Refund policy

Returns & Refunds

We really hope you love your Grafter & Hue order. But if something isn’t quite right, we want the returns process to be as simple as possible.

In addition to your statutory rights, we offer a 30-day returns policy on eligible full-price items.

Returns

If you are a UK customer shopping online, you have the legal right to cancel most orders within 14 days after the day you receive them, without needing to give a reason.

To start a return, simply email us at hello@grafterandhue.co.uk within this 14-day period. Once you’ve let us know, you’ll then have 14 days to send the item back to us.

You’re welcome to inspect the item as you reasonably would in a shop. If an item has been handled more than necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund.

For change-of-mind returns, return postage is your responsibility and we do not currently provide prepaid return labels. We recommend using a tracked service and keeping your proof of postage until your refund has been completed.

Our 30-Day Returns Policy

We also offer a little extra flexibility with our voluntary 30-day returns policy on eligible full-price items.

If you request a return after the statutory cancellation period has ended, the item must be unused, in its original condition, with any tags attached and, where reasonably possible, in its original packaging.

For returns made under our additional 30-day policy, return postage and original delivery charges are not refundable.

This additional policy is offered alongside, and does not affect, your statutory rights.

Faulty, Damaged or Incorrect Items

If something has gone wrong with your order, please get in touch and we’ll do our best to sort it out quickly.

If your item arrives faulty, damaged, is not as described, or you receive the wrong item, email us at hello@grafterandhue.co.uk with your order details.

Your statutory rights in relation to faulty, damaged or misdescribed goods are not affected by this policy. Where we are responsible for the return, we will cover reasonable return costs where required by law.

Sale Items

Our additional voluntary 30-day returns policy does not apply to sale items.

This does not affect any statutory rights you may have, including your cancellation rights for eligible online purchases and your rights if an item is faulty, damaged or not as described.

Exchanges

We don’t currently offer direct exchanges.

If you would like another colour or style, the easiest option is to return your original item in line with this policy and place a new order for the item you would like.

Refunds

Once your return reaches us, we’ll inspect it and process any refund due as soon as possible.

If you cancel your entire order using your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, such as express delivery, the additional delivery cost will not be refunded.

Refunds will be sent back to your original payment method within the timeframe required by law. Your bank or payment provider may then take a little extra time to show the refund in your account.

If you have any questions at all about a return, please email us at hello@grafterandhue.co.uk and we’ll be happy to help.