Refund Policy
IMPORTANT INFORMATION
The customer pays the return postage costs. We do not offer free returns.
YOUR RIGHTS UNDER UK CONSUMER LAW
Nothing in this policy limits or affects your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If an item is faulty, damaged or not as described, you are entitled to a remedy under consumer protection legislation (repair, replacement or refund, depending on the problem), and we will pay the cost of returning the item to us.
The customer-paid return postage costs described in this policy apply only when you return an item because you have changed your mind.
RETURNS
If you are not satisfied with your order, you can return the item within 30 days of receiving it.
We want you to be completely satisfied with your purchase from Hazel & Willow. If an item does not meet your expectations, you can return it under the conditions below.
RETURN ACCEPTANCE CONDITIONS
For a return to be accepted, it must meet the following requirements:
1. Condition of the item
- Complete, with all accessories
- In its original packaging
- Without signs of excessive use
- Only normal wear and tear from trying on the item is permitted
2. Hygiene exclusions
- For hygiene reasons, underwear cannot be returned
3. Faulty items
- If you receive a faulty item, contact us immediately
4. Processing
- Returns are processed within 7 working days
- Returns with damage or signs of use may be rejected
HOW TO RETURN AN ORDER: STEP BY STEP
Step 1. Contact us
Email us at: support@hazel-willow.com
Step 2. Provide us with the following information
- ✓ Order number
- ✓ Reason for return
- ✓ Photos of the item (if it is faulty)
- ✓ Your full name
- ✓ Your address
Step 3. Wait for our instructions
We will send you the exact warehouse address to which the item should be returned. DO NOT send the item back to the sender's address!
Step 4. Send the parcel
- Postage cost: from £21 (paid by the customer)
- We recommend using a tracked delivery service
- Once you have sent the parcel, send us the tracking number so we can process it more quickly
RIGHT TO CANCEL (14 DAYS)
You have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason.
Important conditions
- The period starts on the day you or a third party nominated by you receives the last item
- Orders are processed automatically, so you can only cancel your order after delivery
- To cancel your order, send us a clear written notice by email
- You pay the return postage costs (from £21)
- Items must be returned complete and carefully packaged
REFUNDS
When you will receive your refund
- Within 14 days of us receiving your notice of cancellation
How we will refund you
- Using the same payment method you used to buy the item
- Without any processing fees
What we refund
- ✓ The price of the item
- ✓ Standard delivery costs
- ✗ Additional costs for express or special delivery
SPECIAL SITUATIONS
Alternative to a return: partial refund
Instead of sending the item back, you can choose to keep it and receive a partial refund.
Refused or uncollected parcels
If you refuse to accept a parcel or do not collect it, you will not receive a refund.
Parcels in transit
- Our items are shipped from our international warehouse, so delivery may take longer
- If you decide to cancel your order while the item is in transit, you will have to wait until it is delivered
- You cannot cancel your order while it is in transit
- Once the item arrives, return it following the standard procedure described above
Return address
ALL RETURNS must be sent to our central warehouse at the customer's expense. (We will provide the exact address when you contact our customer service team.)
CUSTOMER SERVICE
Have questions or need help?
Email: support@hazel-willow.com
Our team is ready to help you quickly and efficiently. Your satisfaction and trust are what matter most to us.
Hazel & Willow. With love, for your style ❤️