A lot of love and effort goes into each of our creations and we want you to be able to buy in confidence! But if you’re not happy for any reason then please get in contact so we can try to resolve the problem, either via email at hello@adhock.co.uk or via our Contact Us page.
However, if you're not completely satisfied with your purchase and still looking to return or exchange your item, we're here to help! The good news is if your product is faulty we offer free returns for exchanges within 30 days of receiving your order! In other cases we can offer store credit or refunds (where applicable, and to the original payment method).
Please note the following exceptions to our return and exchange policy:
Discounted items cannot be returned or exchanged
Custom orders/ commissions cannot be exchanged as they were made especially for you.
Returned items must be in their original condition and returned in original packaging
Returned items must have no visible signs of wear or use
There are certain situations where only partial refunds may be granted, such as;
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned after 30 days following delivery
If you would like to discuss a return, exchange or refund, please contact us via email at hello@adhock.co.uk or through the Contact Us page.
RETURNS
Please contact us in the first instance to discuss the return of your purchase. Depending on the situation you may be responsible for return shipping costs, please see below sections for more detail.
If you are shipping an item we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
GIFT RETURN/ EXCHANGE (if applicable)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
EXCHANGES (if applicable)
In the case of exchange requests you will initially be responsible for the return postage cost. Once your item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange request.
If it is approved we will happily send you a new product as soon as possible free of charge! As a token of gratitude for your patience and understanding, we will also then refund the cost of the return shipping (up to £3.99, proof of purchase and receipt required). The last thing we want if for you to be out of pocket for our mistake!
Depending on where you live, the time it takes for your exchanged product to arrive may vary.
(Please note that all of our products are hand made, so in the case of a replacement product being out of stock and none being available in a reasonable time frame a refund or store credit may be issued instead. You will be notified if this is the case and any potential solutions will be discussed beforehand.)
REFUNDS (if applicable).
In the case of refund requests due to a product fault or damage received during shipping, you will initially be responsible for the return postage cost. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved then your refund will be processed and a credit automatically applied to your credit card or original method of payment shortly afterwards. As a token of gratitude for your patience and understanding, we will also then refund the cost of the return shipping (up to £3.99, proof of purchase and receipt required). The last thing we want if for you to be out of pocket for our mistake!
In the case of refund requests where there is no inherent fault in or damage to the product (e.g. change of mind, or item is no longer needed), the customer is responsible for the full cost of return shipping. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved then your refund will be processed and a credit automatically applied to your credit card or original method of payment shortly afterwards.
LATE OR MISSING REFUNDS (if applicable)
If a number of days have passed since your refund approval and you haven’t received a refund yet, please follow the below steps;
Check your bank account again.
Contact your credit card company or payment provider (it may take some time before your refund is officially processed and deposited).
Contact your bank (it may take some time before your refund is officially processed and deposited).
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@adhock.co.uk or through the Contact Us page and we’ll be happy to help.
