Returns & Refunds Policy:
'From Hen to Wed' operate a Returns & Refunds Policy which is in accordance with the DSR's (Direct Selling Regulations) and Sale of Goods Act (1979), and is as follows;
Returns Policy:
Buyers have the right to cancel, or return their orders for a full refund, including p&p providing they contact us within 7 working days of receipt of their purchase(s) and return the faulty/damaged item(s) to us within 14 days. Any contact made/returns received after this time are not covered under our Return and Refund policies.
Items can only be returned or refunded providing the item(s) are still in their original and unopened condition. Any item(s) not in their original and unopened condition can not be returned and will not be refunded.
Buyers should contact us in the first instance either by phone/email regarding their order if it is found to be faulty/damaged or incomplete on arrival. If an item(s) are deemed by 'From Hen to Wed' to be faulty/damaged then the buyer has the option for either replacement goods to be sent or a full refund.
It is the responsibility of the buyer to ensure all items are checked/counted upon receipt of receiving the order. Any shortages must be reported within 2 working days of receipt. From Hen to Wed will not accept responsibility for any claims after this time has elapsed.
Damaged/faulty items must be notified/returned to us within 14 days of receipt, providing the buyer has made contact with us in the first instance, as stated above. Notification/returns received after this time are not covered under this policy.
Returns are only accepted on faulty/damaged items only, providing contact is made in accordance with the above. After this timescale we will not accept any returns on items which are no longer required nor where they have not arrived in time.
Refunds on items where the buyer has not read current information on sellers dispatch times/policies as detailed on our eBay shop home page, individual listings and/or customised emails/winning buyer notifications, are at the discretion of From Hen to Wed, and will be less any fees incurred by the seller from PayPal and/or eBay. Any deductions made will be notified to the buyer, via an eBay message, prior to the refund being made.
In addition, items which vary slightly in colour to that shown and/or have an uneven surface/colour or are made of natural materials or are pershible will not deemed to be faulty/damaged (i.e. in the case of perishable items - confectionery) and so are not covered by our Return or Refund policies after the 7-day cooling off period has expired.
It is the buyer's full repsonsibility to ensure any return(s) are adequately and carefully packed, and where possible (subject to condition) in their original packaging. Buyer's should also ensure items are returned by a Recorded method of post, supported by original documentation, a covering note detailing the reason for return and within 14 days of receipt.
Please note, 'From Hen to Wed' are not responsible for any item(s) lost during transit/or returned damage due in adequate packaging by the buyer which are being returned to us for a replacement/refund.
If the buyer requires replacement goods or a refund, then the buyer is responsible for any postage and packing costs incurred in returning the item to us. In the case of replacement goods, the buyer will incur a p&p recharge (by form of a PayPal money request) for sending replacement goods to them. This payment must be received before any replacement item(s) will be posted.
From Hen to Wed, do not accept liability/cost for any items where delivery has been attempted by Royal Mail, or the destination Countries own Postal Provider, and then returned to us as "undelivered" for any reason (i.e "not called for", "address incomplete", addressee unknown" etc. etc.) Any item that is returned to us as "undelivered, will be notified to the buyer via an eBay message/email stating reason for return. If the buyer requests the item to be resent, any cost for re-posting the item will be re-charged to the buyer in the form of a PayPal money request, and the package will not be re-posted until cleared payment has been received.
Please note, in accordance with the DSR's (Distance Selling Regulations) perishable items (i.e. confectionery), those made to buyers specifications (i.e. personalised guest books etc.), or any orders deemed to be special orders (i.e. ordered from our suppliers specifically for the individual buyer) which are listed for sale within our shop are excluded under the DSR's from the 7-day cooling off period/right to cancel and are therefore not covered under our Return and Refund policies.
Refunds Policy:
Buyers have the right to replacement goods or a full refund on any damaged or faulty items, providing you have notified us within 7 working days of receipt and return the faulty/damaged item(s) to us within 14 days (As detailed in our Returns Policy above). Any claims/requests made after this time are not covered under this policy.
Buyers have a right to a full refund on any "lost in transit" items, providing they have contacted us within 7 working days of the date the goods were expected to arrive (please see Stock and Dispatch policy pages on our eBay shop homepage for details), have confirmed to us the postal address and matches our proof of posting, and has checked with their local sorting office to see that the item is not being held there.
Items will only be deemed to be "lost in transit" and a refund given, once all of the above has been actioned and after 15 working days (UK destinations) and 20 working days (International destinations) has passed from the date the goods were expected to arrive (please see Stock and Dispatch policy pages on our eBay shop homepage for details). Refunds for lost in transit items will not be issued before this time has elapsed.
Refunds will only be issued providing buyer has made contact with us in the first instance, as above, and once the returned items have been received back by us. Refunds will not be issued, under any circumstance until goods are returned/inspected by us.
It is the responsibility of the buyer to ensure all items are checked/counted upon receipt of receiving the order. Any shortages must be reported within 2 working days of receipt. From Hen to Wed will not accept responsibility for any claims after this time has elapsed.
