RETURNS

WHAT IS HIC HAEC HOC'S RETURNS POLICY?

We want you to be delighted with your purchase but if you are not you can return any Hic Haec Hoc featured range of products within 30 days of receipt as long as it is unused and in its original packaging.

 

Please note that this does not apply to bespoke or commissioned items as you will have pre-approved artwork prior to manufacture and once approved you are 100% committed to purchasing the item with no refund. There are no refunds for bespoke designs (unless item is faulty).


We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges but we will not charge for sending any exchange items by post.
 
You have a right to cancel your order within seven working days of receiving your purchase (not applicable to bespoke designs - see TERMS & CONDITIONS) . This seven day period begins the day after you receive the items from us. Please notify us in writing within seven working days that you wish to cancel your order and that you intend to return the item(s ) and we will be happy to offer you a full refund including any delivery charge.

 

PLS NOTE:  this policy does not include purchases of items in a sale, or factory seconds or end of line items which Hic Haec Hoc sometimes sells at shows/fairs/markets; these items are not exchangable and have an ultraviolet magic marker code number to enable identification.

 

HOW DO I RETURN SOMETHING?

  • You can return an item as long as you have your receipt, packing slip or delivery note.

  • Please send your return item/s by post.

  • The packing slip that came with your parcel has the return address.

  • Please enclose a note with the details of the items you are returning and, if possible, a reason for the return.

  • Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return.

  • If you no longer have your packing slip please contact us by email (info@hichaechoc.co.uk) or via the Contact page and we will provide you with the correct returns postal address. 

  • Please make sure your items are securely wrapped and there is enough padding for the bone china items.

 

WHAT IF THE ITEM IS FAULTY?

  • We are always very disappointed on the rare occasions our customers receive a faulty or damaged item.  It is rare, but on ocassion the bone china items are damaged in transit. If you have identified the fault within 30 days of purchase, please contact us and let us know the details of the fault. We can then let you know whether to return it or not. We will often ask you to email us a photograph of the fault, not only is this generally easier for you (as you dont have to post it back) but it will also assist us with insurance claims or proving  faulty manufacturing issues. Hic Haec Hoc reserves the right to ask you to return a damaged/faulty items and will refund you the cost of postage should this be the case. 

  • If a fault develops outside of the 30 day return period, contact us by email on info@hichaechoc.co.uk before you return the item so we can discuss the fault with you and decide on the best way to proceed with the problem. 

  • Where relevant, please take extra care to read any Product Care Instructions. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. Please note that fine bone china is a brittle substance, Hic Haec Hoc mugs are dishwasher and microwave proof but as with all bone china products, rough handling may result in chips or breakages - it is a well know fact that this is the nature of fine bone china.

 

HOW DO I ARRANGE AN EXCHANGE?

If the product you require is still available we will exchange it for you free of charge. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.

 

CAN I RETURN AN ITEM I PURCHASED DIRECT FROM YOU AT A SHOW?

Yes, you can return an item as long as you have your receipt.  From time to time Hic Haec Hoc sells seconds or ends of line products at shows/fairs/markets, however these are not exchangable (they have all be marked with a magic marker symbol for identification).

 

CAN I RETURN AN ITEM I BOUGHT FROM ONE OF OUR STOCKISTS?

No, please get in touch with the stockist you purchased from (make sure you have your original receipt). They will let you know what their returns policy is.

 

CAN I RETURN AN ITEM I RECEIVED AS A GIFT?

An item that was received as a gift can be returned for an exchange. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.

 

HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?
Once your parcel has been received by our team it can take up to 10 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

 

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us so we can investigate (info@hichaechoc.co.uk or use the contact page on this website).

 

Thank you

 

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