Refund & return policy
Humanity Over Everything Return & Refund Policy
Returns
We hope you are happy with your Humanity Over Everything purchase. If you change your mind, we offer a 30-day return policy. This means you have 30 days from the date you receive your order to request a return.
To be eligible for a return under our 30-day returns policy, your item should be returned in its original condition, with its original tags attached and, where reasonably possible, in its original packaging. You may inspect and try on clothing as you would reasonably do in a shop, but items should not be worn beyond this, washed, altered, damaged or marked.
You will also need your order number or other proof of purchase.
To request a return, please contact us at susie@hoeg.uk before sending your item back. We will provide you with return instructions and the appropriate return address in London, United Kingdom.
Please do not send a return without first contacting us.
Return postage
Unless the item is faulty, damaged, incorrectly described or we have sent you the wrong item, you are responsible for the cost of returning the item to us.
We recommend using a tracked postal service and keeping proof of postage until your return has been processed. Humanity Over Everything cannot take responsibility for returned items that are lost in transit before they reach us.
Where an item is faulty, damaged, incorrectly described or incorrectly supplied, please contact us at susie@hoeg.uk so that we can arrange an appropriate resolution in accordance with your legal rights.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If your item is faulty or damaged, or you have received the wrong item, contact us as soon as reasonably possible at susie@hoeg.uk, including your order number and details of the issue.
Where helpful, we may ask you to provide photographs so that we can assess the problem and resolve it as quickly as possible.
Nothing in this policy affects your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour or product, please request a return for the original item. Once appropriate, you can place a separate order for the item you would like instead. This helps ensure that the replacement item is not reserved or sold out while your return is in transit.
UK cancellation rights
If you are a UK consumer purchasing online, you generally have a legal right to cancel your order without giving a reason within 14 days of receiving the goods.
After notifying us that you are exercising this cancellation right, you have a further 14 days to return the goods.
Where the statutory cancellation right applies, we will refund the amount paid for the returned goods together with the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, any additional delivery cost above our standard delivery charge will not normally be refunded.
You are entitled to inspect and handle the goods as you reasonably would in a shop. We may make a deduction from a refund where the value of an item has been reduced as a result of handling beyond what is reasonably necessary to establish its nature, characteristics and fit, where permitted by law.
These statutory cancellation rights are separate from, and are not reduced by, our voluntary 30-day returns policy.
International returns
We accept eligible returns from international customers under our 30-day returns policy.
Unless the item is faulty, damaged, incorrectly described or incorrectly supplied, international customers are responsible for return shipping costs and any associated return postage arrangements.
When returning goods internationally, please follow the return instructions we provide. Humanity Over Everything is not responsible for customs charges incorrectly incurred because a return has been declared or documented incorrectly by the sender.
Customers may also have additional consumer rights under the laws applicable in their country or region. Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.
Refunds
Once we receive your return, we will inspect it and let you know when your refund has been processed.
Approved refunds will be made to your original payment method. The time it takes for the refund to appear in your account can vary depending on your bank or payment provider.
Where UK statutory cancellation rights apply, refunds will be made within the time required by applicable law. This is generally within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, where applicable.
Sale items
Sale or promotional items are subject to the same statutory rights as full-price items. Any additional voluntary return conditions applying to a particular promotion will be clearly stated at the time of purchase.
Your statutory rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any rights you have under applicable consumer law. Goods sold to UK consumers must, among other requirements, be as described, of satisfactory quality and fit for purpose.
Contact
For return or refund enquiries, please contact:
Humanity Over Everything
Email: susie@hoeg.uk
London, United Kingdom