Retours et Remboursements
REFUNDS AND RETURNS
The Return Policy is part of, and should be read in addition to, our Terms of Sale. We reserve the right to change our Return Policy at any time. We updated this Return Policy on 10/09/14.
It is important to check your order as well as the items in the package as soon as they are received and before use. In case of problems, you must notify us immediately, so that we can carry out an investigation.
Before attempting to return an order, you must contact our after-sales service to obtain a return authorization number. Without this number, it will be more difficult to process your order return, and it may take longer.
Your statutory rights
Our policy does not affect your rights.
For more information about your statutory rights, please visit the UK Government website: www.direct.gov.uk or this number 08454 04 05 06.
Right to cancellation
It is possible to cancel the contract within 14 days without necessary justification.
The period during which the right to cancellation runs expires 14 days from the date on which you - or any other person except the carrier - take possession of the products in the contract.
To exercise your right to cancellation, you must inform us promptly (by choosing one of the options mentioned below, or by post). You can use the attached cancellation form, but it is not mandatory.
Please note that all products you return must be in the original packaging and unopened.
Effects of cancellation
If you cancel this contract, we will refund any payment made, as well as the shipping costs (unless you have subscribed to a delivery option other than the cheapest standard delivery we offer).
It is possible that we deduct a sum from the refund corresponding to the loss of value of any products if it results from a handling carried out by you without this having been necessary.
14 days from the day we receive the returned products from you, or
(If whichever is the earlier) 14 days after the day you provide proof that you have returned the goods, or
If no product has been supplied to you, 14 days from the date on which we become aware of your wish to cancel the contract.
The refund will be made to the same payment method you chose for the initial transaction, unless you stipulated another refund method when entering into the contract. You will not be charged a fee for the refund. The shipping costs for the return of the goods are your responsibility.
Example of a cancellation form
Adresse: The Hut.com Limited, Meridian House, Gadbrook Park, Rudheath, Cheshire, CW9 7RA.
I notify you of the cancellation of my purchase contract of my order on:
Order reference (number):
Customer's signature (only if you return the form by mail):
What if I received an incorrect item?
We are extremely rigorous when preparing orders, but from time to time mistakes can occur. Please accept our apologies if you received a wrong item. Our customer service team aims to make every effort to solve your problem as quickly as possible.
We analyze each case individually when it comes to considering a return of goods; From time to time we need more information, such as photos, in order to choose the best solution. Our goal is to give you the best solution as quickly as possible.
What if I received a damaged item?
Even though we are extremely careful when transporting goods, an order can sometimes be damaged. Please accept our apologies if you have received an item in poor condition.
We advise you not to refuse the order: indeed it is better to accept the delivery, with the items in their entirety, and contact us immediately to solve the problem. This will be faster. If you refuse the package, the process to solve the problem will be much longer.
You can contact our Customer Service through your account using the messaging area. Please attach to your message the photos you took of the damage found. A member of our team will handle your case, and will propose the best possible solution to solve your problem.
How can I inform you if my item is defective?
Our goal is to ensure that the highest production standards are applied to each order, however, from time to time, one-off problems may arise.
Please accept our apologies if you believe that one of your items is defective, we take all complaints about the quality of our products seriously: we will have to open an investigation into the defect in question.
To do this, please contact us through your account using the messaging area. Please give us precise information about the defect, and if possible, provide us with photos.
Our Customer Service will review your message and try to respond within 24-48 hours. Please note that some requests may take longer if the product comes from outside or is not in our possession at the time of the request.
How can I arrange a product return?
Please contact our Customer Service to arrange your return.
We will need to have your order number in question, the item you wish to return and the reason for returning the goods. Once we have these details, we will provide you with a return authorization number and all the details to proceed with the return.
Please pack the item well, and check that you have put the return form in the box.
You will need to request and retain proof of mailing when you return an item to us. There is no cost, but without this proof of postage, replacement/refund would be impossible in the very rare event that these items are lost in transit.
If you have requested a replacement and the product is no longer available, we will issue a refund to the bank account you used to pay.
All items you have accepted, and returned, are your responsibility until they arrive in our warehouse. Please return the items with a delivery service that ensures the value of the items.
Do we refund shipping costs?
We will be happy to refund the shipping costs if the error in sending your order is our responsibility. Like what:
- If we sent you a wrong article
- If the item is damaged or has a defect
- If you return a substitute product that you do not want to keep
We do not refund shipping costs if you do not want or no longer want the items. The shipping costs will therefore be at your expense. We advise you to use a delivery service that ensures the value of the items.
We do not refund the shipping costs of items you return to us due to damage or defect if we do not notice such damage or defects when they are received in our warehouse. The shipping cost of the item(s) we will send back to you will depend on the item(s) in question, and we will notify you as soon as the survey or test is complete.