Refund policy

 

1. Scope and Your Rights

This policy explains returns, cancellations, and refunds for purchases from https://hesteran.shop. For assistance, email info@hesteran.shop. We offer a 30-day voluntary return period for eligible goods, in addition to the rights available to consumers under applicable UK law.

The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide rights that operate independently of our voluntary arrangements. Nothing in this policy excludes or limits a mandatory consumer right. If a store condition conflicts with such a right, the statutory right takes priority.

This policy distinguishes changing your mind from a complaint about goods that are faulty, damaged in transit, not as described, or otherwise non-conforming. Conditions such as unused goods and intact packaging for voluntary returns do not automatically apply to statutory remedies.

2. Our 30-Day Voluntary Return Period

You may request a voluntary return within 30 calendar days after receiving an eligible item. Notify info@hesteran.shop within that period, identifying the order and the items you wish to return. After notification, send the goods back within 14 calendar days unless we agree a longer period in writing.

For voluntary change-of-mind returns outside the statutory cancellation period, goods must be unused, unwashed, unaltered, and in a condition suitable for resale, with the original accessories, labels, and packaging where supplied. Reasonable inspection during the statutory cancellation period is governed by the separate rules below.

We do not charge a restocking fee. Discounts or sale pricing do not remove statutory rights. Any restriction on an additional voluntary return benefit must be clearly disclosed before purchase and cannot make a statutory cancellation or faulty-goods claim unavailable.

3. Statutory Cancellation of Online Purchases

For most goods bought online by a UK consumer, you can cancel without giving a reason from the time the contract is made until 14 calendar days after the day you receive the goods. You then have a further 14 calendar days from notifying cancellation to send the goods back.

If goods in one order are delivered separately, the cancellation period generally runs from receipt of the last item. If a single item arrives in multiple lots or pieces, it generally runs from receipt of the last lot or piece. Different rules may apply to regularly delivered goods or other contract types.

You may examine goods as you would reasonably examine them in a shop. Opening ordinary packaging does not, on its own, eliminate the cancellation right. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where legally permitted and where the required cancellation information was provided.

We will not impose an administrative or restocking deduction on a statutory cancellation. Lack of original packaging is not an automatic reason to refuse a statutory refund, although damage or excessive handling may be relevant to a legally permitted reduction in value.

4. How to Notify a Return or Cancellation

Email info@hesteran.shop with your order number, name, the email used for the purchase, and the item or items involved. You may include a reason if you wish, but no reason is required to exercise a statutory change-of-mind cancellation right.

Any clear statement that you want to cancel is sufficient. You do not have to use a particular form or obtain our approval before a valid statutory cancellation takes effect. Contacting us first helps us supply the correct return instructions and arrange any necessary assistance.

For convenience, an optional cancellation notice can be written in your own email stating that you are cancelling the contract, identifying the goods and order, and providing your name, address, and notice date. We will provide the applicable standard cancellation form on request. Using the form is optional and does not affect your ability to cancel by another clear statement.

Please keep a copy of the notice and any evidence showing when it was sent. Do not include full card numbers or passwords in the message.

5. Return Address and Packing

We will supply the appropriate return address and practical return instructions by email. Do not assume that a sender address on a parcel is the correct returns location. Different fulfilment arrangements can require different receiving addresses.

Requesting instructions does not pause or replace statutory time limits. If you have notified cancellation and have not received a timely response, send a follow-up email and retain your original notice. A delay caused by our failure to provide necessary information will not be used to deprive you of applicable legal rights.

Pack the goods securely enough to prevent avoidable transport damage. Include the order reference or another reference we have provided, and return the supplied components belonging to the item. Please remove personal information from returned goods where applicable, without attempting repairs or alterations that could affect assessment.

Keep a postage receipt and, where practical, use a tracked service. Tracking is recommended as evidence and is not an additional condition that invalidates an otherwise valid statutory return. If you use a shipping service costing more than an agreed reasonable return method for a merchant-responsibility return, discuss reimbursement before sending it.

6. Who Pays Return Shipping

For an ordinary change-of-mind cancellation or voluntary return, you are responsible for the direct cost of sending the goods back, provided that this responsibility was properly disclosed before purchase. We do not charge an additional handling or restocking fee.

For goods that cannot normally be returned by ordinary post, the relevant return-cost estimate or collection arrangements must be disclosed before the order is placed. A general reference to customer-paid shipping does not replace a required pre-contract cost estimate for such goods. If required cost information was not supplied, we will apply the legal rules governing responsibility for those costs.

If we supplied the wrong item, the goods arrived damaged, or they are faulty or otherwise non-conforming, we will bear the reasonable necessary return costs applicable to the remedy. Contact us so that we can provide a prepaid method, arrange collection, or agree reimbursement of reasonable postage as appropriate.

Free outbound standard delivery does not mean that every change-of-mind return is free. Equally, it does not permit us to deduct a fictional outbound delivery charge from your refund.

7. Exceptions for Certain Goods

Some goods are excluded from the statutory change-of-mind cancellation right where the legal conditions for an exception are met. Examples include goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for health protection or hygiene reasons after their seal has been broken.

