Refund policy

Refund Policy

This policy explains when and how you are refunded. For information on how to send an item back, please see our separate Return Policy.

When a refund is issued

We must physically receive and inspect your returned item before a refund can be issued. Once we have confirmed the item meets the conditions set out in our Return Policy, we will send you a confirmation email approving your return.

After that approval, the refund is issued promptly to the original payment method used for the order.

Refunds for faulty or defective items

For items confirmed to be faulty, damaged in transit, or otherwise defective, we will, at our discretion, either:

Send a replacement and cover the delivery cost of that replacement; or
Refund the price of the item together with the cost of returning it.

Refunds for defective items are paid to the same payment method you used for the order. We cannot issue a refund or replacement without confirmation of the fault from our support team.

Return shipping costs

If you return an item simply because you ordered the wrong product, it doesn't fit, or you no longer want it, the cost of return shipping is not refunded — that cost is yours.

If the item was faulty or defective, there is no return charge.

Cancellations and refunds

If you wish to cancel an order, notify us within 24 hours of placing it by emailing info@thehawkesisters.com.

Because orders are processed through an automated system, we reserve the right to refuse a cancellation once your order is already being processed or packed. If your order can no longer be stopped, please wait until you receive it and then return it under our Return Policy to obtain a refund.

If we cancel your order ourselves — for example, because an item is out of stock or a pricing error occurred — you will receive a full refund of any payment made.

Questions