Thank you for shopping at hillhousehomeh.shop.

This Return and Refund Policy explains the conditions and procedures that apply to order cancellations, change-of-mind returns, exchanges, damaged or faulty goods, incorrect or incomplete orders, and refunds.

This policy applies to products purchased directly through hillhousehomeh.shop.

It should be read together with our Terms of Service, Shipping Policy, Privacy Policy, Legal Notice, and any product-specific conditions displayed before purchase.

Nothing in this policy excludes, restricts, or replaces any mandatory right available to consumers under applicable UK law.

1. Policy Summary

hillhousehomeh.shop offers:

• A 30-calendar-day commercial return period for eligible products

• A statutory cancellation period for most eligible online purchases

• Remedies for faulty, damaged, misdescribed, incomplete, or incorrectly supplied goods

• Exchanges for eligible products, subject to availability

• Refunds to the original payment method

• No standard restocking fee

Customers must contact us before returning a product so that we can provide return instructions and the authorised return destination.

Return and Refund Email: info@hillhousehomeh.shop

2. Our 30-Day Commercial Return Period

In addition to applicable statutory rights, hillhousehomeh.shop accepts eligible commercial return requests submitted within:

30 calendar days after delivery.

To use our commercial return policy:

• Contact us within 30 calendar days after delivery.

• Provide your order number and identify the product being returned.

• Obtain return authorisation and return instructions.

• Send the product back within the period stated in our instructions.

• Ensure that the product satisfies the applicable return conditions.

• Provide valid proof of purchase.

Return requests submitted after 30 calendar days may be declined unless a remedy is required by applicable law.

3. UK Statutory Right to Cancel

Consumers purchasing most goods online may cancel the contract without giving a reason.

The statutory cancellation period generally ends 14 calendar days after the day on which the customer, or a person nominated by the customer, receives the goods.

Where an order is delivered in multiple parcels or instalments, the cancellation period generally begins after the final parcel, product, or instalment is received.

To exercise the statutory right to cancel, send a clear cancellation statement to:

Email: info@hillhousehomeh.shop

The cancellation notice should include:

• Your full name

• Your order number

• The email address used during checkout

• The product or order being cancelled

• A clear statement that you wish to cancel the contract

A particular cancellation form is not required when a clear cancellation statement is provided.

You do not need to provide a reason for exercising a valid statutory cancellation right.

4. Returning Goods After Statutory Cancellation

After notifying us of a statutory cancellation, you must generally send the applicable goods back within:

14 calendar days after providing the cancellation notice.

We will provide the authorised return destination and return instructions after receiving your request.

Goods must be returned without undue delay and securely packaged to prevent avoidable damage during transit.

Do not return goods to an address displayed on the original shipping parcel unless we expressly confirm that it is the authorised return-processing address.

5. Exceptions to Statutory Cancellation Rights

The statutory change-of-mind cancellation right may not apply to certain products, including:

• Personalised, embroidered, engraved, monogrammed, or customised goods

• Goods made to the customer’s specifications

• Goods liable to deteriorate or expire rapidly

• Sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken

• Sealed audio, video, or computer-software products after opening

• Digital content supplied following the legally required consent and acknowledgement

• Goods that become inseparably mixed with other items after delivery

• Newspapers, periodicals, or magazines, subject to applicable exceptions

• Other products excluded from cancellation rights under applicable law

These exceptions do not remove remedies where goods are faulty, damaged before delivery, not as described, incorrectly supplied, or otherwise fail to comply with applicable consumer law.

6. Commercial Return Eligibility

To qualify under our additional 30-day commercial return policy, a product must generally:

• Be unused, unworn, unwashed, uninstalled, unassembled, and unaltered

• Be in the same condition in which it was delivered

• Show no signs of outdoor use, prolonged wear, misuse, or customer-caused damage

• Include all original tags, labels, manuals, accessories, parts, and components

• Include original product packaging where reasonably possible

• Be accompanied by valid proof of purchase

• Be returned to the authorised destination

• Be securely packaged for return transit

All commercial returns are inspected before a refund or exchange is approved.

These commercial conditions do not override statutory cancellation rights or remedies for faulty goods.

