Returns, refunds and cancellations

1. Before dispatch

If you want to cancel an order before it is dispatched, email [email protected] promptly with the order number. We will stop the order where reasonably possible. Personalised work that has already begun may be treated differently as explained below.

2. Changing your mind

For most standard goods bought online, UK consumers may cancel without giving a reason by telling us within 14 days after the day the goods are received. For an order delivered in separate parts, the period begins after the last part is received.

You can cancel by emailing us a clear statement, or by using the model form below. Keep evidence that the notice was sent. This right is in addition to your rights when goods are faulty or not as described.

3. Sending goods back

After telling us you wish to cancel, you must send the goods back within a further 14 days. Contact us first for return authorisation, packing guidance and the approved return address. Our registered office is not a customer returns address.

For a change-of-mind return, you will normally pay the direct return cost where this was disclosed before purchase. HOLVERNE will pay or arrange reasonable return costs for faulty, damaged or incorrect goods. Please take reasonable care of goods; a refund may be reduced where handling beyond what is needed to inspect them diminishes their value.

4. Refunds

For an eligible cancellation, we will refund the product price and the cost of our least expensive standard delivery option. Extra cost for an upgraded delivery service is not refundable unless required by law.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. If no goods were supplied, the refund will be made within 14 days after we are told of the cancellation. Refunds will use the original payment method unless you expressly agree otherwise.

5. Personalised and made-to-order goods

The change-of-mind cancellation right generally does not apply to goods made to your specifications or clearly personalised. Before production begins, the product page or order process will identify when this exception applies. It does not remove your rights if an item is faulty, damaged or not as described.

6. Faulty, damaged or incorrect goods

Contact us promptly with the order number, a description of the issue and, where helpful, photographs. We will assess the matter and provide the repair, replacement, price reduction or refund required by applicable consumer law. Your statutory rights are not limited by this policy.

7. Model cancellation form

You do not have to use this form, but you may copy it into an email to [email protected].

8. Questions

Email [email protected] before returning anything. See also our shipping information and terms.