Last updated: March 2026
This policy outlines how Hideout Craft handles returns, refunds, and cancellations in accordance with UK consumer law.
1. Change of Mind (Consumer Contracts Regulations)
If you are a UK customer, you have the right to cancel your order within 14 calendar days of receiving your goods.
You then have a further 14 days to return the items.
Conditions
To be eligible for a refund:
- Items must be returned in a resaleable condition
- Items must not be used beyond what is necessary to inspect them
- Original packaging should be included where possible
We reserve the right to make a deduction from the refund if the value of the goods has been reduced due to handling beyond what is reasonably necessary.
Return Costs
- Return postage is the customer’s responsibility for change-of-mind returns
- We recommend using a tracked service, as we are not responsible for returns lost in transit
Refunds (Change of Mind)
- Refunds are issued to the original payment method
- We will refund the cost of the goods only
- Original delivery charges are non-refundable
Refunds will be processed within 14 days of receiving the returned goods
2. Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or incorrect, please contact us within 30 days of delivery.
We will:
- Offer a replacement
- Provide a full refund
- Or agree on an appropriate resolution
We will cover the cost of return postage where applicable.
3. Incorrect Address or Customer Errors
Customers are responsible for ensuring that all order details, including delivery address, are correct at the time of purchase.
If an order is delivered to the address provided at checkout, it is considered fulfilled.
If a parcel is returned to us due to an incorrect address:
- We can arrange redelivery at the customer’s cost
- Or issue a refund excluding original shipping costs
4. Non-Returnable Items
We cannot accept returns for:
- Custom or made-to-order items
- Digital products (if applicable)
- Items that have been used, damaged, or altered
5. How to Start a Return
To start a return, please contact:
Email: sales@hideoutcraft.co.uk
Include:
- Your order number
- The item(s) you wish to return
- Reason for return
We will provide return instructions.
6. Refund Processing
Once your return is received and inspected:
- You will be notified by email
- Refunds will be issued within 14 days
7. Your Rights
This policy does not affect your statutory rights under UK consumer law.