Returns & Refunds Policy

We hope that you will be delighted with your order.

However, we understand that sometimes plans change, or things go awry.

 If for any reason you would like to return your items, simply contact us within 7 working days of receipt, to arrange their return.

 

For instructions on how to return items please contact us via email at hello@teamhen.co.uk or call us on 0333 3442191.

DELAYS

We will make every effort to deliver goods within the estimated time scales; however delays are occasionally inevitable due to unforeseen factors. We are under no liability for delay or failure to deliver the products within estimated time scales. Please order in plenty of time. Delivery upgrades are available.

MISSING ITEMS

In the unusual event of your order not arriving, we will of course offer a full refund. Your order will be deemed lost in transit after 15 working days have passed (25 days for rest of the world). If your order arrives within this time, you are required to return it before a refund will be processed.

POSTAGE

Return postage will only be refunded in the case of damaged, or faulty items. Please include the receipt for the return delivery charge within the package or scan and email us a copy to hello@teamhen.co.uk.

CONDITION

Please note we can only accept the return of items in an unused and saleable condition, exactly how they were received. Unless the items are being returned due to damage, fault or receipt of items not ordered.

Exchanges

If you would like to exchange your products for something else, please contact us to arrange. 

New items will only be sent out once the original item has been received back.

We will cover the postage cost of one exchange, but not subsequent exchanges. 

Returns

If you are not happy with your order, or it has arrived after your event, you may return the items to us for refund, providing you do so within 14 days of receiving the items.

We require receipt of the returned items before we will process a refund. 

Please get proof of postage when you return your item, as we are in no way responsible for items not arriving back with us.

We do not cover return postage costs unless the items is faulty, damaged or not ordered.

Refunds

Refunds will only be processed when one of these conditions is met:

a) The item has been returned to us and received in a saleable condition.

b) a damaged or faulty item has been returned to us and received.

c) a missing item has not arrived with you, the customer, and 15 working days have passed.

d) a next day delivery order has not arrived on the specified day (when ordered by 11am)

Please note – we do not refund orders that have not arrived by a specific date if you did not upgrade your order to a guaranteed method.

Always order in plenty of time. 

Damaged/Faulty Goods

We will require any damaged or faulty goods back  in order to process a refund. 

Please take pictures of any damage and email these to us, we can then notify you of next steps.

This returns policy does not affect your statutory rights.

Any refunds will be made within 15 days from notification to us and in accordance to our terms and conditions.

Our returns address is:

TEAM HEN LTD

20 DUNCAN GROVE

MILTON KEYNES

MK5 6HL