Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

To start a return, please contact us at shop@hanwellquality.com

Please note that returns will need to be sent to the following address:

Hanwell Quality Ltd
Unit 2, Hinckley Business Centre
Burbage Road
Hinckley, Burbage, Leicestershire
LE10 2TP
United Kingdom

Please note that courier and postage charges for returns are the responsibility of the customer.

How to return

Steps are easy to follow:

  1. Start your return by emailing us with your order number and the reason for the return.

  2. Securely pack the item(s) in a box or envelope of your choice. Please write your order number on the outside of the package.

  3. Send your return package using a trackable carrier or service.

  4. Once we receive your package, we’ll promptly process your return.

Optional prepaid Royal Mail return label (£ 6.99)

We can optionally provide a prepaid Royal Mail return label.
To use this service, please contact us in advance at shop@hanwellquality.com
The cost of the label is £ 6.99

This is a paid, additional service designed to make the return process easier and does not replace your statutory consumer rights.

  • One return label is required for each individual product.

  • The label will be sent to the email address provided at checkout – please ensure that it is correct.

  • Once you receive the label, you must take the parcel to your local Royal Mail drop-off point to complete the return.

Refunds

Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any questions about returns at shop@hanwellquality.com

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and put it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as:

  • perishable goods (for example, food, flowers, or plants)

  • custom products (such as special orders or personalised items)

  • personal care goods (such as beauty products)

  • hazardous materials, flammable liquids, or gases

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union – 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it – unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refund processing

We will notify you once we’ve received and inspected your return and let you know if the refund has been approved or not.
If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at shop@hanwellquality.com