Refund policy
Returns and Refunds
TO COMPLETE: registered company name, registered address and company number. UK law requires the trader identity and a geographic address to appear here before selling.
Please note: returns are not free. You pay the return postage unless the item is faulty, damaged or not what you ordered.
Your legal right to cancel
Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving it, for any reason, and return the goods within 14 days of telling us. We will refund the price of the goods and the standard outbound delivery cost.
Because our system processes orders immediately, we cannot stop a parcel that has already been dispatched. If it is on its way, please accept delivery and then return it.
Our 30-day policy
Beyond the legal minimum, you may return or exchange any item within 30 days of delivery, provided it is unused, in its original condition and with all parts and packaging as received. We may refuse a return that shows use or damage that is not our fault.
How to return something
- Email info@harrietoxford.co.uk with the subject Return Request.
- Include your order number, the reason, your full name and address, and a photo if the item is damaged.
- Wait for us to send you the return address. Do not send anything back to the sender address on the parcel.
- Send the item to the address we give you and keep your proof of postage.
Who pays the postage
For a change of mind, the return postage is yours. If the item is faulty, damaged or not what you ordered, we pay — we will send a prepaid label or refund your postage.
Faulty goods
Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund, and rights to repair or replacement after that. These rights are in addition to the policy above.
Refunds
Once your return reaches us we inspect it and refund within 14 days, to the payment method you used.