Return & Refund Policy

Thank you for shopping at Hedge Haute! We are committed to providing unique, quality products printed especially for you.

Due to the print-on-demand nature of our business, where items are created specifically for each order, our return policy focuses on correcting issues related to manufacturing errors or damage during transit.

Please read this policy carefully before making a purchase.

1. Return Window

  • You have 14 days from the date you receive your order to report any issues and request a return or replacement for eligible reasons (see Section 2).
  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

2. Eligible Reasons for Returns/Replacements

We will gladly offer a replacement or refund for items that meet the following criteria:

  • Damaged in Transit: The item arrives physically damaged (e.g., broken mug, torn apparel).
  • Defective Product: The item has a clear manufacturing defect (e.g., faulty seam on apparel, flaw in the material).
  • Significant Printing Error: The printed design is markedly different from the product image (e.g., wrong design entirely, print significantly misaligned or blurry). 
    • Note: Minor colour variations between screen representation and physical product may occur and are not considered defects.
  • Incorrect Item Received: You received a completely different item, size, or design than what you ordered, due to our error.

3. Ineligible Reasons for Returns/Replacements

Due to the custom, made-to-order nature of our products, we generally cannot accept returns or offer refunds/replacements for the following reasons:

  • Change of Mind: You decided you no longer want the item.
  • Incorrect Size Ordered: You ordered the wrong size. We strongly advise checking the size charts provided on product pages before ordering.
  • Minor Colour Variations: Colours may appear slightly different on screen compared to the physical product due to monitor settings and printing processes.
  • Customer Input Errors: Mistakes made by the customer during customization (e.g., typos in personalized text).
  • Damage from Misuse or Wear & Tear: Issues arising after the item has been used, washed, or handled improperly.
  • Non-Defective Custom Items: Items that were customized according to your specifications (e.g., uploaded logos, added names) cannot be returned unless there is a manufacturing defect or printing error as described in Section 2.

4. How to Initiate a Return/Replacement Request

If your item meets the eligibility criteria in Section 2, please follow these steps within the 14 days return window:

  • Contact Us: Email us immediately at hedgehaute@gmail.com
  • Provide Details: In your email, please include:
    • Your Order Number (e.g., #1234)
    • A clear description of the issue (damage, defect, error).
  • Photographic Evidence: Attach clear photos or videos showing the damage, defect, or error. This is crucial for us to assess the issue quickly and process your request.
  • Await Instructions: Do not send items back without contacting us first. We will review your request and evidence. If approved, we will provide instructions on the next steps, which may or may not involve returning the physical item.

5. Return Shipping

  • If we require you to return a defective or incorrect item, Hedge Haute will typically cover the cost of return shipping only if the return is due to our error (as defined in Section 2). We will provide instructions on how this will be handled.
  • For returns initiated for reasons deemed ineligible, the customer is responsible for return shipping costs.

6. Refunds or Replacements

  • Once an issue is verified (often via the photographic evidence), we will offer a replacement of the same item (our preferred solution for POD issues) or a refund to your original payment method, at our discretion based on the circumstances.
  • Refunds may take 7-14 business days to appear in your account, depending on your bank or payment provider.
  • Original shipping costs are non-refundable unless the return is due to our error.

7. Exchanges

  • Due to our print-on-demand process, we generally do not offer direct exchanges (e.g., swapping for a different size or design). If you ordered the wrong size, please refer to Section 3.
  • If your item is eligible for return due to defect/error (Section 2), we will typically offer a replacement of the correct item as originally ordered or a refund.

8. Non-Returnable Items

  • Gift cards
  • Sale or clearance items (unless defective as per Section 2)
  • Customized items without defects (as per Section 3)

9. Contact Us

  • If you have any questions about our Return & Refund Policy, please contact us at hedgehaute@gmail.com.