Refund policy

Returns & Refunds Policy

At Cane Hamilton, we accept returns of both faulty and non-faulty goods in accordance with your UK consumer rights.

For returns, cancellations or questions about this policy, contact canehamiltonsupport@gmail.com.

1. Your right to cancel

You may cancel your online purchase without giving a reason from the time you place your order until 14 days after the day you receive your goods.

If goods from one order are delivered separately, the cancellation period ends 14 days after the day you receive the last item.

To cancel, email us with a clear statement that you wish to cancel. Please include your order number and name so we can identify your purchase. You may use the cancellation form below, but this is optional.

You must send the goods back within 14 days after notifying us of your cancellation. You do not need our approval to exercise your statutory right to cancel.

2. How to return your items

Returns are made by post to the UK returns address shown above. Contact us if you need help with the return instructions.

Pack the items securely and include your order number or other details that allow us to identify your return. We recommend retaining proof of postage. A tracked service is recommended but is not a condition of your statutory cancellation rights.

If your order has already been dispatched when you cancel, you will need to return it under this policy.

3. Condition of returned items

You may inspect and try on clothing as you would in a shop to assess its nature, characteristics and fit.

Please keep labels attached where possible and return any original packaging and accessories supplied with the item.

We may make a reasonable deduction for any reduction in value caused by handling beyond what is necessary to inspect the item. This may include wearing clothing beyond trying it on, washing it, altering it or damaging it.

Missing packaging or detached labels do not automatically remove your statutory cancellation rights. Any deduction must reflect an actual reduction in value and be permitted by law.

4. Return postage and fees

For a change of mind, an unsuitable fit, or a size or colour you selected incorrectly, you are responsible for the direct cost of return postage. You arrange and purchase the return postage yourself.

If an item is faulty, damaged on arrival, incorrect or not as described, Cane Hamilton will cover reasonable and necessary return costs. Contact us so we can arrange a prepaid return or agree reimbursement of reasonable postage costs.

We do not charge restocking fees or cancellation administration fees.

5. Refunds following cancellation

We will refund the amount paid for the returned goods.

If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option offered when you ordered. Any additional amount paid for an upgraded delivery service is not refundable under the statutory cancellation right.

For a partial return, delivery charges are refunded where required by law.

We will issue your refund without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds are made to your original payment method unless you expressly agree otherwise, without additional refund fees. Your payment provider may take additional time to display the credit in your account.

Where no goods were supplied, we will issue the cancellation refund within 14 days of being informed of your decision to cancel.

6. Faulty, damaged, incorrect or misdescribed goods

Your rights concerning faulty goods are separate from your right to cancel because you have changed your mind.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

You generally have a short-term right to reject goods that do not meet these requirements within 30 days of delivery and receive a refund.

After this period, you may be entitled to a repair or replacement and, where the legal conditions are met, a price reduction or refund. These rights can continue beyond the cancellation period in this policy.

Email us with your order details and a description of the problem. Photographs may help us assess the issue, but we do not require an unboxing video to exercise your statutory rights.

Where you are entitled to a refund for faulty goods, we will make it without undue delay and within 14 days of agreeing that you are entitled to it.

7. Exchanges

We do not offer direct exchanges for changes of size, colour or preference. Instead, return the eligible item for a refund and place a new order for the item you would like.

This does not affect your statutory right to a replacement where goods are faulty or otherwise fail to conform to the contract.

8. Sale items and statutory exceptions

Sale and discounted items have the same statutory cancellation and faulty-goods rights as full-price items.

The statutory change-of-mind cancellation right does not apply to genuinely personalised goods or goods made to your individual specifications.

It may also not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons if the seal has been broken after delivery. This exception applies only where the legal conditions are met and does not apply to ordinary clothing simply because it has been tried on.

These exceptions do not remove your rights if goods are faulty, incorrect or not as described.