If you are not entirely satisfied with your purchase, we're here to help. Below is our policy on returns, refunds, and exchanges. This complies with the Consumer Contracts Regulations and Consumer Rights Act 2015. This does not affect your statutory rights.
|Our returns are being processed as normal.|
|Last updated: 11th January 2018|
CANCELING AN ORDER
If you change your mind once you've placed an order, you have the right to cancel the contract under the following conditions. If your whole order has not yet been dispatched, we will be happy to cancel it and refund you in full, immediately. If your order has already been despatched then you have the right to cancel the contract, in writing, within 14 working days from the day after you have received the order. Once we are in receipt of the goods, we will refund you in full within 14 working days.
You have 14 working days to return an item from the date you received it. To be eligible for a return, your item must be returned with a receipt or delivery note and must be unused and in saleable condition. Your item must also be in its original packaging. Returns exclude any altered items, underwear, gift voucher purchases and delivery charges. Faulty items may be returned within six months of purchase. Any item which has been sent to you in error can be returned for replacement or refund within 30 days of receiving the goods.
If for any reason you are returning your entire order you should also include any additional items or gifts if they were included with the order. If returning to us from abroad please indicate this clearly on the package 'Goods returning to the manufacturer for refund'. We aim to process all returns within 7 days of us receiving the returned goods. However, please make sure that you fill out your returns form in full before sending it back to us as this will help to avoid any delays with identifying and processing your return.
To return an item to us, please follow the below procedure:
- Pack the goods in suitable packaging and mark the outside clearly with your returns number.
- Fill out the returns form in as much detail as possible.
- Return to: Returns Department, Harvie and Hudson, 96/97 Jermyn Street, London. SW1Y 6JE.
- Please use a recorded method of shipping to ensure your goods do not get lost in transit.
EXTENDED RETURNS PERIOD
We offer an extended returns period of 30 working days during Sale and Christmas. Your item must be returned with a receipt or delivery note and must be unused and in saleable condition. Your item must also be in its original packaging. Returns exclude any altered items, underwear, gift voucher purchases and delivery charges. Faulty items may be returned within six months of purchase. Any item which has been sent to you in error can be returned for replacement or refund within 30 days of receiving the goods.
During the extended returns period, please expect a wait of up to 14 working days for your return to be processed due to the busy period.
FREE RETURNS TO STORE
You can return your order to our store for refund within 14 days of receipt. Remember to bring your dispatch note with your order as proof of purchase as your refund can't be processed without it. Your order will be forwarded to our web department and you can expect this to be processed within 14 working days.
RETURNS POSTAGE COST ON INTERNATIONAL ORDERS
We recommend that you return your items to us, using Royal Mail Special Delivery Guaranteed or your country's equivalent if from abroad, and obtain a certificate of posting for your records. Harvie & Hudson Ltd will not be held liable for the transit loss of any returned items or parcels. You should also note that regretfully, Harvie and Hudson Ltd will not pay the cost of return postage on international post. This does not affect your statutory rights.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies. We aim to process all refunds within 7 days of receipt, however on rare occasions, some refunds may take longer than expected to process, however, all refunds will be processed within 14 working days. Once your Order has been refunded you will receive notification via email. If any goods which form part of a multi-buy are returned for refund, the refund amount will be adjusted accordingly.
As detailed in The Consumer Contracts Regulations 2013, regulation 34, section 9 and 10, if items are returned in a diminished condition, Harvie and Hudson are entitled to seek reimbursements for mishandling of goods.
(9) If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price.
(10) An amount that may be recovered under paragraph (9)—
(a)may be deducted from the amount to be reimbursed under paragraph (1);
(b)otherwise, must be paid by the consumer to the trader.
If you'd like to exchange your item for something else, please return your item to our department by filling out the returns form and sending everything back by post, or returning your order to store. You should then place a new order online for the item you would like. We will refund the returned item once it arrives in our department.
OUT OF STOCKS
Sometimes - particularly with orders placed at the end of a season - the item that you have ordered is no longer available. If this happens we will contact you as soon as possible with an alternative option or offer a refund on the full purchase price as with any other refund. If you paid by gift voucher you will receive a voucher respectively for the refunded value.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you have any questions on how to return your item to us, contact us on any of the methods below.
Telephone: +44 (0)20 7839 8889