RETURNS, REFUNDS & EXCHANGES EXPLAINED
What is your Returns Policy?
If for any reason you are unhappy with your purchase you can return it to us within 28 days of receipt for a full refund or exchange as long as it is unused and in its original packaging for a refund or exchange.
Refunds balances can only be returned via the exact payment method used. In the case of debit or credit card payment, funds must be returned to the same card.
We are not able to refund any return postage charges unless the product originally ordered was faulty or not as described.
How do I arrange an exchange?
We will be happy to exchange the item if you’d prefer a different colour, style, size or product type. When you send the product back to us, just let us know on the returns slip what you’d like to exchange to.
What if there is a price difference?
If the new item you want costs less than the one you have returned we will refund the difference. If it costs more than the one you have returned we will contact you to arrange payment of the difference due.
How do I return something?
We want to make the process as simple and cost effective for you as possible.
Simply fill out the returns slip that comes with your parcel. Enclose the returns slip with the product(s) you are returning, package it up securely and send it back to us.
Parcels are returned at your own cost.
Please make sure you keep your postage receipt. Preferably, we would suggest returning the product(s) to us via a tracked and signed for service. This will give you peace of mind, insurance and proof of postage and proof of delivery. We cannot accept responsibility for parcels in transit, only once it has reached our offices. As such items lost in transit will not be treated as returned.
Our return address is:
The Hawick Scarf Company
Burnfoot Industrial Estate
Goods Damaged In Transit
In the event of a product being damaged during delivery, on receipt, it should be returned for our inspection immediately.
Please let us know of the issue. If the product arrives damaged, please do not wear it/use it otherwise you will be deemed to have accepted it in its damaged condition. Before we can send out a replacement product or issue a refund, the product will need to be returned to us for inspection.
All postage and packaging fees will be reimbursed for valid damage claims.
CANCELLATION, RETURNS, EXCHANGES AND REFUNDS
If you are contracting as a consumer, you may cancel a contract at any time within 14 working days from the date of physical delivery. You are not required to state any reason for cancellation. If you exercise the right to cancel, you will, subject to the conditions below, receive a full refund of the price paid for the products including the original delivery cost but will not be reimbursed for any original delivery costs in excess of those specified in our delivery details if incurred at your request or the cost of returning the product or parcel.
You must notify us of your cancellation in writing and send to The Hawick Scarf Company, Unit H, Burnfoot Industrial Estate, Hamilton Road, Hawick, TD9 8SL or in another durable medium, by email to firstname.lastname@example.org
Your cancellation notice should state your full name and address and the date of your order and of physical delivery. You must return the product to us, at the address specified in the paragraph above, without undue delay and in any event not later than 14 days from the date on which you intimated your requirement to cancel to us. You will have to bear the direct cost of returning the product. Reimbursement to you will be reduced by any diminished value of the product resulting from handling of it by you or by persons permitted to you beyond what is necessary to establish the nature, characteristics or functioning of the product.
We offer consumers 28 days unconditional approval on any product purchased from our website. The full price of the product will be refunded for any unsoiled products returned to us, in an unused condition, and with the original packaging, within 28 days of receiving the Product or alternatively, if you wish, you may exchange any product. The 28 days unconditional approval does not affect your statutory right to cancel.
Refunds will only be made after the returned product has been received by us. Payment will be refunded within 14 days of our receipt of the product has been returned to us by then. You are required to prepay return postage or carriage costs and these will not be reimbursed.
Refunds will be made in the same manner as the original payment. On receipt of a returned item which was originally paid for by debit/credit card, a reimbursement will be made directly to the debit/credit card account of the person who paid for the product. Where an exchange item is required, the card will be recharged on dispatch of the replacement Product.