7. Reasonable Product Inspection

During the statutory cancellation period, customers may handle and inspect goods only to the extent reasonably necessary to establish their nature, characteristics, and functionality.

This is comparable to the inspection that would reasonably be permitted in a physical retail shop.

Handling that may go beyond reasonable inspection includes:

• Wearing apparel for an extended period

• Wearing products outdoors

• Washing or cleaning a product

• Removing or damaging essential tags

• Applying fragrances, cosmetics, protective treatments, or cleaning products

• Assembling or installing a product beyond reasonable inspection

• Altering or repairing a product

• Using a product in a way that leaves visible wear

• Returning a product with missing components

• Unnecessarily damaging retail packaging

Where permitted by law, a reasonable deduction may be made to reflect a measurable reduction in value caused by excessive handling.

No deduction will be made solely because a customer reasonably inspected the goods.

8. Apparel Return Conditions

For a commercial return, dresses, sleepwear, loungewear, and other apparel must generally be:

• Unworn other than for a reasonable indoor fit check

• Unwashed and uncleaned

• Unaltered

• Free from stains, makeup, deodorant, perfume, smoke, dirt, and pet hair

• Free from stretching, fading, damage, or prolonged wear

• Returned with original tags attached where applicable

• Returned with all original accessories and packaging

Products worn outdoors, slept in, exercised in, washed, or used for an extended period may not qualify as unused commercial returns.

Statutory rights remain available where a product is faulty or otherwise does not conform to the contract.

9. Dresses and Occasion Wear

Dresses and occasion wear may be tried on indoors solely to assess size, fit, appearance, and comfort.

For a commercial return, these products must not show evidence of:

• Extended wear

• Event or occasion use

• Alteration or tailoring

• Makeup, tanning products, deodorant, or fragrance

• Food, drink, dirt, or other staining

• Damage to closures, straps, embellishments, or fabric

• Removed or damaged essential tags

Products returned after being worn for an event or occasion will not qualify as unused commercial returns.

10. Sleepwear and Loungewear

Sleepwear and loungewear may be tried on carefully over appropriate undergarments solely to assess size and fit.

For a commercial return, the product must generally:

• Not have been slept in

• Not have been washed

• Not have been worn for an extended period

• Remain free from stains, odours, cosmetics, and body-care products

• Include all original tags and packaging

Where a sealed product is unsuitable for return for health-protection or hygiene reasons, breaking the applicable seal may affect cancellation or return eligibility where permitted by law.

11. Accessories and Bags

For a commercial return, bags and fashion accessories must generally:

• Be unused and unaltered

• Show no signs of outdoor use or extended handling

• Be free from stains, odours, scratches, moisture, and customer-caused damage

• Include all original straps, inserts, pouches, fasteners, accessories, and components

• Include original tags and packaging where applicable

Protective coverings should not be removed unless removal is reasonably necessary to inspect the product.

12. Home and Lifestyle Products

For a commercial return, home and lifestyle products must generally:

• Be unused and uninstalled

• Remain in their original condition

• Include all components, instructions, fixings, and accessories

• Be free from stains, odours, damage, and signs of use

• Be returned with original packaging where reasonably possible

Products that have been assembled, installed, washed, used, modified, or damaged after delivery may not qualify under our additional commercial return policy.

This does not affect remedies for products that were faulty or incorrectly supplied.

13. Sets and Multi-Piece Products

Products supplied as a set must generally be returned as a complete set.

All pieces, accessories, packaging, and included items must be returned together.

A partial commercial return of a set may be refused unless we agree otherwise.

Where a missing component results from our fulfilment error, contact us so that the matter can be reviewed.

14. How to Request a Return

To request a cancellation, commercial return, exchange, or faulty-goods remedy, contact:

Email: info@hillhousehomeh.shop

Please provide:

• Your full name

• Your order number

• The email address used during checkout

• The product and quantity involved

• Whether the request concerns cancellation, change of mind, exchange, damage, fault, or an incorrect product

• The reason for the request, where applicable

• Photographs or videos where the product is damaged, faulty, incomplete, or incorrect

A reason is not required when exercising a valid statutory cancellation right.

