COMPANY INFORMATION
Trading Name: Piegin
Legal Entity: Hall Vision LTD
Company Registration Number: 16882463
VAT Status: Not VAT registered
Address: 275 New North Road, Islington #1913, London, N1 7AA, United Kingdom
Website: https://www.piegin.co.uk
Email: in**@*******co.uk
Phone: +44 7830 742091
Customer Service Hours: 9:00 AM to 6:00 PM (GMT/BST), Monday to Friday
1. OVERVIEW
At Piegin, we stand behind the quality of our products. This Warranty Policy outlines warranty coverage for items purchased from www.piegin.co.uk and your rights under UK consumer law.
Important: This warranty is in addition to your statutory rights under the Consumer Rights Act 2015.
2. WARRANTY COVERAGE
2.1 Standard Warranty Period
| Product Category | Warranty Period | Coverage Start | Return Window | Notes |
|---|---|---|---|---|
| NEW ITEMS | ||||
| General Products | 12 months | From delivery | 30 days | Standard warranty |
| Electronics & Technology | 24 months | From delivery | 30 days | Extended warranty |
| Furniture & Large Items | 12 months | From delivery | 30 days | Standard warranty |
| Custom/Made-to-Order | 12 months | From delivery | 30 days | Standard warranty |
| NON-NEW ITEMS | ||||
| Refurbished | 12 months | From delivery | 30 days | Tested & certified |
| B-Stock | 6 months | From delivery | 30 days | New, damaged box |
| Open-Box | 6 months | From delivery | 30 days | Inspected return |
| Clearance | 3 months | From delivery | 14 days | See note below |
Note on Clearance: Clearance items have 14-day return window (not 30 days) but 3 months warranty coverage for manufacturing defects. See Refund & Returns Policy Section 2 for full details.
All timeframes are in business days for processing; warranty periods are in calendar days.
Understanding Warranty Periods
Warranty Coverage Periods (Calendar Days)
Warranty periods are always measured in calendar days from delivery date, including weekends and holidays:
| Warranty Period | Exact Duration | What It Means |
|---|---|---|
| 24 months | 730 calendar days | 2 full years from delivery |
| 12 months | 365 calendar days | 1 full year from delivery |
| 6 months | 180 calendar days | ~6 months from delivery |
| 3 months | 90 calendar days | ~3 months from delivery |
Example:
- Delivery: 15 January 2025
- 12-month warranty expires: 15 January 2026 (exactly one year later)
- Includes all weekends, holidays, leap year days
Why calendar days?
- Simple and clear (no confusion about business days)
- Easy to calculate (use any calendar)
- Standard across UK consumer law
- Fair to customers (covers every day, not just business days)
Claim Processing Times (Business Days)
When you make a warranty claim, our processing times are measured in business days (Monday-Friday, excluding UK bank holidays):
| Action | Timeframe | Type |
|---|---|---|
| Initial response | 1-2 business days | Processing time |
| Assessment decision | 2-3 business days | Processing time |
| Replacement dispatch | 3-5 business days | Processing time |
| Total resolution (replacement) | 7-11 business days | Processing time |
| Total resolution (repair) | 17-26 business days | Processing time |
Example:
- You submit claim: Monday (Day 0)
- We respond: Tuesday or Wednesday (1-2 business days)
- Weekend doesn’t count toward business day timeframes
- UK bank holidays don’t count
Why business days for processing?
