Refund policy

Returns and refunds

If your order is faulty or incorrect

We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described. If your item arrives damaged, faulty or different from what you ordered, contact hello@hippowarehouse.com. These rights apply to personalised products and sale items too.

You normally have a 30-day short-term right to reject goods that do not meet these requirements. After that, you may be entitled to repair or replacement and, in the circumstances provided by law, a price reduction or refund. Your rights do not end simply because 30 days have passed. We cover reasonable return costs where the goods do not meet your statutory rights.

We may ask for your order details and evidence of the issue to help assess the problem. An original receipt is not the only acceptable proof of purchase, and original packaging is not a condition of exercising your rights for faulty goods. Where a refund is due under the Consumer Rights Act, we will make it without undue delay and within 14 days of agreeing that you are entitled to it.

Changing your mind about standard products

For eligible non-personalised goods bought online, you may cancel from the time the contract is made until 14 days after delivery. Where a single order is delivered in separate parts, the relevant period generally begins after the last item is received. Tell us clearly that you want to cancel, for example by emailing hello@hippowarehouse.com. You can use the form below, but it is optional.

Send the goods back within 14 days after telling us. You may inspect them as you would in a shop. Where the law permits, we may reduce the refund for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not charge a restocking fee for statutory cancellation.

You pay the cost of returning goods when you change your mind. Return goods to: Hippowarehouse, Unit 5 Chelsea Close, Leeds, LS12 4HP, United Kingdom. Contacting us first helps us provide instructions, but a valid statutory cancellation does not depend on our discretionary approval.

Personalised products

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as an item printed with your own name, photograph or message. We identify personalisation on the product page. This exception does not affect your rights if an item is faulty or not as described.

A standard catalogue design does not become personalised simply because we print it after you order. If you notice an error in personalisation, contact us promptly. We will explain whether a change is still possible. Once the agreed design has entered production, an amendment may no longer be possible.

Refunding a statutory cancellation

When you cancel an eligible order in full, we refund the goods and all delivery charges paid at checkout, including any next-day upgrade, subject to any lawful deduction for diminished value described above. Change-of-mind return postage is your cost. We use the original payment method unless you agree otherwise, without a refund fee. We refund within 14 days of receiving the returned goods or your evidence of dispatch, whichever is earlier. If we have agreed to collect them, the applicable deadline runs from your cancellation notification.

Our additional 30 day returns offer

In addition to your legal rights, we offer returns on eligible non-personalised products if you contact us within 30 days of delivery and return them within 14 days of your request. Outside the statutory cancellation period, items must be unused, unworn, with tags and in their original packaging. You pay change-of-mind return postage. We refund returned items within 14 days of receipt. For an eligible full-order return, we also refund all delivery charges paid at checkout, including any next-day upgrade.

Sale items are included on the same basis. Personalised goods are excluded from this additional change-of-mind offer. Any separately stated gift-card or digital-product conditions must preserve applicable legal rights. Nothing in this additional offer restricts your statutory rights.

Optional order cancellation form

Use this form only if you want to cancel an eligible order. “Contract of sale” below means your purchase from us. You can also cancel by emailing a clear statement; you do not have to use this form.

To: FCTONLINE LIMITED trading as Hippowarehouse
Address: Unit 5 Chelsea Close, Off Amberley Road, Leeds, LS12 4HP, United Kingdom
Email: hello@hippowarehouse.com

I/We give notice that I/we cancel my/our contract of sale of the following goods:

Goods: ____________________________________________________
Order number, if available: _____________________________________
Ordered on: __________________ Received on: __________________
Name of consumer(s): _________________________________________
Address of consumer(s): _______________________________________
___________________________________________________________
Signature, only if sent on paper: _________________________________
Date: _______________________________________________________

Delete wording that does not apply. An order number helps us find your order but is not a condition of a valid cancellation.