QUICK RETURNS

Follow the simple steps below in how to return your unwanted items.

  • 1. Contact Us

    Returns should be made within 28 days. Please be aware that you must contact us and request a returns number within 14 days of receiving your order.

    Contact us by logging into your account here or call us on 01618 131 485.

    We will need to know your order number, the items you want to return, and the reason for your return.

  • 2. Post Your Return

    Once you have your returns number you have a further 14 days to return your items to us.

    Make sure your items are securely wrapped and your parcel contains all the information requested by our Customer Service Team.

    Either take your parcel to a Post Office or arrange for it to be collected by a local courier.

    Remember to ask for a receipt as proof of sending.

  • 3. We'll Do The Rest

    Once we have processed your return you will receive notification via email.

    All successful returns will be credited to the original method used for payment.

    Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show into your account.

*Please read our extended returns policy below for full Terms & Conditions

Returns Policy & FAQs
CHRISTMAS EXTENDED RETURNS

We're taking the stress out of Christmas shopping - All gifts purchased from 1st November 2017 onward are returnable until 31st January 2018. The usual terms and conditions of sale apply and the usual returns process must then be followed if required. 

RETURNS POLICY

Unless an item is faulty, returns should be made within 28 days of receiving your order. Please contact our Customer Service team to arrange your return. Please be aware that you must contact us and request a return within 14 days of receiving your order. Contact us by logging into your account here or call us on 01618 131 485. (opening hours: Monday-Friday 8am-8pm, Saturday: 9am-4pm, Sunday Closed).


We will need to know your order number, the items you wish to return and the reason for returning the items. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return. Once you have received this number you will have a further 14 days to return your items to us.


Please return the items in their original packaging, package the items securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you return your items to us. 


Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items. 


If you request a replacement item and the item is no longer available, we will process a refund back to the original account you used to purchase the item.


Please note, all unwanted items need to be returned in pristine condition with all tags intact.


We will not accept returns or offer an exchange on pierced jewellery or swimwear where the hygiene seal has been removed. 



REFUNDS

All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return. Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show into your account. 

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. 

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.

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 or call us on 01618 131 485. 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. 

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


We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again 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 inspections of the item .Costs of posting the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.

COMPLAINTS

If you are not satisfied with the way in which we have handled the return, replacement or repair 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 at feedback@thehutgroup.com or by post at Customer Service Department, My Bag, Meridian House, Gadbrook Way, Gadbrook Park, Rudheath, Northwich, Cheshire, UK, CW9 7RA.

MODEL CANCELLATION FORM

To: 1-2 The Stables, Gadbrook Way, Gadbrook Park, Rudheath, Northwich, Cheshire, UK, CW9 7RA.


I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on:

Order number:

Name of customer:

Address of customer:

Signature of customer (only if sent by paper):

Date:

YOUR STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

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