Refund policy

Last updated: 14 September 2026

We want your Hameldown finds to be right for you. If you change your mind or something is not as it should be, contact Hameldown. We will help with the next step and, where necessary, work with the partner brand that dispatched your order.

Who handles your return?

Your purchase is from Hameldown, even when a partner brand dispatches it. Hameldown remains responsible for your consumer rights. A supplier's approval or refund to us is not a condition of a refund to which you are legally entitled.

Changing your mind

For most goods purchased online, you can cancel without giving a reason. Tell us no later than 14 calendar days after the day you, or a person you nominate other than the carrier, receive the goods. If one order for multiple goods is delivered separately, the period runs from the day after the final item arrives. Where one item is delivered in several lots or pieces, it runs from the day after the final lot or piece arrives. You can also tell us you wish to cancel before delivery.

Send a clear cancellation statement to nickselecttradebrands@gmail.com, use our contact form, or write to Hameldown, Bagpark, Widecombe in the Moor, Newton Abbot, TQ13 7TR, United Kingdom. Include enough information for us to identify the order and the items you wish to cancel. The optional cancellation form at the end of this policy can help, but you do not have to use it or provide an order number if other information identifies your purchase.

You do not need to wait for permission to exercise your cancellation right. For notices sent through our online form, we will acknowledge receipt without delay by email. Please keep a copy of your notice and any acknowledgement.

Sending an item back

After telling us you are cancelling, send the goods back without undue delay and no later than 14 calendar days after that notification, unless we have agreed to collect them or agreed a longer period. You meet the return deadline by sending the goods before that period expires.

Please email us or use our contact form for the correct return destination for your item. Returns are routed to the relevant partner brand or another returns location that we specify. Different brands may have different return addresses, and items from more than one brand may need separate parcels. Do not assume that the dispatch label gives the correct return address.

Our Bagpark address is for business correspondence, complaints and written cancellation notices only. It is not a parcel-return or drop-off point. Please ask us for return instructions before posting goods so we can direct them to the correct location.

Requesting return instructions is an administrative step, not a requirement to obtain permission to cancel. We will provide a practical return destination promptly. If a delay by Hameldown in providing instructions prevents a timely return, we will agree a suitable extension and will not use our delay to deny a refund or reduce your statutory rights. Nothing in this policy excludes a return route or remedy to which you are entitled by law.

Please pack fragile items securely, include the accessories supplied, and retain proof of posting. Original packaging is helpful where available, but it is not a blanket condition of your legal rights. You may inspect the goods as you would reasonably do in a shop. Where the law allows, we may reduce the refund to reflect actual loss of value caused by handling beyond what is needed to establish the goods' nature, characteristics and functioning. We will explain any such deduction.

Return postage and fees

For a change-of-mind return, you pay the direct cost of returning the goods unless we expressly offered free returns for your purchase. More than one return parcel may be needed for a multi-brand order. If an item cannot normally be returned by post, any return or collection cost you must bear will be explained before you order. We do not charge a restocking or refund-processing fee for exercising your statutory cancellation right.

If goods are faulty, damaged on arrival, incorrectly supplied or not as described, Hameldown covers the reasonable cost of the return required to resolve the issue. Contact us so we can agree a suitable label, collection or other practical arrangement.

When and how we refund you

We make refunds without undue delay. For a cancelled order where you return goods, the refund will be made no later than 14 days after we receive the goods back or receive evidence that you have sent them back, whichever happens first. If we have offered to collect the goods, or no goods were supplied, the cancellation refund will be made no later than 14 days after you tell us you are cancelling.

When you cancel your whole order, we refund the product price and the cost of the least expensive standard delivery option we offered for that order. We do not have to refund the extra cost of a premium service you selected. For a partial cancellation, we refund the relevant goods and any delivery charge that must be refunded under applicable law, explaining how we calculated it.

Refunds use the original payment method unless you expressly agree otherwise, and there is no refund fee. We will confirm when a refund has been issued. The time a bank or payment provider takes to display the credit is outside our control; contact us if it does not appear.

Faulty, damaged or incorrect goods

Your goods must be of satisfactory quality, fit for their purpose and as described. Under UK consumer law, you normally have a short-term right to reject goods that do not meet these standards within 30 days of delivery and obtain a refund. Where an installation or other condition affects when that period starts, the legal rules apply. You do not have to accept a repair instead of a refund where you are entitled to exercise that short-term right.

After that period, rights to repair or replacement and, where the legal conditions are met, a price reduction or final rejection still apply. These rights are not limited to our change-of-mind window or a manufacturer's guarantee. We bear the reasonable costs of legally required remedies, and a refund due for rejected faulty goods will be made without undue delay and within 14 days of our agreement that you are entitled to it.

Please tell us about damage as soon as reasonably possible. Photographs and packaging can help us resolve the issue, but a short reporting deadline, missing original packaging or an inability to provide photographs does not remove your statutory rights. Do not handle or post broken glass if it would be unsafe; ask us for a safe resolution.

Exceptions, gifts and exchanges

Where we offer goods genuinely made to your specification or clearly personalised, the statutory change-of-mind cancellation right may not apply. It may also not apply to sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed. We will identify any applicable exception before purchase; we do not automatically treat every bottle, dispenser or piece of glassware as a hygiene exclusion. Faulty-goods rights remain unaffected. Sale products have the same statutory rights as full-price products.

For an exchange, contact us before returning the item so we can confirm the available options. An exchange is not a substitute for a refund to which you are entitled. If you received an item as a gift, we can explain the process, but refunds normally go to the original purchaser's payment method.

Time limits

The cancellation and return periods are calendar-day periods, not working-day periods. Where a statutory deadline is extended because its final day is a Saturday, Sunday or public holiday, that legal extension applies. Our customer-service schedule does not shorten your rights.

Optional cancellation form

To: Nicholas Smith trading as Hameldown, Hameldown, Bagpark, Widecombe in the Moor, Newton Abbot, TQ13 7TR, United Kingdom, nickselecttradebrands@gmail.com.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods:
Ordered on / received on:
Order number (if known):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

Delete whichever wording does not apply. You may use any other clear statement instead.

Contact Hameldown

Hameldown is operated by Nicholas Smith, a sole trader trading as Hameldown. Our business correspondence address is Hameldown, Bagpark, Widecombe in the Moor, Newton Abbot, TQ13 7TR, United Kingdom. You can email nickselecttradebrands@gmail.com or use our contact form.

We monitor messages Monday to Friday, excluding UK bank holidays, and aim to reply within two working days. We acknowledge cancellation notices submitted using our online form by email without delay; the routine enquiry target does not postpone that obligation.