Last updated: 17 December 2025
This returns policy outlines how Hideout Craft handles refunds, cancellations, and returns, in accordance with UK consumer law.
We want you to be fully satisfied with your purchase. This policy explains your rights and our approach to handling returns and refunds fairly and transparently.
Change of Mind Returns
If you’re a UK customer and change your mind, you have 14 calendar days from the date of delivery to request a return under the Consumer Contracts Regulations.
To be eligible:
- The item must be returned in a resaleable condition, unused beyond reasonable inspection, and with original packaging where applicable.
- Return shipping costs are the buyer’s responsibility unless the item is faulty or sent in error
To request a return, please email sales@hideoutcraft.co.uk with your order number and reason for return. Once your return is approved, we’ll provide return instructions.
ⓘ Please note: Outbound shipping costs are non-refundable for change-of-mind returns. Refunds will be issued for the returned item price only.
Faulty or Incorrect Items
If you receive an item that is defective, damaged, or incorrect, please contact us as soon as reasonably possible and within 30 days of delivery.
We’ll either:
- Send a replacement
- Issue a full refund
- Or provide an alternative resolution, depending on the circumstances
We will either reimburse your return postage or provide a prepaid return label for faulty items.
Non-Returnable Items
We cannot accept returns on:
- Custom or made-to-order items
- Digital downloads or software (if applicable in future)
- Items used in a way that has caused wear, damage, or misuse
Refunds
Once your return is received and inspected, we’ll notify you by email and process the refund to your original payment method.
- Refunds are typically issued within 5 working days
- Original shipping charges are non-refundable, unless the return is due to our error
- We do not offer partial refunds for returned items unless explicitly agreed in writing.
How to Start a Return
Email: sales@hideoutcraft.co.uk
Include:
- Your order number
- The item(s) you wish to return
- Your reason for returning the item(s)
Your Rights
This policy does not affect your statutory rights under UK consumer law.
For more information, see:
If you have any questions, feel free to contact us at sales@hideoutcraft.co.uk.