At Hupi.uk, we are committed to providing you with high-quality products. We understand that sometimes a product may not be what you expected, and we are here to help. This policy outlines your rights and our procedures for returns and refunds.

1. Your Right to Cancel (Cooling-Off Period)

As an online customer, you have a legal right under the Consumer Contracts Regulations to cancel your order for any reason within 14 calendar days of receiving your goods. This is known as the “cooling-off period.”

  • How to Cancel: To exercise your right to cancel, you must clearly inform us of your decision to cancel the contract. You can do this by sending an email to [email protected] with your name, order number, and a clear statement of your intent to cancel.
  • Returning the Goods: Once you have notified us of your cancellation, you have a further 14 days to return the goods to us. You are responsible for the direct cost of returning the goods.
  • Condition of Goods: We can make a deduction from your refund if the value of the goods has been reduced as a result of you handling them more than was necessary. The extent to which you can handle the goods is the same as you would in a physical shop. For example, you may open the box and examine the product, but you shouldn’t use it or remove any tags or protective seals.

2. Refunds for Canceled Orders

  • Refund Amount: We will refund the full price of the goods, as well as the original standard delivery costs. If you chose an express or premium delivery option, we will only refund the cost of our most basic delivery service.
  • Processing Time: We will process your refund without undue delay, and in any event, within 14 days of the day we receive the returned goods or, if earlier, the day you provide evidence that you have sent them back.
  • Method: The refund will be made using the same payment method you used for the original transaction, unless we have expressly agreed otherwise. We will not charge any fees for the refund.

3. Faulty, Damaged, or Not as Described Goods

The Consumer Rights Act 2015 provides you with rights if the goods you receive are faulty, not of satisfactory quality, unfit for purpose, or not as described.

  • Within 30 Days: If you discover a fault within 30 days of receiving the goods, you have the right to a full refund. You must return the faulty item to us. We will cover the reasonable cost of return postage for faulty goods.
  • After 30 Days: If a fault is discovered after 30 days but within 6 months of receiving the goods, we have the opportunity to offer a repair or replacement. If a repair or replacement is not possible or is unsuccessful, you are entitled to a refund. In this case, we may make a reasonable deduction from the refund for any use you have had of the item.
  • Return Process for Faulty Items: Please contact us at [email protected] with your order number, a description of the fault, and any relevant photos or videos. We will then provide you with instructions on how to return the item.

4. Products We Cannot Accept for Return

For hygiene, health, or safety reasons, we cannot accept returns for certain items once their packaging has been opened. These items are exempt from the standard 14-day cooling-off period, unless they are faulty. These include, but are not limited to:

  • Perishable goods.
  • Items sealed for health protection or hygiene reasons (e.g., underwear, earrings, cosmetics).
  • Personalised or custom-made products.

This does not affect your legal rights if the products are faulty or misdescribed.

5. How to Initiate a Return

  1. Contact Us: Before returning any item, please email us at [email protected] with your order number and the reason for the return (e.g., change of mind, faulty item, etc.).
  2. Wait for Instructions: We will respond with detailed instructions on how and where to send your return. Please do not send items back without contacting us first, as this may delay the process.
  3. Package Your Return: Please package your return securely, ideally in its original packaging. Include a copy of your order confirmation or a note with your name and order number.
  4. Send the Item: Use a tracked or signed-for delivery service and retain the proof of postage. We cannot be responsible for items lost in transit.

Return Address: Hupi.uk 13 Freeland Park Wareham Road Poole, Dorset BH16 6FA UK

6. Contact Us

If you have any questions about our Returns Policy, please do not hesitate to contact us at [email protected].