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Return PolicyOur CommitmentYour Right To ReturnEligibility For A ReturnHow To ReturnRefundsExchangeFaulty Or Incorrect ItemsContact UsLegal RightsAmendments

Return Policy

Hawes & Heritage – Luxury Elegance

At Hawes & Heritage, a distinguished brand of Ceylon Merchant Limited, we take pride in delivering luxury that exceeds expectations. If your purchase doesn’t meet our exacting standards or your discerning taste, our Returns Policy ensures a seamless resolution, in line with UK consumer rights.

Our Commitment

We stand by the quality of our products. Should you need to return an item, we’re here to assist with elegance and efficiency.

Your Right To Return

Cooling-Off Period: Under UK law, you have 14 days from receiving your order to notify us of your intent to return, no reason required (excluding personalized items).

Inspection: You may inspect goods as you would in a store. Excessive handling may reduce refund eligibility.

Faulty Goods: If an item is defective or not as described, you’re entitled to a refund, repair, or replacement within 30 days of receipt, per the Consumer Rights Act 2015.

Eligibility For A Return

To qualify for a return:

  • Items must be unused, in original condition, and with all packaging intact.
  • Luxury accessories (e.g., bags, jewelry) and bedding (e.g., natural latex pillows) must include tags and protective covers.
  • Personalized or custom-made items are non-returnable unless faulty.

How To Return

Step 1: Contact us within 14 days of receipt at [insert email] or [insert phone], providing your order number and reason for return.

Step 2: We’ll provide a return address and instructions. Return shipping costs are your responsibility unless the item is faulty or incorrect.

Step 3: Ship the item back within 14 days of notifying us, using a tracked service. Retain proof of postage.

Refunds

Processing: Once we receive and inspect your return, we’ll notify you of approval. Refunds are issued within 14 days to your original payment method.

Amount: Full purchase price (excluding original shipping costs) is refunded for non-faulty returns. For faulty items, we cover return shipping too.

Timing: Refunds may take 5-10 business days to appear, depending on your bank.

Exchange

We don’t offer direct exchanges. Please return the item and place a new order for your preferred selection.

Faulty Or Incorrect Items

If an item arrives damaged, defective, or isn’t what you ordered:

  • Notify us within 30 days of receipt.
  • We’ll arrange a free return and offer a refund, repair, or replacement at no cost, per UK law.

Contact Us

For assistance:

  • Email: info@hawesandheritage.com
  • Phone: [insert phone]
  • Address: [insert returns address, if different from registered office]

Legal Rights

This policy complements your statutory rights under UK law, which remain unaffected. For more, visit www.gov.uk/consumer-protection-rights.

Amendments

We may refine this policy. Check back for changes (last updated: 31 March 2025).

Thank you for choosing Hawes & Heritage. We’re dedicated to your satisfaction, every step of the way.