Refund policy
Returns, Refunds & Cancellations Policy
We hope you love your purchase from Hello Possums. If something is not quite right, please contact us and we will do our best to help.
This policy explains our standard returns process, your right to cancel an online order, and what to do if an item arrives faulty, damaged or incorrect.
How to contact us
To start a return, cancellation or exchange request, please email:
Please include your order number, name, contact details and the item or items you would like to return.
Returns should not be sent back without contacting us first, so that we can confirm the return details and make sure your return is processed correctly.
You may also request to cancel your order before it has been fulfilled or dispatched by emailing us at info@hellopossums.co.uk as soon as possible.
Our 30-day returns policy
In addition to your legal rights, we offer a 30-day returns period from the date you receive your order.
To be eligible for a return under our 30-day returns policy, items must be:
- Unused, unworn and in their original condition
- Returned with any labels, tags and original packaging where applicable
- Accompanied by your receipt, order confirmation or other proof of purchase
We reserve the right to refuse a return or reduce the refund if an item is returned used, damaged, worn, washed, marked, scented, missing tags, or otherwise not in a resalable condition, unless the item was faulty when you received it.
Your legal right to cancel an online order
If you are buying as a consumer online, you may have the legal right to cancel your order without giving a reason.
You may also request to cancel your order before it has been fulfilled or dispatched by emailing us at info@hellopossums.co.uk as soon as possible.
For customers in the European Union, you have the right to cancel your order within 14 days of receiving your goods. If your order arrives in more than one parcel, the 14-day period starts from the day you receive the final item in that order.
Returning items after you cancel
Once you have told us that you wish to cancel, you must send the goods back to us without undue delay and no later than 14 days from the day you notified us of your cancellation.
Please return items to:
Hello Possums Returns
Unit 1 The Granary
Highlands Farm
London Road
Bolney
Haywards Heath
RH17 5PX
United Kingdom
We recommend using a tracked or recorded postal service and keeping proof of postage, as the parcel remains your responsibility until it reaches us.
Who pays for return postage?
Unless an item is faulty, damaged or incorrect, you are responsible for paying the cost of return postage.
We do not provide prepaid return labels for change-of-mind returns.
If your item is faulty, damaged or you received the wrong item, please contact us before returning it so that we can advise you on the next steps.
Refunds
Once we have received your return, or you have provided evidence that you have sent it back, we will inspect the item and let you know whether your refund has been approved.
For returns made under your legal right to cancel, we will refund you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
For returns made under our 30-day goodwill returns policy, approved refunds will usually be processed within 5–7 business days of us receiving and inspecting the returned item.
Refunds will be made to the original payment method used for the order.
Please note that your bank, card provider or payment service may take additional time to make the funds available in your account.
Original delivery charges
If you cancel your whole order under your legal right to cancel, we will refund the cost of the item or items you are returning and the standard outbound delivery charge.
If you chose a premium, express or upgraded delivery service, we only refund the amount of our standard delivery charge.
If you return only part of an order, the original delivery charge may not be refunded unless required by law.
Original delivery charges are not refunded for returns made under our 30-day goodwill returns policy, unless the item was faulty, damaged or incorrect.
Exchanges
If you would like to exchange an item for a different size, colour or product, please email us at:
Exchanges are subject to availability.
If the item you want is unavailable, we can offer a refund in line with this policy.
Faulty, damaged or incorrect items
Please inspect your order when it arrives.
If an item is faulty, damaged, or you have received the wrong item, please contact us as soon as possible at:
Please include your order number and, where possible, photographs of the issue so that we can assess the problem and make it right.
Your statutory rights are not affected by this policy.
Items that cannot be returned
The following items cannot usually be returned unless they are faulty:
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Gift cards
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Personalised, customised or made-to-order items
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Items that have been worn, washed, used, damaged or altered after delivery
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Items returned without tags, labels or original packaging where this affects resale
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Items sealed for hygiene reasons, where the seal has been broken after delivery
Sale or clearance items may be excluded from our 30-day goodwill returns policy where clearly marked as final sale. This does not affect any legal cancellation rights or your statutory rights if an item is faulty, damaged or not as described.
Questions
If you have any questions about a return, refund, exchange or cancellation, please contact us at:
Thank you for shopping with Hello Possums.