Legal

Returns & Refunds

Last updated: June 2026 · Effective from: June 2026

The short version: Changed your mind? You have 14 days from delivery to return physical goods for a full refund — no questions asked. Received something faulty or wrong? We'll sort it immediately. Email us at customer.service@headorn.com with your order number and we'll take it from there.

1. Your legal rights

As a UK consumer buying online, you have strong rights under two pieces of legislation:

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — gives you a 14-day "cooling-off" right to cancel most purchases for any reason
Consumer Rights Act 2015 — gives you the right to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose

Nothing in this policy removes or reduces those rights. Where our policy is more generous than the legal minimum, that generosity applies.

2. Changed your mind? 14-day returns

For physical products, you have the right to cancel and return your purchase within 14 calendar days of the day after you receive it. You do not need to give a reason.

How to return an item

Contact us within 14 days of deliveryEmail customer.service@headorn.com with your order number and let us know you'd like to return an item. We'll confirm receipt within 1 working day.

Pack and return the itemRepackage the item securely — ideally in its original packaging. Post it to us at Unavailable within 14 days of notifying us. You are responsible for the return postage cost unless the item is faulty (see Section 4).

Receive your refundOnce we receive the returned goods (or evidence of postage), we will process your refund within 14 days. The refund will include your original standard delivery charge, returned to your original payment method via Stripe.

Condition of returned goods

Returned goods should be in the same condition as when you received them. You are allowed to handle the item to inspect it (as you would in a shop), but not to use it. If returned goods have been used beyond reasonable inspection and their value has been reduced as a result, we may reduce your refund accordingly. We will always tell you if we intend to make a deduction before processing your refund.

3. Exceptions — items that cannot be returned

The 14-day cancellation right does not apply to:

Personalised or custom-made items — goods made to your specific requirements
Sealed hygiene goods — if the seal has been broken after delivery (e.g. certain beauty or wellness products)
Digital downloads — once you have downloaded or accessed a digital product, the cancellation right is lost (you will have acknowledged this at checkout). See Section 5 below for faulty digital products.

4. Faulty, damaged, or incorrectly described goods

If your item arrives damaged, is faulty, or is not as described on our website, your rights under the Consumer Rights Act 2015 apply.

Within 30 days of delivery

You are entitled to a full refund. Simply email us at customer.service@headorn.com with your order number and a description (and photo if possible) of the issue. We will arrange collection or cover your return postage costs, and process your full refund — including delivery charges — within 14 days.

After 30 days but within 6 months

We are entitled to attempt one repair or replacement first. If the repair or replacement fails, or is not possible, you are entitled to a full or partial refund.

After 6 months

You will need to demonstrate that the fault existed at the time of delivery. We will still consider all reasonable claims on their merits.

5. Digital products — faulty or not as described

If a digital product (template, PDF, download, etc.) is not as described, does not work as stated, or is materially different from what you purchased, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, even if you have already downloaded it.

Contact us at customer.service@headorn.com with your order number and a description of the issue. We aim to resolve digital product issues within 2 working days.

6. Refund processing

All refunds are processed via Stripe to the original payment method used at checkout. We do not issue refunds by cash, cheque, or bank transfer to a different account. Refunds typically appear in your account within 5–10 business days, depending on your bank or card provider — this is outside our control once we have issued the refund.

We will always notify you by email when a refund has been processed.

7. Exchanges

We do not offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order.

8. International orders

These terms apply to all orders delivered within the United Kingdom. For any orders delivered outside the UK, please contact us to discuss returns — additional arrangements may apply depending on the destination country.

9. Contact us

For all returns and refund enquiries:

Email: customer.service@headorn.com (include your order number)
Return address: Unavailable

We aim to respond to all returns requests within 1 working day.

This policy is compliant with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 as of June 2026.