After reviewing your request, we will provide the applicable return instructions and authorised return destination.

15. Return Authorisation

Please obtain return authorisation before sending goods.

Return authorisation allows us to:

• Identify the correct order

• Confirm the applicable return procedure

• Provide the correct return destination

• Explain packaging requirements

• Track the return

• Process the request efficiently

Return authorisation does not remove or reduce a valid statutory right.

Goods sent to an unauthorised address may be delayed, misdirected, refused, or returned to the sender.

The address printed on the original shipping parcel may belong to a carrier, supplier, warehouse, or logistics provider and may not be able to process returns.

16. Change-of-Mind Return Shipping Costs

For a statutory cancellation or commercial return resulting from a change of mind, the customer is generally responsible for the direct cost of returning the goods unless:

• We agree to cover the cost;

• We provide a prepaid return label;

• The goods are faulty, damaged before delivery, incomplete, misdescribed, or incorrectly supplied;

• We failed to provide legally required information concerning return costs; or

• Applicable law requires us to bear the cost.

Return postage purchased without prior approval will not ordinarily be reimbursed for a change-of-mind return.

17. Return Costs for Faulty or Incorrect Goods

Where goods are verified as faulty, damaged before delivery, materially misdescribed, incomplete, or incorrectly supplied, hillhousehomeh.shop will bear reasonable return costs where required by law.

Depending on the circumstances, we may provide:

• A prepaid return label

• Carrier collection

• Reimbursement of reasonable authorised postage

• Another appropriate return arrangement

Do not purchase expensive, expedited, insured, or special return services without our prior written approval.

18. Recommended Return Method

Customers should use an appropriate trackable return service.

Please retain:

• The return tracking number

• Proof of postage

• The shipping receipt

• Photographs of the product before packing

• Photographs of the sealed return parcel

For customer-arranged returns, responsibility for the parcel generally remains with the customer until it reaches the authorised return destination.

This does not apply where the return method is arranged and controlled by us or where applicable law provides otherwise.

19. Return Packaging

Returned goods must be packaged with reasonable care to prevent avoidable damage.

Where reasonably possible, use:

• The original protective materials

• The original product box

• A separate outer shipping container

• Suitable internal padding

• Secure external packaging

Do not place postage labels or tape directly on retail packaging unless instructed.

A customer may be responsible for an avoidable reduction in value caused by inadequate packaging or handling beyond what was reasonably necessary to inspect the goods.

20. Statutory Cancellation Refunds

Where a valid statutory cancellation applies, the refund will generally include:

• The amount paid for the cancelled goods

• The cost of the least expensive standard delivery service offered for the order

If free standard shipping applied to the order, no separate standard outbound delivery charge will ordinarily have been paid.

If the customer selected a paid premium or expedited delivery service, the additional amount above the standard delivery cost will not ordinarily be refunded.

We may withhold the refund until:

• We receive the returned goods; or

• The customer provides evidence that the goods were sent back,

whichever occurs first.

The refund will generally be issued within 14 calendar days after the applicable condition is satisfied.

21. Commercial Return Refunds

For an eligible return under our additional commercial policy, we generally:

• Inspect the returned product within 5 business days after receipt

• Notify the customer whether the return has been approved

• Process an approved refund within 10 business days after inspection

The refund will generally equal the amount actually paid for the eligible product after discounts and promotional adjustments.

Customer-funded return shipping and optional delivery upgrades are not ordinarily refundable for commercial change-of-mind returns.

Statutory refunds will not be delayed beyond the period permitted by law.

22. Refund Method

Approved refunds will generally be issued using the original payment method.

Refunds cannot ordinarily be sent to:

• A different payment card

• A different bank account

• Another customer

• An unrelated digital wallet

• Another payment method

Where the original payment method is no longer available, any alternative arrangement will depend on payment-provider capabilities, identity verification, and applicable law.

We will not substitute store credit for a legally required monetary refund without the customer’s agreement.

23. Payment-Provider Processing Time

After we issue a refund, the customer’s bank, card issuer, digital-wallet provider, or payment service may require additional time to post the funds.

