Returns and Exchanges
Not happy with your order? You've got 14 days to send it back.
14-Day Statutory Cancellation Right
Under the Consumer Contracts Regulations 2013, you can cancel within 14 days of receiving your order, no reason needed. Email us at [email protected] with your name, order number, and address to request a cancellation.
We will refund your payment (including the cost of standard delivery) within 14 days of receiving the returned goods. If you chose express or next-day delivery, we will refund the cost of standard delivery only. You are responsible for the cost of returning the item unless it is faulty or not as described. Refunds go back to your original payment method.
This right does not apply to:
- Sealed hygiene items that have been opened (e.g., hair care products)
- Custom or personalised items
Our Commercial Return Policy
Eligibility
You can return an item if it meets the following conditions:
- Returned within 14 days of delivery
- Unworn, unused, and in original condition
- In original packaging with all tags attached
- Accompanied by proof of purchase (order number or receipt)
Non-Returnable Items
For hygiene and safety, these items can't be returned:
- Hair care products that have been opened or used
- Items marked as "Final Sale" or "Non-Returnable"
- Customised or personalised items
- Items damaged due to customer misuse
How to Return an Item
- Contact Us: Email [email protected] with your order number and reason for return
- Receive Instructions: We'll send you a return authorisation and shipping instructions
- Pack Your Item: Securely pack the item in its original packaging
- Ship It Back: Send the item using a tracked shipping service
- Receive Refund: Once we receive and inspect the item, we'll process your refund
Refunds
| Stage | Timeframe |
|---|---|
| Return received and inspected | 1-3 business days |
| Refund processed | Within 5 business days of inspection |
| Refund appears in your account | 3-10 business days (depends on your bank) |
We refund to the original payment method. If you are exercising your statutory cancellation right, we will refund the cost of standard delivery. If you chose a premium delivery option, the difference is non-refundable. For returns outside the statutory right (e.g. change of mind after 14 days under our commercial policy), original shipping costs are non-refundable unless the return is due to our error or a defective product.
Exchanges
We recommend returning the original item for a refund and placing a new order for the desired item. That way you get the new item faster and don't risk it going out of stock.
Issues With Your Order
Received something damaged, defective, or wrong? Please let us know as soon as possible (ideally within 48 hours of delivery) at [email protected] with your order number and photos of the item and packaging. Your statutory rights under the Consumer Rights Act 2015 are not affected by this timeframe.
We will arrange a free return and either send a replacement or issue a full refund (including original shipping costs).
Return Shipping Costs
| Reason for Return | Who Pays? |
|---|---|
| Changed your mind | Customer |
| Item doesn't fit/match expectations | Customer |
| Damaged or defective item | Hytee Hairven |
| Wrong item received | Hytee Hairven |
Model Cancellation Form
If you wish to cancel your order under the Consumer Contracts Regulations 2013, you can use this form. Complete it and email it to [email protected].
To: Hytee Hairven, [email protected]
I hereby give notice that I cancel my contract of sale of the following goods:
[Description of item(s)]
Ordered on [date] / received on [date]
Order number: [your order number]
Name: [your name]
Address: [your address]
Date: [today's date]
Your Consumer Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015. For more information, visit Citizens Advice.