Refund policy

Returns & Refunds Policy

We hope you love your purchase from Hello Possums, but if you're not completely satisfied, we offer easy returns and exchanges.

 Eligibility for Returns

- You have 30 days from the date of receipt to request a return.

- Items must be returned in their original, unused condition with all tags attached and in original packaging.

- Items marked as "Final Sale" cannot be returned or exchanged.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Process

1. Contact our customer service team at info@hellopossums.co.uk to initiate a return and receive a return authorisation.

2. Package the items securely, using the original packaging if possible, and include a copy of your receipt or proof of purchase.

3. Ship the item(s) to the following address: 

 

   Hello Possums Returns 

   Unit 1 The Granary Highlands Farm

   London Road, Bolney

   Haywards Heath

   RH17 5PX

   United Kingdom

Customers are responsible for return shipping costs unless the item was damaged or incorrect. We recommend using a trackable shipping service to ensure safe return.

Refunds

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If approved, the refund will be processed within 5-7 business days to your original payment method. 

Please note: original shipping costs are non-refundable unless the return is due to our error (e.g., wrong or damaged item).

Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us at info@hellopossums.co.uk to ensure availability. Once your return is processed, we will ship the exchange item free of charge.

Non-Returnable Items

The following items are not eligible for return:

- Gift cards

- Items on sale or clearance

- Personalised or custom-made items

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Need Help?

If you have any questions about shipping or returns, feel free to contact our customer service team at info@hellopossums.co.uk We're here to help! 

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Thank you for shopping with Hello Possums!