Refund policy

Refund Policy

At Hazel & Maud Harrogate we want you to love your order. If something isn't right, you can return it within 30 days of receiving it. Please note that return shipping is not free: unless your item is faulty or incorrect, the cost of sending it back is paid by you.

This policy does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Your right to cancel

You can cancel your order at any time from the moment you place it until 14 days after the day you (or someone you nominate, other than the courier) receive your goods. You don't need to give a reason. On top of this statutory right, we give you a total of 30 days from delivery to request a return.

To cancel, simply tell us clearly by email at info@hazelmaudharrogate.uk. After you've told us, you have 14 days to send the items back.

Orders that have already been dispatched

Our orders are processed automatically and are usually dispatched quickly. Once your parcel is on its way, we can no longer stop or redirect it. You can still cancel by letting us know, but you will need to wait for the parcel to arrive and then return it to us following the steps below.

Conditions for returns

To receive a full refund, returned items must:

1. Be unworn, unwashed and in the same condition as you received them, with all tags, parts and original packaging.
2. Show no damage beyond what is needed to check the item, as you would in a shop.
3. Not be hygiene-sealed products (such as earrings, underwear or swimwear) that have been unsealed after delivery, unless they are faulty.

If an item comes back worn, washed or damaged by handling beyond what is needed to inspect it, we may reduce your refund to reflect the loss in value.

How to start a return

Email us at info@hazelmaudharrogate.uk and include:

- Your order number
- The reason for your return
- Photos of the item if it is faulty, damaged or incorrect
- Your full name
- Your address

We will reply with the return address and instructions. Please do not send items back to the address on the parcel, as returns sent there cannot be processed. All returns are sent to our central warehouse in Asia.

We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.

Return shipping costs

If you change your mind, you are responsible for the cost of returning the items. If your item is faulty, damaged on arrival or not what you ordered, you do not pay for the return: we will cover the cost or reimburse your return postage.

Refunds

We will check your return within 7 working days of receiving it and confirm by email. Refunds are made within 14 days of the day we receive the items back, or the day you send us proof that you have returned them, whichever is earlier.

Your refund will include the price of the items and the original standard delivery cost. It is paid using the same payment method you used for your order, unless we agree otherwise, and you will not be charged any fee for it.

Faulty, damaged or incorrect items

If your item is faulty, damaged or not as described, contact us as soon as possible with your order number and photos. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days of delivery, and to a repair, replacement or refund after that.

Contact

Questions about returns? Email us at info@hazelmaudharrogate.uk.