Refund policy

Design & Hyde Returns & Exchanges Policy

At Design & Hyde, we pride ourselves on creating unique, handmade pieces crafted with the finest materials. To ensure customer satisfaction while maintaining fairness and compliance with UK and EU laws, we have developed the following returns and exchanges policy:

Eligibility for Returns
• Items eligible for return must:
• Have a manufacturing defect.
• Have been damaged during transit (proof required).
• Items that are custom-made, personalized, or created to order are non-returnable, except in cases of defects or damage.

Time Frame
• Returns must be initiated within 14 calendar days of delivery, as per UK and EU Consumer Rights laws.
• Exchanges for eligible items can also be requested within this 14-day period.

Condition of Items
• All returned items must be:
• In their original, unused condition.
• Free from signs of use, damage, or alterations.
• Packaged securely in the original packaging (if possible) to avoid further damage during transit.

Proof of Purchase
• A valid proof of purchase is required for all returns and exchanges. Acceptable proof includes:
• Order confirmation email.
• Original receipt.
• Online order ID.

Return Process
1. Contact Us:
Email us at heyharley.shop@gmail.com to notify us of your return/exchange request.
2. Approval:
Our team will review your request and provide a return authorization if eligible.
3. Packaging & Shipping:
• Securely package the item, including all original documentation and accessories.
• Include your return authorization details in the package.
4. Shipping:
• Ship the item to the return address provided in our communication.

Shipping Costs
• For defective or damaged items:
• Design & Hyde will cover return shipping costs. We will provide a pre-paid return label or refund reasonable shipping expenses upon receipt.
• For all other reasons (e.g., change of mind):
• Customers are responsible for return shipping costs.

Refunds or Exchanges
• Refunds:
• Refunds are processed within 14 days of receiving the returned item, subject to inspection and approval.
• Refunds will be issued to the original payment method.
• Exchanges:
• Exchanges are processed once the returned item is received and approved.
• If the desired exchange item is unavailable, we will issue store credit or offer a refund.

Custom Orders
• Custom, bespoke, or personalized items are non-returnable unless they arrive defective or damaged.
• Any issues with custom orders must be reported within 48 hours of delivery.

Contact Information

For all returns, exchanges, or inquiries, please contact our customer service team:
• Email: heyharley.shop@gmail.com

Additional Notes
• This policy does not affect your statutory rights under UK and EU law.
• We recommend insuring your return shipment, as Design & Hyde is not responsible for items lost in transit.
• For international orders, customs fees or duties incurred on returns are the customer’s responsibility.

Thank you for choosing Design & Hyde for your luxurious, handmade home décor. We are committed to ensuring your satisfaction with every purchase!

Harley@Design&Hyde
www.designandhyde.co.uk