Refund policy

change of mind policy - 14 Days

We have a 14-day change of mind policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be collected from you in the same condition that you received it, unworn or unused, and in its original packaging.

All change of mind returns will be subject to a 25% restocking fee which covers the cost of the item being sent to you, collected fro you and then being inspected and re boxed as new again.

Remember we offer colour samples to allow you to see a colour before you buy - so utilise this if you need clarification on a colour.

To start a return, you can contact us at sales@theheatison.uk. Please note that returns will be collected from you - so you don't need to send these back. 

If your return is accepted, we’ll arrange to send a courier to collect the items. Please do not return items to our office address. Also items sent back to us without first initiating return will not be accepted. 

Please ensure you are at home on the day the collection is booked. Repeated failed collections will be chargeable.

You can always contact us for any return question at sales@theheatison.uk. 

 

cosmetic damage policy - 2 working days from receipt to report this

Please inspect your order upon reception. You have strictly 2 working days fro receipt to report any damage back to us. Outside of this we cannot accept damage claims - so please follow our clear guidelines here - so we are able to help you in the event the courier damages an item on its way to you. Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable items
Made to order items cannot be returned as change of mind as these have been custom made for you. Stock items can be returned as change of mind. Stock or Made to Order items are clearly listed on the product pages for you.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 working business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@theheatison.uk.