Returns & Refunds policy

Cancellations

As we make each item to order we will only accept a cancellation if we have not yet begun work on the order. Please note that any card transaction fees which we incur as the vendor may not be refunded back to you as the customer, you may receive a refund which is less than your original payment. To exercise your right of cancellation, you must inform us of your decision using a clear statement. You can inform us of your decision by e-mail: sales@hideandquill.co.uk

If the item is not personalized, and we agree to a refund, we will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Faulty, damaged or lost

We will give a full refund, including return postage costs where necessary, on any item if it is faulty, damaged or lost in the post. Please retain all original packaging and contact us as soon as possible.

If you believe your item is lost in the post then please give it time to arrive, Royal Mail does not consider an item to be lost until 15 business days after the expected delivery date. A refund will be made after this time.

We cannot be held responsible for any consequential loss if an item is lost, damaged or delayed in the post.

Incorrect postal addresses given by the customer or failure of the customer to collect their parcel from their local collection office will not be considered grounds for refund.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address: 22 Fowlmere Road, Thriplow, Royston, SG87QU

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail sales@hideandquill.co.uk