- Our warehouse operates Monday-Friday only
- Couriers don’t collect on weekends
- Realistic timeframes (we don’t work 7 days/week)
- Industry standard for processing times
Quick Reference
For warranty coverage duration: Use calendar days (includes weekends)
For warranty claim processing: Use business days (Monday-Friday only)
Questions? If you’re unsure whether your warranty is still valid:
- Email in**@*******co.uk with order number and delivery date
- We’ll confirm warranty expiry date
- Response within 24-48 hours (business days)
2.2 What Is Covered
This warranty covers:
Manufacturing Defects:
- ✓ Defects in materials or workmanship
- ✓ Faulty components or parts
- ✓ Assembly errors by manufacturer
Functional Failures:
- ✓ Product doesn’t work as intended under normal use
- ✓ Features advertised don’t function
- ✓ Performance significantly below specifications
Structural Issues:
- ✓ Structural defects in furniture or large items
- ✓ Stitching or seam failures in textile products
- ✓ Premature wear beyond normal use
Quality Issues:
- ✓ Color fading or peeling beyond normal wear (within first 6 months)
- ✓ Material degradation not caused by misuse
- ✓ Electronic malfunctions under normal use
2.3 What Is NOT Covered
This warranty does NOT cover:
Normal Wear and Tear
- ✗ Surface scratches from regular use
- ✗ Fading or discoloration from sun exposure (after 6 months)
- ✗ Minor cosmetic imperfections
- ✗ Gradual deterioration from regular use
Misuse or Abuse
- ✗ Damage from improper use or handling
- ✗ Modifications or repairs by unauthorised persons
- ✗ Use for unintended purposes
- ✗ Failure to follow care instructions
- ✗ Exceeding product weight/capacity limits
Accidents and External Factors
- ✗ Physical damage from drops, impacts, or accidents
- ✗ Water damage (unless product is waterproof)
- ✗ Fire, flood, or natural disaster damage
- ✗ Damage during shipping after initial delivery
- ✗ Damage from pets, children, or third parties
Consumable Components
- ✗ Batteries (unless defective within 90 days)
- ✗ Light bulbs or LED components (unless failure within 30 days)
- ✗ Filters, cartridges, or replaceable parts
- ✗ Cosmetic accessories
Unauthorised Modifications
- ✗ Alterations made without our approval
- ✗ Third-party parts not recommended by manufacturer
- ✗ Software modifications (jailbreaking, custom firmware)
- ✗ Removal of serial numbers or warranty labels
2.4 Warranty vs Returns Policy
Understanding the difference:
| Timeframe | Which Policy? | What’s Covered |
|---|---|---|
| Days 0-30 (standard items) | Returns Policy | Any reason (change of mind), wrong size/color, defective items |
| Days 0-14 (clearance items) | Returns Policy | Any reason (change of mind), wrong size/color, defective items |
| Days 31+ (standard) | Warranty Policy | Manufacturing defects only, functional failures, quality issues |
| Days 15+ (clearance) | Warranty Policy | Manufacturing defects only, functional failures, quality issues |
Examples:
Day 10 (standard item): You accidentally drop product → Returns Policy applies (partial refund possible)
Day 10 (clearance item): You change your mind → Returns Policy applies (within 14-day window)
Day 60: Product develops defect → Warranty Policy applies (repair/replacement/refund)
Day 60: You accidentally damage product → NOT covered (warranty doesn’t cover accidental damage after return period)
Day 20 (clearance item): Product develops defect → Warranty Policy applies (within 3-month warranty)
3. YOUR STATUTORY RIGHTS (UK CONSUMER LAW)
3.1 Consumer Rights Act 2015
Under UK law, you have legal rights if goods are:
- Faulty or not as described
- Not of satisfactory quality
- Not fit for purpose
These rights are separate from and in addition to our warranty.
3.2 Statutory Rights Timeline
| Period | Your Rights | Who Proves Fault? |
|---|---|---|
| First 30 days | Right to full refund | We must prove item was NOT faulty |
| Up to 6 months | Right to repair or replacement | Fault presumed to exist at purchase |
| Up to 6 years (England, Wales, NI)<br>Up to 5 years (Scotland) | Right to claim for faulty goods | You must prove fault existed |
3.3 How Rights Work with Our Warranty
| Timeframe | Our Warranty | Statutory Rights | Best Option |
|---|---|---|---|
| Days 0-30 (standard) | ✓ Yes | ✓ Yes (full refund) | Use Returns Policy |
| Days 0-14 (clearance) | ✓ Yes | ✓ Yes (full refund) | Use Returns Policy |
| Months 1-12 | ✓ Yes (12 months) | ✓ Yes (presumed fault) | Use Warranty (easier) |
| Months 13-24 | ✓ Yes (electronics only) | ✓ Yes (presumed fault if <6 mo) | Use Warranty or Statutory |
| Months 24-72 (6 years – E/W/NI)<br>Months 24-60 (5 years – Scotland) | ✗ No | ✓ Yes (you prove fault) | Use Statutory Rights |
Important: Our warranty doesn’t affect your statutory rights. If warranty expired but within statutory period, you may still have rights.
3.4 Where to Learn More
- Citizens Advice: https://www.citizensadvice.org.uk/consumer/
- Which?: https://www.which.co.uk/consumer-rights
- Gov.uk: https://www.gov.uk/consumer-protection-rights
4. HOW TO MAKE A WARRANTY CLAIM
Step 1: Contact Us
Email in**@*******co.uk or call +44 7830 742091 with:
Required Information:
- Order number
- Date of purchase
- Description of defect
- Photographs or video evidence (if possible)
- Proof of purchase
Email Subject: “Warranty Claim – Order #[YOUR_ORDER_NUMBER]”
Step 2: Assessment
We will:
- Review claim within 1-2 business days
- May request additional information
- Determine if issue is covered
- Explain decision and next steps
Step 3: Resolution
If approved, we offer:
Option 1 – Repair
- Repair timeframe: 10-15 business days
- We cover all repair costs and shipping both ways
- If repair fails, we offer replacement or refund
- 90-day warranty on repair
Option 2 – Replacement
- Same model or equivalent if unavailable
- Dispatched within 3-5 business days
- Free expedited shipping
- Advance replacement for orders >£100
- New warranty period begins from replacement delivery
Option 3 – Refund
- Full refund of purchase price
- Processed within 5-10 business days
- Refunded to original payment method
- Includes any express shipping fees paid
Step 4: Return (If Required)
We Provide:
- ✓ Prepaid return label (no cost to you)
- ✓ Return instructions
- ✓ Tracking number
Important: You’re NOT responsible for return shipping costs for warranty claims.
