We aim to send out all orders by Royal Mail within 5 business days after the order has been received. Please allow 3-5 business days for the (free) second class postage, and 1-2 business days for first class postage.
In the event that the item is returned to us (e.g. due to having provided the incorrect address, a faulty address, not having picked up the item at the post office, or not accepting the parcel at the address provided), Hamworthy Hedgehog Rescue reserves the right to recharge for delivery. Returns and refunds citing the reasons above are not granted.
If your order does not arrive in those time frames after having received the postage confirmation email, please get in touch with us. Since we use Royal Mail to fulfill our orders, it is possible that deliveries get lost on the way which is unfortunately out of our hands. For an order to be considered lost, Royal Mail asks to allow for 10 working days to pass following the postage date. Once an item is considered lost by both us and the customer, we will replace your order free of charge.
RETURNS AND EXCHANGES
Hamworthy Hedgehog Rescue is committed to exchange or refund any product that does not suit your expectation or that does not fit properly. In accordance with the United Kingdom's Consumer Contracts Regulations 2013, you have the right to return an item within 30 days after purchase. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. If you cannot return the product within this time frame, please let us know and if reasonable we may extend this period by a few days. According to the same law, personalised items cannot be returned (e.g. items with your name on them).
To be eligible for a refund, your product must be returned unused and in the same condition in which you received it. Items which smell of washing powder, odour spray or which appear to have been worn or damaged cannot be refunded or exchanged.
We cannot be responsible for items going astray due to incorrect address information being supplied.
We will always replace items in the unlikely event that they are defective or damaged.
If you wish to exchange an item for a different size please contact us through our contact page and we will arrange this with you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Charges due to size differences may apply. Exchanges due to size also depend on stock availability, which is why we may offer you an alternative design.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If a refund is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds will be dealt within 7 business days of receiving your returned item.
LATE OR MISSING REFUNDS