Refund & Returns Policy
At The Hidden Hatch Ltd, we want you to be fully satisfied with your purchase. We take great care to check items before dispatch, but we understand that sometimes things go wrong. Our policy is designed to be fair, transparent, and compliant with your statutory rights.
1. Damaged, Faulty, or Incorrect Items (The 30-Day Right)
Under the Consumer Rights Act 2015, you have a legal right to a full refund, repair, or replacement if your goods are faulty, damaged in transit, or not as described.
- Report Window: Please notify us of any damages, missing items, or faults within 3 days of receipt for a fast resolution. Our formal short-term right to reject for a full refund extends up to 30 days from delivery.
- The Process: Contact us via email or online chat with your order reference and a photograph of the item.
- Your Remedy: For faulty or incorrect items, we will offer a full refund to your original payment method, a replacement, or a repair. We will also cover reasonable return postage costs for verified faults.
- Once received, refunds are processed within 2-5 business days to your original payment method.
2. “Change of Mind” Returns (The 14-Day Cooling-Off Period)
For most online purchases, you have a 14-day cooling-off period to cancel your order for any reason.
- Notification: You must inform us of your intent to return within 14 days of receiving your items.
- Return Shipping: You then have a further 14 days to send the items back to us. Unless the item is faulty, the buyer is responsible for return postage.
- Condition: Items must be returned in their original, unused condition with all packaging intact. We may reduce your refund if the value of the goods has been diminished by unnecessary handling. Items must be returned with all original packaging and tags intact.
3. Hygiene & Safety (Earrings & Socks)
Due to health and safety reasons, we cannot accept returns of earrings or intimate apparel (such as socks) once the hygiene seal has been broken or the packaging has been opened.
- These items are only eligible for return if they are completely unopened and in their original, sealed packaging.
- This does not affect your rights if the items are faulty or arrive damaged.
4. Items Ordered in Error
If you have ordered the incorrect quantity or item, please report it within 14 days.
- We will provide a Returns Form for you to include with the package.
- For large returns, we can arrange a collection for a fee of £7.50 + VAT (UK Mainland only).
- Upon inspection, a credit or refund will be issued, minus the original delivery costs.
Key Legal Adjustments Made:
Hygiene Seals: I’ve linked the earring and sock policy to the Consumer Contracts Regulations to ensure it’s legally “airtight” for your specific niche.
Refund vs. Credit: Legally, you cannot insist on a “credit only” policy for faulty goods. If it’s broken, the customer has a right to their money back.
The 30-Day Window: While you ask for reports within 14 days, the law allows consumers up to 30 days to reject faulty goods for a full refund.
Need help?
Contact us by form on the front page of this site: https://thehiddenhatch.co.uk for questions related to refunds and returns.
Alternatively use our form on the main page to describe what went wrong and add any photos to show us the issue more clearly.