returns and exchanges hurtta online uk

We try to keep it simple for you to return items to us. We include paperwork with your order on how to return items. The packaging we use to send your order is biodegradable and recyclable and our bags can easily be used by you to return your order. We also include an adhesive address label to make things even easier for you. Please see our information page on Eco Friendly Packaging.

We offer a 28 day return/exchange policy. If you decide to return an item you must inform us via email at info@hurttaonline.co.uk within 14 days of receipt and include your Order number, name and address in the email. Please return your items to the address printed on the returns label and enclose a note explaining whether you would like an exchange or a refund.

Do I have to pay for a return?

You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or the incorrect item is delivered. We highly recommend using a tracked service.

How do I return an item for an exchange?

We are happy to offer 1 free exchange per order. You will not be subject to shipping charges when we send out the replacement item which we will send 48hr tracked with Royal Mail. Follow the same steps above for returning your item and return it to us within 28 days or receipt. Please inform us of your return by email within 14 days of receipt of your item and let us know what you would like to exchange for so we can reserve the item. Any further exchange requests will be subject to the published delivery rates on the date you placed your order.

How do I return an item for a refund?

If upon receiving your order you are dissatisfied with any item for any reason whatsoever please return it back to us. We will reimburse you for the value of the item. Your package will contain all the paperwork needed for your return as stated above. Please inform us of your return by email  within 14 days of receipt of your item and return within 28 days of receipt.

What happens if there is a problem with my order?

On rare occasions that an item delivered has a fault please contact us within 3 days of receipt. You can send us photographs of the fault to info@hurttaonline.co.uk. Before we can replace or refund an item we may ask for the item to be returned back to us. Please keep a receipt showing your return costs.

What happens if my item develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault and then decide on the best course of action.

If the product is found to have a fault we will be in touch straight away to refund you or replace your item (Please keep a receipt showing your return costs). Please note that refunds will only be issued within 28 days of receipt. Faulty items outside of the 28 days will be replaced or repaired.

If the product is not found to have a fault (at the discretion of management), then the product can be returned to yourself at your cost.