Returns and Refund Policy

1. Introduction

We have a 30-day general return policy for all the regions (UK, EU, US), which means you have 30 days after receiving your item to request a return.  

30 days returns apply to the product purchased on the full price. Any product purchase on sale or clearance must be return with 14 days after receiving it. 

To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase (if available for Instore only).

Updated on:  06-01-2025

Registered Account.

1. Log into the account you placed your order from.

2. You can return for FREE by going to the ‘order history’  section of your account, click 'view' on the order you wish to return* . Eligibility criteria is explained below in details.

3. Select 'Return your order' on the order. Please allow 24 hours from when your order has been delivered for the return option to show. 

4. Select the item/s you’re returning and the reason you’re returning them to us and follow the on screen instructions.

5. Please remember that all the items you've selected, per order, need to be posted back in one parcel. Do not include items from other orders or items not registered as these will not be refunded.

6. Search by postcode, street or address to find your nearest drop-off point. You’ll still have the option to choose which carrier you’d like to return your order with, but we’ll let you know which one is the closest to the address you’ve given us.  You will be given the option to print your return label at home or at your drop off point.

*If you are having issues finding the "return" option while being signed into your account, please follow the guest checkout instructions below* 

Guest Checkout

If you within the time period, we’ll email you the return shipping label, as well as instructions on how and where to send your package. 

if you have question regarding a return as a guest, you can contact us at support@hstrends.co.uk. Please do mention your email address, delivery address and order id. 

What happens next?

1.Your unique QR code / Returns label will be emailed to you.

2.Take your parcel to the drop-off point if free collection available to your area and chosen delivery partner use that option, within 5 days of registering your return, to prevent any delay with your refund, and they’ll take care of the rest! 

 You can track your order as it makes its way back to us.

 Hold tight! It can take 10 working days for your refund to be processed from when your order reaches our warehouse. Please keep hold of your proof of postage until you receive your refund confirmation email.

You can always contact us for any return question at support@hstrends.co.uk. 

Sales and clearance Returns: 

Sales or clearance Items must be return within 14 days of purchasing the item. which means you have 14 days after receiving your items.   

Return for sale Items:

Return process of the sale item is the same as the normal purchases. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sales items purchased from the gift cards and do not make or create any refund on gift cards unless only the gift card is issued by Hstrends.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

2. For EU and US Citizen (Shipping & Return) 

European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As per EU 2023 online buyer protection law amendments ref (GSPR).

US citizen can initiate the return request after receiving the goods. A person can select any reason for completing the return request form online from his account. Please do check the product description as some products are non returnable or refundable. Example are handmade or customised home products and clothing are included in such category.       

Packaging and Shipping: As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Shipping Return Costs (International)

Responsibility for Return and Shipping Costs

Consumers in the EU and US who have purchased goods from Hstrends or its partners are responsible for covering the cost of shipping when returning product(s).

Provision of Shipping Label

Hstrends will provide the necessary shipping label for the return. The minimum shipping cost will be applied and deducted from the total refund amount once the return transaction has been successfully completed.

3. Return Costs (UK)

We are pleased to offer our customers free delivery and a complimentary returns policy on all orders with a total value of £35 or above. For these qualifying orders, the cost of shipping will be fully refunded along with the overall total of your purchase. Additionally, any returns made on orders of £35 or more will be entirely free of charge, ensuring a risk-free shopping experience.

Orders Below £35

If the total value of your order is below £35, the cost of returning the item will be the responsibility of the customer. In this case, the amount paid by the customer for shipping will be used towards the return of the item. Please be aware that, for orders under £35, the shipping costs will not be refunded.

Paid Return:  A customer may have to pay for the return cost for the order above 5Kg or more bulkier products.

We have set up fixed cost which is 5% to10% of the order value depending on the weight.

5% if the product weight is between 6 to 10Kg

10% for over 10Kg

If the product is faulty or damaged there will be no cost on returning the items.   

Restocking Cost:  Customer pay no restocking fee if the product is not opened and returned back safely with tags and packaging.

If the product is returned after use or after open packaging a customer may have to pay fixed 5% cost of restocking and repacking.

Note:- Subject to safe arrival and product inspection .      

The same process is applied to EU and US customers for restocking.  

Example Scenario

• A customer buys a 6kg rug (above 5kg):
• Order Cost: £50 (paid by customer).
• Return Cost: Customer pays return shipping (e.g: 10% which will be £5).
• Restocking Fee: 10% if opened.
• A customer buys a 3kg bedsheet (under 5kg):
• Delivery: Free.
• Return: Free return label provided.
• Restocking Fee: None if unused

Return Label are issued with 24 to 48hrs after the return request opened. After the return label is issued customer will have 5 business days to send back the parcel. A parcel must be returned with the 30 days returned window for the customer. 

The customer is fully responsible for sending back the parcel safely and use the return label on time.  Customer may be charged for extra label if not used within time frame.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at payments@hstrends.co.uk. 

Canada and Rest of the world.

Same rules and policies are applied for the citizens of Canada and rest of the world.

We will always communicate and keep you in the loop during the whole transaction.  

Promotional Shipping Rate and Returns:

If promotional shipping rates are available, both the shipping cost and returns will be free of charge. 

Example 1: UK Orders: Free shipping and return within the UK is available when you spend £35. This offer applies only to products sold by Hstrends.

Example 2: International Orders: Receive a free international shipping credit of £20 when you spend £80. Please note that international returns are not free.

Our Partners: 

For products sold by our partners via integration channels or through Shopify, the respective partner’s shipping and returns policies will apply. These are typically outlined in the relevant product description.