Refund Policy
Returns
Returns are accepted for 30 days following purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that if you have opted for gift wrap the cost of this (currently £4.99) cannot be refunded.
To complete your return, we require proof of purchase. Please contact us with your order number and name the order was made in.
Partial refunds may be granted at our discretion for items returned more than 30 days after delivery. We will assess these on a case-by-case basis.
Refunds
Once your return is received and inspected, we will send you an email notifying you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If this is approved, then your refund will be processed, and a credit will be applied automatically to the credit card or original method of payment, usually within five days, although banks' transit time vary.
Defective products
In the unlikely event of receiving a damaged product please contact us. We accept returns for refund or replacement for faults that appear within 6 months of the order being delivered. Any faults that occur after this date will not be refunded. However, we can arrange for repair in some circumstances, which will be considered on a case-by-case basis.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hepburnandhughes.com
Exchanges
If you would like to exchange an item purchased, please contact us at hello@hepburnandhughes.com. The purchaser will be required to pay shipping costs for returning the item. Shipping costs are non-refundable for returns and exchanges.
Return address:
Hepburn
PO Box 656
SEVENOAKS
TN13 9WW
If you are shipping an item over £50, we recommend using a trackable shipping service and possibly purchasing shipping insurance. Without this we can't guarantee that we will receive your returned item, and responsibility for returned items remain with the customer until the items arrive with us.