Refund policy

Last updated: 30/06/2026

Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied, you may return it to us for a refund. Please see below for full details of our returns policy.

RETURNS

Items must be dispatched for return within thirty (30) days of delivery. To be eligible for a refund, items must be returned in new and unused condition, with all original packaging included.

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.

RETURN PROCESS

To start a return, please contact us at contact@heluwood.co.uk with your order details.

Once confirmed, please securely package the item and send it to the return address provided. Customers are responsible for return shipping costs. We recommend using a tracked service to ensure safe delivery.

REFUNDS

Once your return has been received and inspected, your refund will be processed. Please allow up to seven (7) days from receipt of the returned item.

Depending on your payment provider, it may take a further 1–2 billing cycles for the refund to appear in your account. You will receive an email confirmation once your refund has been issued.

NON-RETURNABLE ITEMS

The following items are non-returnable:

• Custom-made or personalised items

DAMAGED OR FAULTY ITEMS

If your item arrives damaged or faulty, please contact us as soon as possible at contact@heluwood.co.uk.

Please include clear photos of:

  • The item
  • The packaging

This allows us to resolve the issue quickly with a replacement or refund.

CANCELLATIONS

Standard Stock and Made to Order Items
Orders may be cancelled any time before dispatch. Once a shipping label has been generated or the order has been dispatched, it can no longer be cancelled and must be treated as a return.

Bespoke Custom Orders
Due to the personalised nature of these items, cancellations must be requested within 24 hours of placing the order. After this time, production will have begun and cancellations or refunds will not be possible.