Refund policy
CANCELLATION & RETURNS POLICY
This policy applies to orders placed on hitchkin.com and forms part of our Terms of Service.
It explains your cancellation and return rights and the conditions that apply.
Nothing in this policy affects your statutory rights.
1. Cancellation Before Dispatch
Orders may be cancelled within one (1) hour of being placed using the cancellation option provided with your order confirmation, where available.
After an order enters processing, we may be unable to cancel or intercept it before dispatch.
This does not affect your statutory cancellation rights.
2. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel an online order within 40 days of the day you, or a person nominated by you, receive the goods, without giving a reason.
How to Cancel
To exercise your right to cancel, clearly notify us before the cancellation period expires.
Email:
Or write to:
Hitchkin Ltd
[ADDRESS]
Please include your order number.
You may use the cancellation form at the end of this policy, but you are not required to do so.
3. Returning a Cancelled Order
After notifying us that you wish to cancel, you must return the goods within the period required by applicable law.
Unless the goods are faulty, damaged or not as described, you are responsible for the cost of returning them.
We recommend using a tracked return service and retaining proof of postage.
4. Condition of Returned Products
You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you would reasonably inspect it in a shop.
Products should be returned complete with any accessories, documentation and packaging supplied with them where reasonably possible.
If the value of a product has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may make a deduction from the refund to reflect that reduction in value where permitted by law.
This may include products that have been unnecessarily used, soiled, washed, damaged or altered after delivery.
5. Refunds Following Cancellation
Where you validly exercise your statutory right to cancel, we will provide the refund required by applicable consumer law.
Refunds will be made to the original payment method unless otherwise required by law.
We may withhold reimbursement until we have received the returned goods or you provide evidence that they have been sent back, where the law permits us to do so.
Your bank or payment provider may take additional time to show the refund after we process it.
6. Faulty, Damaged or Misdescribed Products
If a product is faulty, damaged when supplied, or does not match its description, you have rights under the Consumer Rights Act 2015.
Contact:
Please include:
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your order number;
-
a description of the issue; and
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photographs of the product and packaging where relevant.
If you suspect that a product is damaged or faulty, stop using it.
We may ask for the product to be returned so that the issue can be inspected.
Nothing in this policy limits any remedy you are legally entitled to for faulty, damaged or misdescribed goods.
7. What Is Not Considered a Product Fault
Subject to your statutory rights, the following will not normally constitute a product fault:
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normal wear and tear;
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accidental damage;
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damage caused by misuse or neglect;
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damage caused by alteration or modification;
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use contrary to the Safety Notice or instructions supplied with the product;
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damage caused by washing or cleaning contrary to the care instructions; or
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normal cosmetic variation in colour, print or finish that does not affect the product's function or safety.
8. Refund Method
Refunds are made to the original payment method.
We do not normally issue refunds in cash, by bank transfer or to a different payment card or account.
Once a refund has been processed by us, the time required for it to appear in your account is controlled by your bank or payment provider.
9. Returns Outside Your Statutory Rights
We are not required to accept a return simply because you change your mind outside the applicable statutory cancellation period unless we have expressly offered an additional voluntary returns policy.
Any voluntary refund, replacement, credit or other remedy we choose to provide beyond your statutory rights is at our discretion and does not create an obligation to provide the same remedy in another case.
10. Payment Disputes
If you believe there is a problem with an order, please contact us first so that we have an opportunity to investigate and resolve the issue.
Where a chargeback or payment dispute is raised, we may provide the payment provider with relevant order records, tracking information, delivery evidence and correspondence.
Nothing in this section restricts your lawful right to dispute a transaction with your bank or payment provider.
11. Abuse or Fraud
We reserve the right to investigate suspected fraudulent or abusive activity, including false non-delivery claims, fraudulent return claims, attempts to obtain both a refund and retain the product, or misuse of payment dispute procedures.
We may restrict future purchases or take other lawful action where reasonably appropriate.
Your statutory consumer rights are unaffected.
CANCELLATION FORM
To:
Hitchkin Ltd
hello@hitchkin.com
I give notice that I cancel my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date: