Returns, Refunds and Cancellations Policy

Returns Policy:

Returns

Most items purchased in-store (via the HLE trade counter) or online can be returned within 30 days of receipt, provided they are unused, in their original packaging, and in resaleable condition.

Please retain your receipt or order confirmation, as we may be unable to process a refund without it.

Please note:

• We do not accept returns for special order items.
• Returns made via post are only accepted if pre-arranged with a member of the HLE team. Please email: [email protected] or call: 01204 691352 before returning any items.
• If purchased via a debit or credit card, refunds must be credited to the original payment method.
• We cannot accept returns of out-of-date products, such as silicone or lubricants.

Returns (without a receipt)

We are not obligated to issue a refund if an invoice, order confirmation or receipt cannot be provided. However, we encourage you to still enquire, as a refund may be possible at our discretion.

Faulty or misdescribed goods

Customers are entitled to a refund if the goods are faulty, or not as described. A receipt or order confirmation will be required for the return/refund.

Missing, damaged or lost items

In the unfortunate event, your order arrives damaged or incomplete, please email: [email protected] or call: 01204 691352 immediately and quote your invoice/order number for further assistance.

Goods lost in transit

We cannot be held liable for items lost in transit. However, we can assist with contacting the relevant courier service to provide more details.

Please note: For non-delivery items, any claims must be reported in writing to us within 7 days from receipt of purchase.

Cancellation Policy

Online/Distance Sales

For online sales, customers may choose to cancel their order within 14 days of receiving the goods.

They must inform the us in writing of their decision to cancel within this timeframe.

The returned items must be in their original packaging, and in resaleable condition. Customers do not need to provide a reason for cancellation.

Refunds Policy

Refund Process

Once the goods are returned, we will issue a refund within 14 days of receiving the returned items.

If purchased via a debit or credit card, refunds must be credited to the original payment method.

The returned items must be in their original packaging, and in resaleable condition. Customers do not need to provide a reason for cancellation.

No cancellation charges will apply for returns under the cooling-off period, unless otherwise specified.