1. INTRODUCTION
1.1 This Refund & Returns Policy outlines the terms and conditions under which customers may request the return or refund of products purchased from the official website www.hu-london.co.uk, owned and operated by HU London LTD (“the Company”, “we”, “our”, “us”).
1.2 This policy has been drafted in accordance with the laws of the United Kingdom, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Sale of Goods Act 1979, while being specifically adapted to the nature of cosmetic and personal care products sold by HU London LTD.
1.3 The purpose of this policy is to protect the legitimate rights of consumers while ensuring full legal and commercial protection for the Company against abusive, fraudulent or unjustified refund requests.
1.4 By placing an order on our website, the customer confirms that they have read, understood and accepted this Refund & Returns Policy in full.

2. PRODUCTS COVERED BY THIS POLICY
2.1 HU London LTD exclusively sells its own brand of products under the trademark HU London, including hair care, styling products, shampoos, hair gels, hair waxes, perfumes, and other grooming or cosmetic products intended for personal use.
2.2 All products are manufactured in the United Kingdom in compliance with applicable safety and legal standards, including full ingredient lists, batch numbers and expiry dates.

3. LEGAL RIGHT TO CANCEL
3.1 Under UK law, customers have the right to cancel their order within 14 calendar days from the date they receive the goods.
3.2 This right applies only if the product is returned in perfect condition, unused, unopened, and in its original packaging, including all labels and seals.
3.3 Cosmetic products, liquids, and hygiene-related goods that have been opened, tested, used or otherwise unsealed are not eligible for return or refund for health and hygiene reasons, in accordance with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.
3.4 HU London LTD reserves the legal right to refuse any return that fails to meet the above conditions without further obligation to justify its decision.

4. RETURN REQUEST PROCEDURE
4.1 Any return request must be submitted in writing to contact@hu-london.co.uk within 14 calendar days of receiving the order.
4.2 The customer must provide the following details: full name, order number, delivery address, product name, and reason for return.
4.3 Upon approval of the return request, the customer must send the product back to:
HU London LTD
17 Torver Road, Harrow, London, HA1 1TQ, United Kingdom.
4.4 All return shipping costs are fully borne by the customer, including postage, packaging, and any related handling fees.
4.5 HU London LTD does not offer free returns and is not obliged to refund the initial delivery cost paid by the customer when placing the order.
4.6 The Company strongly recommends using a tracked shipping service, as HU London LTD will not be held responsible for lost parcels during return transit.

5. CONDITIONS FOR ACCEPTANCE OF RETURNS
5.1 Returned products must meet all of the following conditions:
5.1.1 The product must be unused, unopened and in perfect resalable condition.
5.1.2 The packaging must be original, complete, undamaged and free of wear or residue.
5.1.3 Labels, caps and seals must remain intact and unaltered.
5.2 HU London LTD reserves the right to inspect all returned goods and to refuse any refund if the returned product does not meet these conditions.
5.3 If the return is rejected, the customer will be informed and may request the product to be sent back, provided they cover all re-shipping costs.

6. DAMAGED OR INCORRECT PRODUCTS
6.1 Every order is carefully inspected prior to dispatch, but in rare cases, a product may arrive damaged or incorrect due to transit issues.
6.2 Customers must notify HU London LTD within 48 hours of receiving the parcel by emailing contact@hu-london.co.uk and providing clear photographs of both the product and its packaging.
6.3 Once the situation has been reviewed, HU London LTD may, at its sole discretion:
6.3.1 Replace the product with an identical one at no additional cost;
6.3.2 Offer a store credit or voucher;
6.3.3 Provide a full refund for the damaged or incorrect item.
6.4 HU London LTD shall not be held liable for any damage caused by the courier company (EVRI or others). Responsibility for damage during delivery rests solely with the courier, and the customer must file any compensation claims directly with the courier service.

7. DELAYED OR LOST DELIVERIES
7.1 HU London LTD uses EVRI as its primary delivery partner for all UK shipments.
7.2 Estimated delivery times are based on EVRI’s own service guidelines – usually next-day delivery or within 2–3 working days after order confirmation.
7.3 HU London LTD is not responsible for any delay in delivery caused by EVRI or other courier services.
7.4 Once the parcel has been collected by the courier, HU London LTD bears no liability for loss, delay, or damage unless covered by the courier’s own insurance policy.

8. REFUND POLICY
8.1 Refunds will be issued only after the returned product has been received, inspected and confirmed to comply with the conditions stated in sections 4 and 5.
8.2 Refunds will be processed using the same payment method used for the original purchase (Card, PayPal, Stripe, Apple Pay etc.).
8.3 The processing time for approved refunds is up to 14 calendar days from the date of return acceptance confirmation.
8.4 In the case of partial refunds (for example, one item from a multi-product order), the initial shipping fee will not be refunded.
8.5 HU London LTD reserves the right to decline any refund where the customer cannot provide valid proof of shipment or where returned goods fail to reach the Company.

9. EXCEPTIONS AND LIMITATIONS
9.1 Returns are not accepted for:
9.1.1 Opened, used, tested or damaged cosmetic products;
9.1.2 Items missing original labels, packaging or safety seals;
9.1.3 Products purchased during final sale, clearance, or promotional campaigns;
9.1.4 Gift sets or personalised packaging.
9.2 HU London LTD reserves the right to refuse a refund or return if it suspects abuse, fraud, or malicious intent, including cases where products show signs of prior use before being returned.

10. PRODUCTS WITH ADVERSE REACTIONS
10.1 All HU London LTD products are legally compliant, tested and safe for cosmetic use under UK standards.
10.2 The Company is not liable for any allergic or adverse reactions caused by individual sensitivities, misuse, or product combination with other substances.
10.3 In the event of an adverse reaction, the customer should discontinue use immediately and, if necessary, seek medical advice.
10.4 Any refund request in this context will be assessed individually, but HU London LTD reserves the right to decline compensation unless supported by verified medical evidence.

11. DATA PROTECTION
11.1 Return and refund requests involve the processing of personal data (name, address, email, payment details).
11.2 Such data is handled strictly in accordance with HU London LTD’s Privacy Policy and the UK GDPR.

12. GOVERNING LAW AND JURISDICTION
12.1 This Refund & Returns Policy is governed by and construed in accordance with the laws of England and Wales.
12.2 Any disputes or claims relating to returns, refunds or product delivery shall fall under the exclusive jurisdiction of the courts of England and Wales.

13. FINAL PROVISIONS
13.1 By placing an order on www.hu-london.co.uk, the customer confirms they have read, understood and agreed to this Refund & Returns Policy.
13.2 HU London LTD reserves the right to amend this policy at any time without prior notice. Updates will take immediate effect upon publication on the official website.
13.3 Continued use of the website constitutes acceptance of the revised terms.