Other statutory exceptions can concern sealed audio, video, or computer software unsealed after delivery; goods inseparably mixed with other items after delivery; and certain newspapers or periodicals. An exception applies only when relevant to the actual product and supported by applicable law.

A standard item produced after an order is placed is not necessarily personalised. Ordinary packaging is not necessarily a qualifying hygiene seal. We will not use these exceptions as blanket exclusions for all items in a broad product category.

Excluded change-of-mind items remain subject to statutory remedies if faulty, misdescribed, or otherwise non-conforming. Any additional voluntary exclusions must be communicated before purchase.

8. Damaged, Faulty, Incorrect, or Misdescribed Goods

Please contact info@hesteran.shop as soon as you discover a problem. Describe the issue and provide the order reference. Photographs of the item, packaging, or relevant labels can help with assessment where reasonable, but photographs, an unboxing video, or a very short reporting deadline are not mandatory conditions for exercising statutory rights.

Goods must satisfy applicable requirements, including satisfactory quality, fitness for a purpose made known to us where the law requires it, and conformity with their description. Where the statutory short-term right to reject applies, consumers generally have 30 days to reject non-conforming goods. Special timing rules apply to perishable goods and when a repair or replacement is agreed.

After that period, you may be entitled to repair or replacement, subject to the legal rules about impossibility and disproportionate cost. The remedy must be completed within a reasonable time and without significant inconvenience. In relevant circumstances, including an unsuccessful repair or replacement, you may be entitled to a price reduction or final rejection.

For applicable remedies where a fault appears within the first six months, the law generally presumes the goods were non-conforming at delivery unless we establish otherwise or the presumption is incompatible with the nature of the goods or defect. Later claims may require evidence about the original defect. A limitation period for bringing a claim is not a guarantee of a fixed product lifespan.

A manufacturer's warranty is additional to statutory rights. We will not require you to pursue a manufacturer instead of a claim you are entitled to bring against us.

9. Refund Amounts and Delivery Charges

Where you validly cancel an entire eligible order, we refund the applicable purchase price and any standard outbound delivery charge you actually paid. Our standard delivery is free, so there is normally no standard-delivery amount to reimburse. We do not deduct a notional delivery expense from a statutory refund.

If an optional enhanced-delivery method was expressly available and selected, the additional cost above the least expensive standard delivery does not normally have to be refunded under the statutory cancellation rules. Any different remedy required for a merchant-responsibility issue will be considered separately.

Refunds reflect the amount actually paid for the returned goods, taking account of the original discount allocation. We do not withdraw a discount retrospectively in a manner inconsistent with mandatory rights or the disclosed promotion terms. For partial returns, contact us if you need an explanation of how the original discount was allocated.

Any lawful diminished-value deduction will be explained, including its basis. Statutory faulty-goods remedies have their own rules; a reduction is not imposed simply because you reasonably used goods before discovering a fault.

10. Refund Timing and Payment Method

Our service target is to initiate an eligible refund within 7 calendar days after receiving returned goods or the return evidence that legally triggers reimbursement, as applicable, and completing any necessary lawful assessment. This service target never extends a statutory deadline.

For statutory cancellation of goods, reimbursement will be made without undue delay and within the applicable 14-day legal period. Unless we have offered to collect the goods, we may generally withhold reimbursement until we receive them back or receive evidence that you sent them back, whichever occurs first. For agreed faulty-goods refunds, the relevant statutory timing rules also apply.

Refunds are normally sent to the original payment method. A different method requires your express agreement and must not cause you a fee. Bank, card issuer, or payment-provider processing may take additional time before the credit appears in your account; our 7-day initiation target is not a guarantee of bank posting within 7 days.

We will notify you when the refund has been issued. If the payment provider's expected posting period has passed, contact us with your order number. We can help you trace the refund reference without asking you to disclose complete payment credentials.

11. Exchanges, Gifts, and Proof of Purchase

If you want a different eligible item, contact us to discuss availability. Depending on the circumstances, we may arrange an exchange or process a return and ask you to place a separate order. A statutory right to repair or replacement for non-conforming goods remains separate from a discretionary exchange.

Refunds go to the original payer and payment method unless another lawful arrangement is agreed. A gift recipient can contact us for assistance, but proof of the relevant purchase may be necessary to arrange a remedy.

An order confirmation is helpful, but reasonable alternative proof of purchase can be considered. We do not automatically refuse a statutory claim solely because the original receipt is unavailable.

12. Orders Not Yet Dispatched and Delivery Problems

Email us promptly if you wish to cancel before dispatch. If fulfilment can be stopped, we will do so. Dispatch does not extinguish a cancellation right; if a parcel is already in transit, we will explain the relevant return or delivery arrangements.

A parcel lost in transit or never delivered is a delivery issue, not a requirement for you to return goods you did not receive. We will investigate and provide the remedy required under the contract and applicable law. You are not required to obtain compensation directly from our chosen carrier before we address our responsibility.

13. Complaints and Contact

Email info@hesteran.shop with your order number and the outcome you are seeking. If you disagree with an assessment, ask us to review it and include any relevant further information. Nothing in this process prevents you from obtaining consumer advice, using available payment-provider dispute procedures, or pursuing legal remedies.