Refund Policy

Change of Mind

If you are not happy with your purchase, you have 14 days from receipt of the goods to initiate a return if you have changed your mind. The goods must then be returned to us within 14 days of that. You will be responsible for the cost of the return and will remain responsible for the returned goods until they reach us.

To be eligible for a return, your item must be in the same condition that you received it, unused, unassembled (partly or fully), with tags, and in its original packaging; in a fully re-saleable condition.  

We cannot accept returns in these cases:

• Products where the original packaging has been opened beyond what is necessary for reasonable inspection;

• Products that have been used beyond the scope of simple inspection, such as by assembling or installing the product or its parts;

• Products that are customised for you or made to order are strictly non-refundable unless damaged/faulty.

To start a return contact us at returns@hemmet.co.uk. If your return is accepted, we’ll send you a returns slip and we will arrange for collection of the item by our courier, who will advise you of a proposed collection date. Items sent back to us without first requesting a return will not be accepted. It is advisable to take photographs of the packaged goods before sending them.

You can always contact us for any return questions at returns@hemmet.co.uk.  

Unfortunately, we cannot accept returns on sale items or gift cards.

A collection charge of £150.00 will apply to all furniture returns.

Faulty or Damaged Items

Please inspect your order thoroughly upon receipt. Damaged or faulty goods must be reported within 24 hours of delivery to enable us to rectify the situation. We may be able to send a technician to attempt to fix the fault, and if we can’t we can replace the item or offer a refund. 

We cannot accept responsibility for damage reported after this time, regardless of whether the item has been used.  

Failure to report within 24 hours will make you liable for return costs, and replacements will be charged at the full price. 

Keep the item safe and in its original packaging, and take multiple photos to evidence the fault (very important!) We require:

• Photographic evidence of the product received, highlighting any defects, damage, or discrepancies.

• Images of the product packaging, illustrating both the internal packing method and any external damage to the box or wrapping.

• Clear photographs of all labels affixed to the packaging, including both brand/manufacturer labels and shipping/courier labels.

• Photographs of any labels or stickers present on the product itself.

Our customer care team are on hand to give guidance on this.

Cancelling an Order

Orders may be cancelled at any time before delivery. A full refund will be issued for orders that have not yet been dispatched. For dispatched orders, the original delivery charge is non-refundable, and you will be responsible for the cost of return postage.

Refunds

We will notify you once we’ve received and inspected your return request and let you know if the refund was approved or not.* If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@hemmet.co.uk.

If the returned item is not in fully resalable condition, to cover any damage to the product, packaging we reserve the right to refuse a refund or to deduct up to 50% of the original purchase price from the refund amount. 

If the returned item was faulty and found as such we will cover the cost of returning the item. All other returns, including a change of mind, will be subject to a delivery charge of up to £150 depending on the item.

Warranty

Our products are covered by a 6-month manufacturing warranty from the date of delivery, in accordance with the Consumer Rights Act 2015. This warranty excludes normal wear and tear and accidental damage, covering only manufacturing defects. Claims made after 6 months, or within 6 months for wear and tear or accidental damage, will not be accepted.

This returns policy does not apply to contract sales where goods are purchased for commercial purposes. Returns are only accepted for products with demonstrable defects. Our products are designed and warrantied exclusively for domestic use. Any non-domestic application will invalidate the warranty.

By agreeing to our Terms & Conditions, you are also agreeing to our Returns Policy.

*Please note, in the case of more complex claims or national holidays and shutdowns additional  time may be required to investigate the claim.