This external processing period is controlled by the relevant financial institution.

Customers who receive refund confirmation but cannot locate the funds should:

1. Check the original payment account.

2. Contact the bank or payment provider.

3. Allow the processing period stated by that provider.

4. Contact info@hillhousehomeh.shop if further assistance is required.

24. Deductions for Reduced Value

For a statutory cancellation return, we may make a lawful deduction where the value of the goods has been reduced by handling beyond what was reasonably necessary to establish their nature, characteristics, and functionality.

A deduction may reflect:

• Visible wear

• Outdoor or extended use

• Washing or cleaning

• Customer-caused damage

• Missing parts or accessories

• Alteration

• Stains, odours, or contamination

• Unnecessary damage to product packaging

• Another measurable reduction in value

Any deduction will be reasonably related to the actual reduction in value.

No deduction will be made solely because the customer reasonably inspected the product.

25. No Standard Restocking Fee

hillhousehomeh.shop does not charge a standard restocking fee for:

• A valid statutory cancellation return

• A qualifying faulty-goods return

• An eligible commercial return that complies with this policy

This does not prevent a lawful deduction for reduced value, missing components, customer-caused damage, or another loss permitted by law.

26. Faulty, Misdescribed, or Unsatisfactory Goods

Products supplied through hillhousehomeh.shop must comply with applicable consumer law.

Customers may have legal remedies where goods are:

• Faulty

• Not of satisfactory quality

• Not fit for their intended or stated purpose

• Not as described

• Incorrectly supplied

• Improperly installed where installation formed part of the contract

These rights apply independently of the statutory cancellation period and our commercial return policy.

27. Short-Term Right to Reject Faulty Goods

Where applicable, consumers may have a short-term right to reject goods that fail to conform to the contract within:

30 days after delivery or transfer of ownership.

Where the short-term right to reject validly applies, the customer may be entitled to a refund.

The 30-day period may be paused where the customer agrees to a repair or replacement.

Different reasonable periods may apply to goods with a naturally shorter expected lifespan.

28. Repair or Replacement

After the short-term right to reject has expired, or where the customer chooses not to reject the goods, the customer may be entitled to request:

• A repair; or

• A replacement.

A selected remedy may be refused where it is impossible or disproportionate compared with the alternative remedy.

Any repair or replacement required by law will be provided within a reasonable time and without significant inconvenience to the customer.

29. Price Reduction or Final Right to Reject

Where a repair or replacement:

• Is impossible;

• Is unsuccessful;

• Is not completed within a reasonable time; or

• Causes significant inconvenience,

the customer may be entitled to:

• An appropriate price reduction; or

• A final right to reject the goods and receive a refund.

Any deduction for use will be applied only where legally permitted.

30. Reporting Damaged, Faulty, or Incorrect Goods

Contact info@hillhousehomeh.shop promptly if a product arrives:

• Damaged

• Faulty

• Incomplete

• In the wrong size, colour, style, or quantity

• Different from the product ordered

• Missing an included accessory or component

Please provide, where reasonably available:

• Your full name

• Your order number

• A description of the problem

• Photographs of the complete product

• Photographs of the affected area

• Photographs of the product packaging

• Photographs of the outer shipping parcel

• Photographs of the shipping label

• Product labels, size markings, or identifying codes

These details help us assess the issue efficiently but do not remove a valid legal right where evidence can be provided through another reasonable method.

31. Preserving Damaged Goods and Packaging

Please retain the affected product and available packaging while the matter is being reviewed.

Unless necessary for safety, do not:

• Continue using the product

• Wear the product outdoors or for an extended period

• Wash or clean the product

• Attempt a repair

• Alter the product

• Dispose of the product

• Discard relevant packaging

• Remove identifying labels

If a product may be unsafe, stop using it immediately and contact us.

32. Customer-Caused Damage

A product is not considered faulty solely because damage results from:

• Normal wear and tear

• Accidental damage after delivery

• Misuse

• Neglect

• Incorrect cleaning

• Improper storage

• Failure to follow care instructions

• Unauthorised modification

• Unauthorised repair

• Use for an unintended purpose

• External damage occurring after delivery

This section does not apply where the alleged customer damage was caused or materially contributed to by an existing fault.

