THE HIDEAWAY
(TRADING AS THE HIDEAWAY (COMRIE) LTD)
RETURNS POLICY
This policy
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return or about the contents of this policy, you can contact us using the contact details below:
Telephone
01764 436551
info@thehideawaycomrie.co.uk
If you are not happy with how we deal with your return, please feel free to raise a complaint. Please take a look at our complaints policy for more details, which can be found INSIDE BY THE PAYMENT DESK.
IF YOU CHANGE YOUR MIND
This section sets our policy regarding 'change-of-mind' returns. Please take a look at the section below about faulty items.
Online purchases
Before dispatch
If you change your mind after you place an online order, you will have 15 minutes after placing your order to cancel it. You can do this by:
Go to the ‘My Orders’ section of the website: www.thehideaway.co.uk/myorders. Select the relevant order, then click cancel.
If you don't mind, we won't charge you after you have cancelled your order. A refund will be sent to your original payment method, which has already been processed.
After dispatch
If you change your mind and want to return an item you bought online, you should notify us within 14 calendar days of receiving the item.
Returns by post
You can return your item post by following the steps below:
1. You should notify us that you intend to return your item within 14 calendar days by:
Follow the returns policy via the website: https://thehideawaycomrie.co.uk/products/pages/ret...
2. Once you have let us know of your return, you will receive an acknowledgement and instructions on returning your item. Returns should be made via RETURN IN STORE OR POSTAGE OF YOUR CHOICE.
3. You must cover the postage and shipping costs of your return. You should purchase a shipping label from the above courier.
4. Please make sure that your item is returned to us within 7 calendar days of us acknowledging your return request.
5. We will conduct a quality check in-store to ensure the item is in sale condition.
Returns to our store.
If you change your mind and would like to return an item, you can also bring it to our store within 14 calendar days of receiving the item. The item must be unused and in its original packaging. You must provide us with proof of your purchase, usually your order number and confirmation email. We will conduct a quality check in-store to ensure the item is still in sale condition.
Processing your return
If the quality check results are good, we will refund you using your original payment method. If you return the item by post, your refund will be sent to your original payment method within 5 calendar days. If you return the item in-store, we will go ahead and arrange a refund using your original payment method while you are in the store.
If you paid for the item by using a gift card or voucher, you will be credited with that amount on your gift voucher.
In-store purchases
If you change your mind and want to return an item you bought in-store, follow the steps in this section.
How to return
If you change your mind and want to return an item, you can bring it to our store within 28 calendar days of your purchase. The item must be unused and in its original packaging. You must provide us with proof of your purchase, usually your receipt. We will conduct a quality check in-store to ensure the item is in sale condition.
Processing your return
Subject to the outcome of the quality check, we will reimburse you through store credit, which you shall be entitled to use against any in-store product. If you paid for the item by using a gift card or voucher, you will be credited with that amount on your gift voucher.
This section does not affect your statutory rights. Please refer to the section below if your item is faulty or unsatisfactory.
IF YOUR ITEM IS FAULTY
Returning a faulty item
The goods that you receive from us must be:
- of a satisfactory quality;
- fit for purpose; and
- match any description, sample or model by reference to which they were sold.
How to return
We really hope that you will not need to return a faulty item to us. If you need to do so, follow the instructions in this section.
If you return a faulty item within 30 calendar days of purchasing your goods, you can request a full refund from us.
If you return a faulty item after this period, you may request a repair or replacement from us in the first instance. If you are still unhappy after a repair or replacement, you may be entitled to all or some of your money back, per your consumer rights.
Returns by post
You can return a faulty item to us by post. You can notify us of the fault by:
Follow the returns policy via the website: https://thehideawaycomrie.co.uk/products/pages/ret...
Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us. We will cover the postage and shipping costs of your return. We will send you a shipping label for RETURN IN STORE OR POSTAGE OF YOUR CHOICE.
The courier usually specifies that the label should be used within a fixed period. You will be provided with instructions about this with the shipping label.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome. If you are entitled to a refund, this be sent to your original payment method within 5 calendar days following the outcome of the quality check.
If you are entitled to a repair, replacement, or re-installation, we will usually arrange this within 28 calendar days following the outcome of the quality check.
Returns to our store.
You can return a faulty item to us at our store. Please make sure you bring your proof of purchase with you. We will conduct an assessment of the problem and a quality check.
If you are entitled to a refund, this be sent to your original payment method within 5 calendar days following the outcome of the quality check.
If you are entitled to a repair, replacement, or re-installation, we will usually arrange this within 28 calendar days following the outcome of the quality check.
The rights in this section exist separately from any warranty you may also have. Please get in touch with us if you would like to discuss any applicable warranty.
