Cancellation and Returns Policy

Cancellation and Returns Policy

1. Faulty, Damaged, or Incorrect Products

If your product is faulty, damaged, or incorrect, we will offer an appropriate resolution, which may include a repair, replacement, exchange, or refund, at our discretion.

To qualify, you must notify us of the issue within 7 days of receipt and provide supporting evidence (such as photographs). Claims made after this period may not be accepted.

We may request the return of the product for inspection. If the fault is confirmed, we will cover the cost of return postage and any replacement dispatch. If the issue is not due to a manufacturing fault (for example, misuse, accidental damage, or normal wear and tear), you will be responsible for return costs and no refund or replacement will be issued.

Refunds will be processed using your original payment method once the returned goods have been received and inspected.

2. Changing Your Mind (Right to Cancel)

If you purchased directly from us online or by phone, you have the legal right to cancel your order within 14 days of receiving your delivery.

However, please note that the following products are non-returnable and non-refundable:

Any unsealed or opened Hama Pouches, due to hygiene regulations.

If you wish to exercise your right to cancel, contact our team.

Returned items must be sent in original, unused, and resaleable condition, with all packaging, labels, and accessories intact. Failure to do so may result in deductions from your refund to reflect loss in value.

Unless the item is faulty or incorrect, you are responsible for return postage and ensuring the item is securely packaged and traceable. We are not liable for items lost or damaged in transit.

Refunds are typically processed within 14 days of receipt and inspection of returned goods.

3. Cancelling Before Dispatch

Once your order has been processed or dispatched, it cannot be cancelled until delivery is complete, at which point our standard returns process will apply.

4. Abuse of Returns or Refunds Policy

We reserve the right to reject or refuse service in cases where we reasonably believe the returns or refund policy is being misused or abused, including but not limited to:

Excessive returns without valid reason.

Repeated claims of “non-receipt” of goods.

Intentional damage, tampering, or false claims.

In such cases, we may limit or revoke account privileges, and further action may be taken where fraudulent activity is suspected.