Newton Mount
Abbey Road
Rhos On Sea
Colwyn Bay
LL28 4NP
Wales
United Kingdom
Business Name: Hanexo
Company Number: 17456301
Email: hanexo.limited@gmail.com
Website: https://hanexo.co.uk/
Hanexo — Shipping Policy
Website: https://hanexo.co.uk/
We are committed to transparent shipping charges, reliable delivery arrangements and protecting customer rights under applicable UK consumer laws.
