STEP-BY-STEP GUIDE TO RETURNS
Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 13/08/14.It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorization number. Without this number it can be difficult to process your return meaning the process may take longer.
It is important to note that any beauty bag, beauty box, advent calendar, or special edition boxes will not be eligible for returns as the products inside may have been removed from their original packaging for presentation purposes. Due to health and safety reasons we are not able to accept these back once they have been delivered.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Can I return a product if I no longer want it?
We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us. All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened. Please contact customer service through your account section to start this process.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
-Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by the you, we recommend using a delivery service that insures you for the value of the goods. We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process if applicable. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.Model Cancellation Form
To: The Hut.com Limited, Meridian House, Gadbrook Park, Rudheath, Cheshire, CW9 7RA.
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account.
Please get in touch with our advisors through LiveChat or messaging us from your account. You will need your order number to hand, this can be found on your order confirmation email.
Should your item arrive damaged or something has gone wrong, please have a photo to hand to show our advisors.
Pop your item in the post back to us, with the address provided by our advisor. Unfortunately we can currently only cover shipping costs if there is a problem with your order. Should this be the case our advisor will send you a pre-paid returns label to your address.
REFUNDS & RETURNS
How long does it take to get a refund?
We aim to refund all returns 14 working days after we have received the item at our warehouse.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order; however, mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.
Why can’t I speak to the same agent?
To help minimise customer waiting times, our system allocates the first available agent to a call and cannot guarantee that you will speak to the same agent every time. Rest assured we have a comprehensive notes system for every customer.
Why do I need to provide photographic evidence or a doctor’s certificate if I’ve had an allergic reaction?
Unfortunately not every return claim made is legitimate and we need to ensure evidence is provided by customers. This allows us to provide our customers with the best service possible.