Refund policy

Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at hello@heavygretel.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@heavygretel.com.


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.

Please notify us of any damages or issued within seven days of receiving your order. 

Wilful, malicious damage or negligence will void any rights you have to take advantage of the refund or exchange policies.

Goods which are thought to be faulty after this time will be treated case by case. Please contact Heavy Gretel to discuss the problem.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Prices

Prices shown on the site are in £ GBP and are inclusive of VAT. We reserve the right to change the prices at any time without prior notice to you. We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.

Orders

All orders are subject to acceptance and availability of goods ordered. Heavy Gretel reserves the right to refuse any order.

Description of goods

Every effort has been made to ensure all images are a true representation of the finished product but due to the handmade nature of Heavy Gretel's products, slight variations may occur between pieces. Handmade products may vary slightly in colour and finish due to the nature of the processes and materials used. Please note that colours and images may vary depending on the monitor and browser you are using. Images may not be actual size. Please refer to the individual product dimensions provided for the actual size of each piece.