5. WARRANTY CLAIM TIMEFRAMES
All timeframes below are in business days (Monday-Friday, excluding UK bank holidays).
| Action | Timeframe (Business Days) | Details |
|---|---|---|
| You contact us | Day 0 | Submit claim via email/phone |
| Initial response | 1-2 business days | We acknowledge receipt |
| Assessment decision | 2-3 business days | Approve/reject with explanation |
| REPLACEMENT OPTION | ||
| Replacement dispatch | 3-5 business days | After approval, from our warehouse |
| Transit to you | 2-4 business days | UK standard delivery |
| Total (Replacement) | 7-11 business days | Fastest resolution option |
| REPAIR OPTION | ||
| Return to us (your shipping) | 3-5 business days | With prepaid label we provide |
| Repair completion | 10-15 business days | At authorized repair center |
| Return to you | 2-4 business days | Repaired item delivery |
| Total (Repair) | 17-26 business days | More thorough, takes longer |
| REFUND OPTION | ||
| Refund initiated | 3-5 business days | After approval |
| Bank processing | 5-10 business days | Your bank’s processing time |
| Total (Refund) | 8-15 business days | If replacement unavailable |
Business Days Definition:
- Monday to Friday: 9 AM – 6 PM (GMT/BST)
- Excludes weekends (Saturday, Sunday)
- Excludes UK bank holidays
Why business days?
- Our warehouse operates Monday-Friday only
- Couriers don’t collect on weekends
- Industry standard for processing times
- Realistic, achievable timeframes
Example Timeline (Replacement):
- Submit claim: Monday 9 AM (Day 0)
- Response: Tuesday (Day 1)
- Approval: Wednesday (Day 2)
- Dispatch: Friday (Day 4)
- Delivery: Following Wednesday (Day 8)
- Total: 8 business days = ~10-12 calendar days
Expedited Processing: For urgent situations (business-critical items, medical devices, etc.):
- Contact us and explain urgency
- We prioritize processing where possible
- May offer express shipping (we cover costs)
- Response: Within 12 hours (business days)
6. EXTENDED WARRANTY (OPTIONAL)
We may offer extended warranty options at purchase for certain products:
| Feature | Standard Warranty | Extended Warranty |
|---|---|---|
| Coverage Period | 12-24 months | Additional 12-24 months |
| Total Protection | 12-24 months | 24-48 months |
| Coverage Terms | Same | Same |
| Transferable | No | Yes (to new owner) |
| Cost | FREE (included) | One-time fee |
Typical Pricing:
- General Products: £10-£25 for 12-month extension
- Electronics: £20-£50 for 24-month extension
- Furniture: £15-£40 for 12-month extension
Note: Extended warranties are optional and clearly disclosed at purchase.
7. MANUFACTURER’S WARRANTY
Some products may have manufacturer’s warranty in addition to Piegin warranty:
Piegin Warranty:
- Provided by Hall Vision LTD
- Contact us directly
- Faster UK-based service
- Single point of contact
Manufacturer’s Warranty:
- Provided by product manufacturer
- May require contacting manufacturer
- Often international service
- May be longer than our warranty
Advantages of Claiming Through Piegin:
- ✓ Faster response: 1-2 days vs 5-7 days
- ✓ UK-based service
- ✓ Single point of contact
- ✓ No language barriers
- ✓ Faster resolution: 7-11 days vs 20-30 days
When to Contact Manufacturer:
- Claims after our warranty expires (if theirs is longer)
- Specialist repairs only manufacturer can perform
- Firmware updates or software issues
- Recall notifications
8. WARRANTY FOR REFURBISHED OR CLEARANCE ITEMS
| Category | Warranty Period | Return Window | Details |
|---|---|---|---|
| Refurbished | 12 months | 30 days | Tested and certified, like-new functional condition |
| B-Stock | 6 months | 30 days | New product, damaged/opened packaging only |
| Open-Box | 6 months | 30 days | Customer return never used, verified perfect condition |
| Clearance | 3 months | 14 days | End-of-line, heavily discounted (50-70% off) |
What’s Covered:
- ✓ Manufacturing defects
- ✓ Functional failures
- ✓ Component defects
- ✓ Quality issues
Returns: ALL items eligible for returns. Exception: Clearance has 14-day window (not 30 days). See Refund & Returns Policy Section 2 for full details.
