Refund policy

Outstanding customer service is our priority at Hills & Hedgerows, so if you are not entirely satisfied with your purchase(s), you can request a refund, provided we receive your return request within 30 days.

That’s right - we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

• Free Returns for eligible orders shipped to the UK.
• Orders shipped outside of the UK are responsible for arranging returns postage and paying the cost of postage.
• To be eligible for a return, your item must be in the same perfect condition that you received it, unworn or unused, with tags, and in its original packaging.
• You’ll also need the receipt or proof of purchase.

We know that ordering things online can be worrying, especially if you have never ordered from that company. Because of this, we offer free returns on eligible items on all orders. 

How to REQUEST A RETURN . . . 

If you change your mind when your order arrives, log in to your Customer Account (you only need your email address), and we will send you a Royal Mail Returns Postage Label if you ordered from the UK. To complete your return …

1. Log into your Customer Account using your email address within 30 days of the delivery date.

2. Check your inbox and junk - open the email from our store and copy the six-digit verification code included in the email.

3. Go back to the online store and enter this code.

4. Click the order you would like to request a return for.

5. If your item has multiple items, you can select the items you wish to return.

6. Select the return reason and add a note.

7. Click Request Return.

If your return request is approved, we will send you a Royal Mail Returns Postage Label with instructions on how to post your return to us.

• Please ensure you post your item(s) back to us within 14 days of arranging the return, including your name and returns code within the parcel.

• To be eligible for a return, your item must be in the same perfect condition that you received it, unworn or unused, with tags, and in its original packaging. Complimentary gifts must also be returned.

• Please note we cannot take responsibility for item(s) lost without proof of delivery, and the item is your responsibility until it reaches us.

Items returned to us without first requesting a return will not be accepted.

 

Damaged or Faulty 

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right. 

Please email returns@hillsandhedgerows.co.uk, including photographs.

Damaged or faulty items returned to us without first requesting a return will not be accepted.

 

Exceptions / Non-returnable items

Unless faulty or damaged in transit, certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), earrings (for hygiene reasons) and personal care goods (such as beauty products).

Or any item used or worn, returned without packaging or in an unsaleable condition.

Please get in touch if you have questions or concerns about your item.

Please note we do not offer refunds or exchanges on gift cards, SALE or discounted items - unless faulty or damaged in transit.

 

Exchanges

We do not offer exchanges because the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Except for defective or damaged items, we will happily send you a replacement if the item is still in stock. Please send us an email at returns@hillsandhedgerows.co.uk with details.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver who will be informed of its return.

 

Refunds 

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

If more than 15 business days have passed since we’ve approved your return, please get in touch with your credit card company or bank, as there is often some processing time before a refund is posted. If you have done all this and still have not received your refund, please get in touch with us at returns@hillsandhedgerows.co.uk.

HILLS AND HEDGEROWS

Last Updated July 2024