33. Exchanges

Eligible products may be exchanged within the 30-day commercial return period, subject to availability and the conditions in this policy.

To request an exchange, contact:

Email: info@hillhousehomeh.shop

Please identify:

• Your order number

• The original product

• The requested size, colour, style, or replacement product

• The reason for the exchange

An exchange is not reserved or guaranteed until the returned product has been received and inspected.

If the requested replacement is unavailable, we may offer:

• A refund

• Another available product

• Store credit with the customer’s express agreement

For a change-of-mind exchange, the customer may be responsible for:

• Return shipping

• Any price difference

• Replacement delivery costs where clearly disclosed and legally permitted

Where an exchange is required because we supplied faulty or incorrect goods, no additional standard delivery charge will be imposed.

34. Sale and Discounted Products

Sale and discounted products retain the same statutory rights as full-price products.

A discount does not remove remedies where goods are:

• Faulty

• Not of satisfactory quality

• Not fit for purpose

• Not as described

• Incorrectly supplied

Sale products may also be returned under our 30-day commercial policy if they satisfy the applicable conditions, unless clearly identified as final sale and the restriction is legally permitted.

35. Final-Sale Products

Products clearly identified as “Final Sale” before purchase may be excluded from our additional commercial change-of-mind policy.

A final-sale designation does not remove:

• A valid statutory cancellation right where no legal exception applies

• Rights concerning faulty goods

• Rights where goods are not as described

• Rights concerning incorrectly supplied goods

• Other mandatory consumer remedies

A discount alone does not automatically make a product final sale.

36. Personalised and Customised Products

Personalised, made-to-order, embroidered, engraved, monogrammed, or customised products are generally excluded from statutory change-of-mind cancellation and our additional commercial return policy.

This exclusion does not apply where the product is:

• Faulty

• Damaged before delivery

• Not as described

• Incorrectly personalised

• Different from the customer’s confirmed instructions

Customised orders may not be changed or cancelled after production or personalisation has started.

37. Hygiene-Sensitive Products

Sealed goods that are unsuitable for return for health-protection or hygiene reasons may become non-returnable after the seal has been broken.

Where applicable, this may include certain:

• Intimate apparel

• Personal-care products

• Pierced jewellery

• Hygiene-sensitive accessories

• Sealed products intended for direct contact with the body

This exception applies only where the nature of the product and the broken seal justify it under applicable law.

Faulty-goods rights remain unaffected.

38. Gift Cards

Gift cards are generally non-returnable and cannot be exchanged for cash unless required by law.

Where an eligible purchase paid with a gift card is refunded, the applicable amount may be returned to the original gift card or another method permitted by the payment system and applicable law.

39. Promotional Gifts and Bundles

Where products were supplied as a bundle, the complete bundle may need to be returned to receive a full commercial refund.

Complimentary or promotional products may also need to be returned where the qualifying purchase is cancelled or returned.

Where clearly disclosed and legally permitted, the reasonable value of an unreturned promotional product may be deducted from a commercial refund.

Promotional gifts do not ordinarily have a separate cash value.

40. Return Inspection

After an authorised return is received, we may inspect:

• The product’s condition

• Whether the correct product was returned

• Signs of use or wear

• Whether all components are present

• Whether damage occurred after delivery

• Whether handling exceeded reasonable inspection

• Whether the product qualifies under the applicable return route

We generally complete commercial return inspections within 5 business days.

Statutory refunds will not be delayed beyond the period permitted by law.

41. Rejected Commercial Returns

A return under our additional commercial policy may be rejected if:

• The request was submitted after the 30-day period

• The product was materially used or worn

• The product was washed, altered, repaired, or damaged after delivery

• Essential tags, accessories, or components are missing

• The returned product does not match the original order

• The product is excluded from commercial returns

• The return was sent contrary to reasonable instructions

• The return otherwise fails to satisfy the commercial conditions

Rejecting a commercial return does not remove a valid statutory cancellation or faulty-goods right.

If a commercial return is rejected, we will explain the reason by email and provide the available options.

