We want you and your little ones to be happy with your purchase. If you’re not and would like to return or exchange an item, or have found an item missing or faulty or damaged on delivery, please contact us in the first instance. We ask that any damaged or missing items be brought to our attention within 48 hours of delivery.
You may contact us by phone, email or post using the following information:
The Hay Experts
PO box 7338
Telephone: 01189 099 066
You are entitled to a full refund or exchange if you request one in writing within 7 working days of delivery. We will refund once the goods are returned to us in resalable condition. This refund excludes the cost of returning the item to us. Please note, this refund policy excludes medicines, part used, bespoke items (customised or those brought in just for you), products damaged through use or not in their original packaging. We cannot be held liable for items which get lost/damaged in the post, so we advise you wrap appropriately and securely and return by registered mail to ensure this does not happen. If the item is large and bulky, we may suggest a more appropriate method of return, but again the cost of this will be covered by you.
If an item is found to be missing from your order, please contact us using the details above. Once the error has been verified, we will offer to send or refund the missing item as you prefer.
If an item is found to be faulty or damaged during delivery, we may need a sample, batch number, photo, or the item returned to us. We will confirm what is required when you contact us in the first instance. The cost of return will be refunded to you once an investigation has confirmed the fault. We will then offer a refund (including the cost of return), a replacement or alternative item as you prefer. We aim to complete any investigation within 14 days (usually much sooner!), though this may be a little longer if it involves a third-party investigation.
If you would like to amend or add to your order, and we have not yet shipped it, please contact us and we will do all we can to help.
You may also cancel your order at any time; if you need to cancel for whatever reason, please contact us as soon as possible. If we have already dispatched the order and you still wish to cancel, we will refund the full order minus the original delivery fee and the cost of return once the order is back with us. We will advise the most appropriate method of return should the need arise.
Please ensure you include your name, address, telephone number, email and order number when you return anything to us, and your name, address and order number in any correspondence with us.
Be assured we are here to help, and strive for happy customers – two or four legged – so do get in touch if you have a problem.