Returns are only accepted on faulty/damaged items only, providing contact is made in accordance with the above. After this timescale we will not accept any returns on items which are no longer required nor where they have not arrived in time, or where the buyer has not read current information on sellers dispatch times/policies as detailed on our eBay shop home page, individual listings and/or customised emails/winning buyer notifications.
In addition, items which vary slightly in colour to that shown and/or have an uneven surface/colour or are made of natural materials or are persihable will not deemed to be faulty/damaged and so are not covered by our Return or Refund policies after the 7-day cooling off period has expired.
In addition to these exclusions, From Hen to Wed also advise buyer's to "Request Total from Seller" on the 'Review your Purchase Page' before paying for any multiple items which are subject to combined p&p as we are not at liberty to provide refunds on 'combined p&p' once payment has been made.
Refunds/replacements outside of the 7-day cooling off period are at our discretion and are only given upon receipt/inspection of the returned goods, and will only be issued on items returned in their original unopened/undamamged condition, which are adequately packed to minimise the risk of further damage, and returned to us within 14 days of receipt of purchase.
Where returns/refunds are granted (at our discretion) on items which are not covered by our Returns/Refunds policy the refund will be given on the cost of the items only, we will not refund any p&p charges paid by the buyer, unless otherwise agreed with the buyer.
If the buyer requires replacement goods or a refund, then the buyer is responsible for any postage and packing costs incurred in returning the item to us, and must return them to us within 14 days of receipt. In the case of replacement goods, the buyer will incur a p&p recharge (by form of a PayPal money request) for sending replacement goods to them. This payment must be received before any replacement item(s) will be posted.
Please note, 'From Hen to Wed' are not responsible for any item(s) lost during transit/or returned damage due in adequate packaging by the buyer which are being returned to us for a replacement/refund.
If when returned, and upon inspection, we deem an item(s) to be faulty/damaged, the buyer is entitled to a full refund on the damaged/faulty items only plus the cost of the orginal postage costs or alternatively replacement goods. The cost of returning the damaged/faulty items to us for refund/replacement is with the buyer and not reedemable under our Refund policy.
Where multiple items have been purchased and only part of the order is reported/deemed to be damaged/faulty then refunds are given only on the damaged/faulty item(s) only and not on any p&p paid.
Please note, in accordance with the DSR's (Distance Selling Regulations) perishable items (i.e. confectionery), those made to buyers specifications (i.e. personalised guest books etc.), or any orders deemed to be special orders (i.e. ordered from our suppliers specifically for the individual buyer) which are listed for sale within our shop are excluded under the DSR's from the 7-day cooling off period/right to cancel and are therefore not covered under our Return and Refund policies.
Buyers are entitled to a refund on any item(s) which are reported to the seller, and deemed by the seller to have been damaged during transit. If multiple items have been purchased and only part of the order is reported/deemed to be damaged during transit then refunds will be given only on the damaged item(s) and not on any p&p paid.
'From Hen to Wed' are not liable for any item(s) lost during transit in circumstances where the buyer has opted for a standard, non trackable, uninsured method of posting, and/or the postal address is not verified by PayPal, and are therefore not covered under our Refund's policy. Buyers however, can make a claim for any lost in transit item(s) via Royal Mail.
To minimise the risk of damage, and/or loss during transit buyers are recommended to upgrade from the standard method of posting to either a Recorded Delivery Service or Guaranteed Next Day Special Delivery service. Full details on these services can be found on our Stock, Dispatch and Delivery page.
Item(s) lost in transit, where buyers have opted for a trackable, insured method of posting are covered under our Refunds policy. Buyers who have had an item(s) lost in transit can opt for replacement goods or a full refund.
Where replacement goods are requested, the buyer will incur a p&p recharge (by form of a PayPal money request) for sending replacement goods to them. This payment must be received before any replacement item(s) will be posted.
From Hen to Wed will endeavour to dispatch the replacement goods as quickly as possible and in line with our Stock, Dispatch and Delivery policies (please see our Stock, Dispatch and Delivery page for further information).
From Hen to Wed reserve the right to deduct/withold from any refund given fees we have incurred associated with the original purchase/refund. Any deductions due will be notified to the buyer via an eBay message/direct email prior to the refund/deductions being given.
Refunds, in most cases, are given via the original payment source. In cases where buyer has originally paid using a debit/credit card over the telephone, the buyer, for reasons of security, will need to contact us by phone so we can process the refund back onto the card originally used.
From Hen to Wed aim to process any report of damaged/faulty items, lost in transit items and refunds/replacements as quickly as possible, and in a courteous manner at all times.
Footnote:
Buyers should note that by clicking "Buy it Now" all information above and any other information, trading terms and/or policies found on our eBay shop homepage form part of the formal/legal purchase agreement/contract of sale, and it is the buyers responsibility to ensure they have read and understood all information/terms/conditions prior to purchase/payment. |
Basket
) 
