Refund policy
Returns
You may return items within 7 calendar days from the date of delivery under our “no questions asked” policy, subject to the conditions below for a full refund or exchange.
Returns Conditions
- You must notify us within 7 days that you intend to return.
- Provide a video recording showing parcel opening and any damage.
- Items must be returned in the original packaging and condition as when you received them.
- Buyer pays return shipping (unless we delivered a wrong or damaged item).
Handmade Product Considerations
- Because our products are handmade by artisans, each item is unique. Small variations or minor cracks in raw soft wood are not considered damage and are not eligible for return.
- Returns will be accepted only if there’s clear damage beyond normal handmade variation.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 7-10 business days.
Non-Returnable Items
Some items are non-returnable for hygiene reasons. Custom-made, personalized orders, or sale items may not be returned except in case of damage or defect.
Shipping Costs for Returns
Return shipping costs are the customer’s responsibility unless the return is due to a defect or our error.
Exchange for the Same Product:
If you would like to exchange your item for the same product (e.g., a different size if applicable, or a replacement for a faulty item), please initiate a return as per our returns policy. Once your return is approved and processed, we will ship the replacement item to you.
Exchange for a Different Product:
If you wish to exchange your item for a different product, please initiate a return for the original item as per our returns policy. Once your return is approved and processed, you may then place a new order for the desired item through our store.
Exchange Processing Fees:
Please be aware that an administration fee of £5 will be applied to exchanges that are not due to our error (e.g., incorrect item shipped, damaged item). This fee covers the costs associated with processing the exchange.
Cancellation & Mistaken Orders
If you change your mind before dispatch, contact us immediately at royalheritagehub@gmail.com. If the order hasn’t shipped, we may cancel and refund. If already shipped, return conditions apply.
Damaged or defective items
If you receive a damaged or defective item, please contact us immediately with photos so we can arrange a replacement or refund.