42. Order Cancellations Before Dispatch

To request cancellation before dispatch, contact:

Email: info@hillhousehomeh.shop

Please contact us as soon as possible after placing the order.

We will make reasonable efforts to stop the order, but cancellation may not be operationally possible after it has entered:

• Payment verification

• Processing

• Product preparation

• Customisation

• Fulfilment

• Packaging

• Dispatch

An inability to stop dispatch does not remove a statutory cancellation right that otherwise applies after the contract is formed.

43. Refused or Undeliverable Parcels

Customers are responsible for providing a complete and accurate delivery address and following reasonable carrier instructions.

If a parcel is returned because of:

• An incorrect or incomplete address

• Failure to collect the parcel

• Failure to respond to carrier notices

• Refusal of delivery

• Failure to complete required customs procedures

• Refusal to pay properly disclosed import charges

we will review the order and contact the customer regarding the available options.

Reasonable and actual return or reshipping costs may be charged or deducted only where clearly permitted by the contract and applicable law.

44. Parcels Marked as Delivered

If tracking shows that a parcel was delivered but it cannot be located, customers should:

1. Check the usual delivery location and any designated safe place.

2. Check entrances, porches, sheds, garages, and side doors.

3. Ask household members or neighbours.

4. Check with reception, building management, or a concierge.

5. Review any carrier photograph or delivery notice.

6. Contact the carrier using the tracking number.

7. Contact info@hillhousehomeh.shop with the order details.

We will review the available information and provide reasonable assistance.

A carrier’s delivery confirmation may be relevant evidence, but it does not prevent a customer from providing evidence that the goods were not received.

45. Lost Parcels

A parcel may be treated as lost after the carrier confirms that it cannot be located or completes its investigation.

Where goods are lost before lawful delivery to the customer or a nominated recipient, we will provide an appropriate remedy in accordance with applicable law.

This may include:

• A replacement

• A refund

• Another solution agreed with the customer

Contact info@hillhousehomeh.shop if tracking has not updated for an extended period.

46. Chargebacks and Payment Disputes

Customers are encouraged to contact info@hillhousehomeh.shop before initiating a chargeback or payment dispute.

Many order, delivery, return, or refund concerns can be resolved directly.

A payment dispute does not automatically replace the applicable return procedure.

We may provide relevant transaction, shipping, delivery, return, and communication records to the payment provider when responding to a dispute.

Nothing in this section restricts lawful rights under applicable payment-services, consumer-credit, or consumer-protection law.

47. Return and Refund Abuse

We may investigate suspected:

• Product substitution

• Return of a different product

• False damage claims

• False non-delivery claims

• Duplicate refund requests

• Manipulated photographs or documents

• Payment fraud

• Chargeback abuse

• Other deceptive conduct

Where legally appropriate, we may reject an unsupported claim, restrict an account, preserve relevant records, or report suspected unlawful activity.

Any decision will be based on the available evidence and applicable law.

48. Complaints

If you are dissatisfied with a return, refund, repair, replacement, or exchange decision, contact:

Email: info@hillhousehomeh.shop

Please include:

• Your full name

• Your order number

• The original request

• The response received

• The reason you disagree

• The resolution you are seeking

• Any additional supporting information

We will review the complaint fairly and aim to provide a response within a reasonable period.

49. Consumer Rights

Nothing in this policy excludes, restricts, or modifies any mandatory right available under applicable UK consumer law.

In particular, this policy does not remove rights relating to goods that are:

• Faulty

• Not of satisfactory quality

• Not fit for purpose

• Not as described

• Incorrectly supplied

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

50. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in:

• Products

• Return procedures

• Business practices

• Shopify functionality

• Payment arrangements

• Fulfilment arrangements

• Applicable legal requirements

• Regulatory guidance

The revised policy will be published on hillhousehomeh.shop with an updated effective date.

The policy in effect when an order is placed will generally apply to that order unless mandatory law requires otherwise.

51. Contact Information

For cancellations, returns, exchanges, faulty-product claims, refund enquiries, or complaints, contact:

Store: hillhousehomeh.shop
Email: info@hillhousehomeh.shop

Customer enquiries are generally answered within 1–2 business days.