Returns FAQ
Two simple steps to returning any product to The Hubs@Go Brands
Step 1 - Obtain a RETURNS REFERENCE NUMBER. Before returning any item for any reason, please call or e-mail Customer Services to obtain an RRN number. This helps us process returns quickly and efficiently and links you with that order.
Step 2 - Post the item back with the original invoice or a letter and with the RRN clearly shown on both the package and paperwork within 14 days. It is your responsibility to ship the item back to us. Depending on the reason for the return, we may or may not, reimburse you for the postage back. Please obtain a certificate of proof of posting from your Post Office. This is a free service.
As soon as we have received the item back safely we will contact you to discuss your options – whether you want a refund or exchange.
All goods must be returned in their original packaging and in a re-saleable condition. Some items cannot be returned for reasons of hygiene. |
How do I exchange an item?
If you require an exchange for a different size or item, the original item should be sent back within 14 days of receipt. The easiest and quickest way for you to get the replacement is to make a new order for the required item and we will issue a refund for the returned item when it arrives. This avoids us having to wait for the original order to return before we process the exchange.
It is your responsibility to pay for shipping the item back to us and to pay any additional costs or postage to get the exchange items out to you. This can be arranged over the phone by calling customer service.
What do I do if my items do not fit, or are no longer required?
We are happy to take back items that do not fit or are no longer required as long as we receive them within 14 days of your order date. The exceptions to this are - wigs, contact lenses,hosiery & underwear and any other products which cannot be returned for hygiene reasons. Delivery and return postage will not be refunded and it is your responsibility to pay for shipping the item back to us.
I received the wrong item what shall I do?
Please contact Customer Service on 01872 888132 or service@the-hubs.co.uk and we will be happy to help you. If it is our fault, there won’t be any additional charge for you and we will put it right.
What do I do if the item I receive is faulty?
Faulty items will either be replaced or your payment refunded – it is your choice. However we must be advised of any faulty items within 7 days of receipt and they must be returned within 14 days.
All items returned to us will be inspected for signs of wear or sabotage and returned to the manufacturer if necessary for them to confirm the fault. We will make every effort to complete this process as quickly as possible.
As soon as the fault is confirmed we will either refund, exchange or repair. Please note, in these situations we only refund 1st class postage, not special delivery or signed for costs.
I received my items too late and they are no longer needed, what shall I do?
If your goods arrive after the time you require them and we are at fault we will refund you, including your postage. If the problem is the fault of our carriers e.g. you paid for next day delivery and you did not receive your order, you can send it back for a full refund. You need to provide evidence of delivery dates. We do not have any control over your order once it has left our warehouse.
If you weren’t at home or available to receive the delivery that was on time, we process the return in the same way as an unwanted item.
What address shall I send my return to?
It is best to return any goods with the original invoice. You should write the RETURNS REFERENCE NUMBER in the space on the back of this paper. However, if you have misplaced the invoice, send a note showing your RRN very clearly with your contact information including your email address and a phone number to:
Go Brands Ltd.
T/A The Hubs
7 - 9 Tresillian Business Park
Probus
Truro
Cornwall
TR2 4HF
I sent my return but you have not received it. Help?
You are responsible for any returned goods until they reach us. We strongly recommend you ask for proof of posting which is a free service from a Post Office. Or you could opt for a recorded service which carries an extra charge but does give you extra insurance as well. We will always help wherever we can with making any claim to Royal Mail.
How long will my refund take to be processed?
Please allow up to 5 days for your refund to be processed. It may take some additional time for the refund to show up on your credit card statement.
I am still confused about sending a return. Help?
No problem! Please call Customer Service on 01872 888132 or email service@the-hubs.co.uk and we will be happy to take you through the process.
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