9. WARRANTY TRANSFERABILITY
Our warranty IS transferable:
- ✓ Warranty transfers to new owners
- ✓ Remaining period continues
- ✓ Same terms apply
- ✓ Must provide proof of original purchase
For Second-Hand Buyers:
- Original purchaser provides proof of purchase
- New owner contacts us with order number
- We update records
- Warranty period from original delivery date (not transfer date)
How to Transfer:
Step 1 (Original Owner): Email in**@*******co.uk – Subject: “Warranty Transfer – Order #[NUMBER]”
Step 2 (New Owner): Email with proof of purchase
Step 3: We update records (1-2 business days)
10. WARRANTY EXCLUSIONS
10.1 Software and Digital Products
- Digital content not covered
- Refer to Refund & Returns Policy
- Software bugs: Report within 30 days (14 days for clearance)
- Unauthorized firmware modifications NOT covered
- Official updates ARE supported
10.2 Batteries and Power
- Natural battery degradation NOT covered
- Defective batteries within 90 days covered
- Premature failure (battery dies completely) covered
- Damage from electrical surges NOT covered
- Use proper surge protectors (recommended)
10.3 Cosmetic Damage
- Minor scratches/dents from use NOT covered
- Fading from sun/environmental factors NOT covered
- Severe cosmetic issues within 30 days (14 days clearance): Use Returns Policy
11. FRAUD PREVENTION
To prevent warranty fraud, we may:
- Request proof of purchase
- Inspect returned items
- Refuse claims for items not purchased from Piegin
- Refuse claims for tampered serial numbers
- Request photos/videos before authorizing returns
Making false claims may result in:
- Denial of claim
- Account suspension
- Legal action for fraud
- Blacklisting from future purchases
Legitimate claims are always honored.
12. LIMITATION OF LIABILITY
Our total liability is limited to the purchase price of the product.
We Are NOT Liable For:
- ✗ Indirect, incidental, or consequential damages
- ✗ Lost profits, revenue, or business opportunities
- ✗ Loss of data or information
- ✗ Cost of substitute goods
- ✗ Business interruption
Exceptions – We ARE Liable For:
- ✓ Your statutory rights under UK Consumer Law
- ✓ Death or personal injury caused by our negligence
- ✓ Fraud or fraudulent misrepresentation
- ✓ Any other liability that cannot be limited by law
Recommendation: Always backup important data. We’re not responsible for data loss.
13. CONTACT US
For warranty claims or questions:
Email: in**@*******co.uk
Subject: “Warranty Claim – Order #[YOUR_ORDER_NUMBER]”
Phone: +44 7830 742091
Response Times:
- Business days: Within 24-48 hours (Monday-Friday)
- Weekends/UK bank holidays: Next business day
- Peak periods (November-December): Within 48-72 hours
- Urgent issues: Priority response within 12 hours (business days)
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT/BST)
Closed: Weekends and UK bank holidays
Postal Address:
Hall Vision LTD
Warranty Claims Department
275 New North Road
Islington #1913
London, N1 7AA
United Kingdom
Include in Email:
- Order number
- Date of purchase
- Description of defect
- Photos or videos (if possible)
- Your preferred resolution
14. CHANGES TO THIS WARRANTY POLICY
We may update this policy from time to time. Changes will:
- Be posted on this page with updated “Last Updated” date
- NOT affect warranties for products already purchased
- Apply to new purchases after change date
Your Warranty: The warranty in effect at your purchase applies to your product.
15. DISPUTE RESOLUTION
If not satisfied with our warranty decision:
Internal Resolution
Step 1: Contact customer service (in**@*******co.uk or +44 7830 742091)
Step 2: Request escalation to management (response within 3-5 business days)
Alternative Dispute Resolution
Citizens Advice Consumer Service
- Website: https://www.citizensadvice.org.uk/consumer/
- Phone: 0808 223 1133
Retail ADR (Retail Ombudsman)
- Website: https://www.retailadr.org.uk/
- Email: in**@***********rg.uk
Our Commitment:
- ✓ We respond to ADR requests within 30 days
- ✓ We participate in good faith
- ✓ We respect ADR decisions
- ✓ Your right to legal action remains
Legal Action
Small Claims Court: For disputes under £10,000
Information: https://www.gov.uk/make-court-claim-for-money
You retain the right to take legal action through UK courts.
We are committed to providing high-quality products and comprehensive warranty coverage.