Refund policy
At Hectorknives, we take pride in the quality of our artificial botanicals and home decor. We want you to be completely satisfied with your purchase. If for any reason you are not happy, we have a clear and transparent return process to assist you.
1. Return Window We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange. If you are shipping to the UK, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason.
2. Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it:
- Unused and in its original packaging.
- All tags, instructions, and inserts must be intact.
- The receipt or proof of purchase is required.
3. Return Shipping Costs To ensure transparency, here is how return shipping fees are handled:
- Defective or Damaged Products: If you receive a defective, damaged, or incorrect item, Hectorknives will cover the return shipping cost. We will provide you with a prepaid return label or arrange a replacement free of charge.
- Customer Remorse (Change of Mind): If you purchased the wrong item, it doesn't fit your space, or you simply no longer want it, you (the customer) are responsible for paying the return shipping costs. Shipping costs are non-refundable.
4. Restocking Fees We value our customers. Therefore, we do NOT charge any restocking fee on returns.
5. How to Start a Return To initiate a return, please follow these steps:
- Contact Us: Email us at support@hectorknives.com with your Order Number and the reason for the return. If the item is damaged, please attach photos.
- Receive Instructions: Our support team will review your request and provide you with the return address and instructions within 24 hours.
- Ship It Back: Pack the item securely in its original box and send it to the address provided below.
Return Address: 13 Freeland Park, Wareham Road, Unit 104, Lytchett House, Poole, BH16 6FA, United Kingdom
6. Refunds We will notify you once we’ve received and inspected your return.
- Approval: If approved, you’ll be automatically refunded on your original payment method.
- Timeline: Please remember it can take up to 7 business days for your bank or credit card company to process and post the refund to your account.
7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
8. Non-Returnable Items Certain types of items cannot be returned, such as custom products (special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Restocking Fee: £0
For More Information:
Any Questions?: Visit our FAQs page or contact our customer service below.
Contact Information
If you have any questions regarding your shipment, our team is here to assist you:
Store Name: Hectorknives
Address: 13 Freeland Park, Wareham Road, Unit 104, Lytchett House, Poole, BH16 6FA, United Kingdom
Email: support@hectorknives.com
Contact Form: Click here
Phone : +447380201928
Customer Support Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT)
Response Time: Our customer support team responds within 24 business hours on working days.