Refund policy

RETURNS (Non-Faulty)

You are able to return your Non-Faulty full or part order within 30 days providing you notify us via email first.  You must then ensure the product/s are despatched for return no later than 30 days after the date of delivery.  To be eligible for a return, we require proof of purchase and your item must be in sellable condition, unopened, unused.  Please ensure you also read the policy section below for HOW TO REQUEST A RETURN and REFUNDS  

GIFT RETURNS

Generally we do not allow returns from anyone other than the original purchaser.  However, we understand how it could be awkward if you received the item as a gift.  We will consider your request and if approved, we will offer a credit note or exchange as we want you to love our products as much as we do!  Please contact us via email to discuss further. Unfortunately products from our seasonal collections (Such as Winter) and discounted/sale items are not able to be considered under gift returns.

RETURNS/REFUNDS PURCHASED WITH AN eGIFT CARD

Gift cards are valid for 12 months from the date of purchase.  If you request a return or refund, once approved you will receive credit in the form a new gift card with the same expiry date as the original or 30 days, whichever is greater.

eGIFT CARD REFUNDS AND REPORTING UNAUTHORISED USE

We do not offer refunds on eGift Cards. If you make a purchase having entered an incorrect recipient email address, then as a matter of urgency, call us on 07424713454 or email us  We will deactivate the eGift Card code ASAP and reissue a new one directly to your registered email address. However, we are not liable for any losses incurred as a result of your error and will not be able to reissue any monetary value lost as a result of unauthorised purchases made in these circumstances.  If this occurs, please report the incident to Action Fraud UK here and we will of course assist them with their investigation.

CANCELLATIONS OF A CUSTOM ORDER

You have a 24 hour cooling off period from the time you place a custom order in which you can cancel and receive a full refund, unless you confirm in writing to opt out of this.  This includes non-business days. Beyond 24 hours, a full refund is not possible.  A part refund will be considered on a case by case basis.  We consider an order 'to be placed' from the time payment is made on our website.

DAMAGES OR FAULTS 

Please carefully inspect your order upon receipt and photograph any damage to the outer packaging before opening.  Please contact us immediately via email if there are any damages, faults or other issues and we will do all we can to put it right.  In certain cases we will request supporting photos and will advise you accordingly.

HOW TO REQUEST A RETURN

Contact us at hello@hunterandwalker.co.uk with your order number and a short explanation such as 'changed mind' or 'damaged in transit' etc.
Items returned without prior authority will not be refunded.
Return postage is the buyers responsibility and is not refundable unless the item is faulty or damaged during outbound transit.  Please ensure your return is suitably packaged as we will not be able to give a full refund if it arrives damaged.
If we require you to return a faulty or damaged item, we will refund return postage after receiving the item.
Please note that Hunter and Walker is not responsible if the returns item is lost or damaged during the return transit and you will have to start a claims procedure with the courier service used.
We recommend you purchase sufficient postal insurance and tracking to cover your return.  You must obtain proof of postage and retain your postage receipt. 
Our returns address is: Hunter and Walker Returns, 8 Brownelow Copse, Walderslade, Kent, ME5 9JQ
You can always contact us for any returns query at hello@hunterandwalker.co.uk

NON-RETURNABLE ITEMS

We do not accept returns for eGift Cards, custom designed products or those including personalisation (unless faulty or damaged in transit) but please do get in touch if you have questions or concerns about your specific item. 

REFUNDS

If you are exercising your Consumer Rights to return an order (Excluding faults/damaged in transit goods) then please note we will not refund the original P&P cost.  Any amount refunded will be less the total cost of P&P for the original order.
If you are only returning part of your order, the refunded amount will only be for the items returned in re-sellable condition and will not include full or part payment for the original P&P cost.
We will notify you once we’ve received and inspected your return.  If approved, you’ll be automatically refunded (Minus the original P&P cost) on your original payment method within 14 business days. 
If more than 15 business days have passed since your return was approved, please contact us at hello@hunterandwalker.co.uk
We are only able to process refunds to the original account the purchase was made from.