Returns

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What is your Returns Policy?

Festive Returns

Any purchases made from November 8th until the 21st December 2019, will be covered by our extended returns policy meaning you will be able to return or exchange any unwanted gifts.

All you have to do is ensure your returns are back with us by 18th January 2020 and we will take care of the rest. One less thing to worry about in the run up to the big day!

While we hope that you are delighted with your order, we understand that there are occasions when you may want to return items. You can return any item within 28 days of receipt as long as it is in perfect condition, unused and in the original packaging. A restocking fee may apply to any order not received in good condition.

We will be happy to exchange the item for a replacement or to make a refund onto the card that was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of charge by standard delivery.

Please ensure you return the item(s) to us within 28 days. Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

Certain items are excluded from our returns policy. These items can only be returned in accordance with your legal rights, these are bespoke items, special orders / non-stock items, assembled flat-pack items, gift vouchers, perishable goods, sale items and cut fabric, these can only be returned if they are damaged or faulty.

How do I make a return?

For ‘change of mind and unsuitable’ returns, we ask that you return items in perfect condition and in the original packaging for a full refund or exchange within 28 days of receiving the goods.

Parcels are returned at your own cost. Unfortunately, we cannot refund any taxes, duties, charges or delivery costs which may have been paid when placing your order.

We ask that all returns be adequately packaged, preferably in the packing material used to deliver. If your items are too large to return by post, please contact us on 01531 631044 or e-mail sales@husandhem.co.uk to arrange collection by our courier. You will be liable for the cost of collection.

Please obtain a proof of postage from the post office for your return. Hus & Hem cannot be held responsible for anything that gets lost or damaged in transit.

We can arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service, this will be deducted from the refund.

If you are unsure of the best way to make a return, please contact us for advice, this especially applies to valuable, heavy, large, or bulky items.

Simply include a copy of your invoice in your parcel. Please indicate if you would like a refund or exchange. Make sure your items are securely wrapped and send your return to:

Returns Department
Hus & Hem
12 High Street
Ledbury
Herefordshire
HR8 1DS

What if my item is faulty or damaged?

Sadly accidents happen and occasionally mistakes are made, we will try our very best to put things right as quickly as possible.

On delivery if there is clear evidence that the contents are damaged please do not sign for the parcel; you are within your rights to refuse the delivery.

Please contact us within 72 hours of delivery to report any damage. If you are making a return due to a faulty item, damage, or we have packed the wrong goods; we will refund any postage, and ensure you are reimbursed for standard return postage on the item.

If a problem develops outside our 28 day return period, or the item is difficult to package and return, please contact us on 01531 631044 (Monday – Friday 10 am to 5.30 pm, before you return the item so we can discuss the best way forward. Unfortunately we cannot accept a return if the product has been misused or the problem is clearly due to wear and tear.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered.

To help speed up the process and rectify the problem as swiftly as possible, photos of any damage would be helpful. Please email sales@husandhem.co.uk

How long will it take to process my return?

As soon as your parcel has been received a refund or exchange will be processed. Please be aware that it can take three to four days after we have processed a refund payment for it to appear on your card statement.

Unfortunately we cannot be held responsible for any interest charges made whilst waiting for your refund to process.

An email confirming the receipt of your return and the refund will be sent. If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 01531 631044 (Monday - Friday 10 am to 5.30 pm, so that we can look into the matter.

What happens if an item is missing from my order?

Sometimes we dispatch in multiple boxes due to the shape or size.

If this happens, parcels may be delivered on subsequent days. Please contact us to check if this is the case. In the unlikely event that we have missed an item off your order, we will arrange for a replacement to be sent immediately.

Can I return an item purchased online to the shop in Ledbury?

Yes you can. As long as it is within 28 days of receiving the goods, and providing you have proof of purchase. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.

Certain items are excluded from our returns policy. These items can only be returned in accordance with your legal rights, these are bespoke items, special orders / non-stock items, assembled flat-pack items, gift vouchers, perishable goods, sale items and cut fabric, these can only be returned if they are damaged or faulty.

Can I return an item I received as a gift?

If an item was received as a gift, you may have an exchange or gift vouchers. A refund can only be made to the person who made the original purchase.