Returns FAQ | Rückgabebedingungen | Politique de retour
Für Informationen auf Deutsch, bitte hier klicken.
Cliquez ici pour avoir informations en français.
Our promise: We are serious about service and work hard to ensure that you will be delighted with your purchase in every way. However, if for any reason you are not happy, please let us know about it. We will do our level best to put things right, every time.
Feedback and disputes: We know that delivering what you order, when you want it is the most important thing we have to do. If something goes wrong, and occasionally it does, then fixing it becomes our main priority. If there is a problem, please contact us and we will resolve it, hopefully without the need for poor feedback, or disputes.
Need to return something? You do not need to tell us in advance about a return you intend to make, just follow these 4 easy steps:
- Please read the detailed returns information below to determine the most appropriate action to take.
- Put the order back in the packaging it arrived in or something similar and label it with our address, which can be found at the bottom of the Returns and Feedback sheet (See back of invoice)
- Fill in the details on the returns form section and enclose this document whole in the package.
- Drop the parcel into a Post office or your preferred carrier. Please obtain proof of postage and ensure that we will receive the goods within 14 days of receipt.
Lost your Invoice? Click Here to download The-Hubs Returns and Feedback form
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Duplicated or unwanted goods: Please use steps 2-4 for a prompt product refund. We are unable to refund any postage costs for this type of return and will assume responsibility for the goods only when they have arrived at our premises. Items must arrive with us within 14 days of receipt for UK orders and 30 days for non-UK orders.
Faulty / damaged on arrival or wrong item sent: Please give us a call on 01872 888132 or send an email to returns@the-hubs.co.uk within 3 days of arrival. We will arrange for a replacement to be sent out at the first opportunity and usually email you a pre-paid returns label to use within the UK. Then continue from step 2.
Exchanges: The simplest and quickest way to exchange an item is to place another order for the product you want and send the original item(s) back for a refund. In this case, please follow the procedure for duplicated or unwanted goods and ignore the exchange section when filling in the form. Please call or email if you need help with this.
If you want to wait until we receive the original item back, continue from step 2 and fill in the exchange details on the form. Provided the items are in stock, we will calculate any difference between the price of the new item(s) and the item(s) returned, add any applicable postage and contact you to arrange payment.
N.B. We are only able to exchange any item for the same product in a different size / colour. If you require a different product, please place a new order and send the original item(s) back for a refund following the procedure for duplicated or unwanted goods.
General returns notes: If you need product advice, sizing advice, or general help with the process, please call us on 01872 888132 or email us at returns@the-hubs.co.uk.
When we receive your return, we will send you an email to confirm the receipt and agree the action to be taken.
We are only able to refund the original postage and packing charge if you have been sent incorrect items or they are faulty or damaged.
N.B. All unwanted or exchange items must be in original, undamaged packaging including original labels and packed in the same way they arrived with you. They must be in saleable condition and not worn other than to have been tried on, as this will mean that they are unsuitable for resale and we will be unable to issue a refund. If this is the case, we will need to return them back to you. For reasons of hygiene, we can only refund or exchange undergarments, tights, wigs if they have a manufacturing fault.
International returns (non- UK): We cannot accept exchanges from outside the UK and will only refund items returned to us. Please mark your documentation and package clearly as ‘RETURNED GOODS’ to avoid delays in customs. Please keep copies of your shipping documents so that you can make a claim with the carrier if your parcel gets lost.
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Rückgabebedingungen - Deutschland
Wenn Sie einen Artikel zurücksenden möchten, wenden Sie sich bitte per E-Mail an service@the-hubs.co.uk, um eine Rücksendenummer zu erhalten.
Rücksendungen müssen innerhalb von 14 Tagen nach Erhalt der Ware beantragt und die Artikel innerhalb von 28 Tagen nach Annahme zurückgesendet werden.
Die Artikel müssen in neuwertigem Zustand, ungetragen und in Originalverpackung zurückgesendet werden. Dies beinhaltet die Rücksendung sämtlicher Verpackungen, Druckmaterialien und/oder mitgelieferter Teile.
Die Rücksendekosten für beschädigte oder defekte Artikel bzw. für Artikel mit einem Wert von über € 40 werden zurückerstattet, vorausgesetzt, ein gültiger Rechnungsbeleg mit ausgewiesener Mehrwertsteuer wird beigelegt oder unter Bezugnahme auf die Rücksendenummer per E-Mail an die Adresse service@the-hubs.co.uk gesendet.
Unter jeglichen anderen Umständen hat der Käufer die Kosten für Rücksendungen bei einem Wert von unter € 40 zu tragen (z. B. bei Nichtgefallen oder bei nicht passenden Artikeln).
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Politique de retour - France
Pour que nous puissions traiter votre retour, veuillez contacter au préalable notre service clientèle à l'adresse suivante : service@the-hubs.co.uk pour obtenir un numéro d'autorisation de retour.
Vous disposez de 14 jours après réception de votre produit pour effectuer une demande de retour et de 28 jours pour nous le renvoyer.
Les articles retournés doivent être en parfait état, non portés et dans leur emballage d'origine. Veuillez inclure également chaque emballage séparé, les
manuels et/ou tous les accessoires fournis.
Nous vous rembourserons les frais de retour pour tout article endommagé, défectueux ou pour tout renvoi d'un article dont le prix s'élève à plus de 40
euros, à condition que vous joigniez à votre retour une facture valable portant un numéro de TVA ou que vous envoyez celle-ci par e-mail à l'adresse
suivante : service@the-hubs.co.uk en indiquant le numéro d'autorisation de retour comme référence.
Les frais de retour seront à la charge de l'acheteur pour tout article de moins de 40 euros ou tout autre raison de renvoi que celles déjà indiquées
(changement d'avis, taille de l'article ne convient pas, etc.)
Pour des raisons techniques liées à la procédure de retour via le site Amazon, nous ne sommes pas en mesure de procéder à des échanges. Si vous souhaitez
échanger un article, nous vous conseillons de nous le retourner et de commander séparément le produit désiré.
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