Widerrufsrecht

RETURNS, REFUNDS AND EXCHANGES:

- We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

- If an item is made to measure, customised (this includes specific lining choices on bags) or personalised we can not offer a refund. Items that are custom made for you (for example: items with customised webbing/multiple selected colours/made to measure/personalised etc) are non-refundable or able to be exchanged.

- It is the responsibility of the customer to ensure they provide accurate measurements/information on orders. We cannot issue an exchange or refund on a product made to the incorrect measurements provided by a customer.

- Items sold in person are sold as seen. We do not accept returns or exchanges on items sold in person unless faulty or damaged on sale. All sale items are non-refundable. Unfortunately, we cannot accept returns on reduced priced items or gift cards.

- Store items bought as seen/tried on/left being worn are not eligible for a return. An exchange may be accepted with another item in store however items must be unused, with original tags and in a resell-able condition in order for an exchange to be accepted. We will not accept an exchange for a made to measure item in store.

- We do not refund or replace for general wear and tear of a product, only genuine faults will be resolved after inspection. Owners are responsible for any damage created to the products from misuse, or damage created by your dog on walks or from unsafe storage of products. 

- Unless an item is faulty or incorrect, return postage must be covered by the customer. We will always cover postage costs for any errors on our part including faulty or damaged products. We cannot process any refund requests after 28 calendar days.

- If a return is approved, items must be returned in an unwashed, undamaged and re-sellable condition. Items must have all original tags. If an item returns back to us used or unclean your return may be rejected or you will be charged £5.00 from the item price to cover cleaning costs.

- All returns must be approved before being sent back to us. To request a return, please email: hello@hugoandtedltd.com

- Refunds are processed within 14-days after the return is received. It is the customers responsibility to pay for return postage unless the item is damaged in transit or faulty. We recommend returning items by a tracked postage service as we cannot refund items that become lost. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping/returning your goods may take longer than expected.

- Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 30-days have passed since we’ve approved and received your return, please contact us at hello@hugoandtedltd.com.

LOST, DAMAGED OR STOLEN PARCELS:

- All parcels are posted via tracked/signed delivery service. Once a parcel is with the delivery carrier it is their responsibility to uphold their service agreement. If a parcel is lost, stolen or damaged we will work with the courier to reconcile the problem either on behalf of the customer or by providing the relevant information to the customer.

- Always retain your proof of postage for returned items and for damaged items retain all packaging materials for evidence of the damage in case they require an inspection.

- Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

- Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as items made to order, made to measure, custom made, customised measurements or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.