Refund policy

Last updated: 17 October 2026

This policy doesn't affect your statutory rights as a UK consumer.

1. Changed your mind? You have 14 days to cancel

You can cancel your order for any reason within 14 days from the day you (or someone you nominate) receive the goods. To cancel, email us at hollinhearth@gmail.com with your order number, or use the cancellation form below. You then have a further 14 days to send the item back.

Returns are free. If you cancel within the 14-day window, we pay the return postage. It costs you nothing: there's no label fee, and nothing is deducted from your refund for return postage. Once you've told us you want to cancel, we'll email you a prepaid Royal Mail Tracked 48 returns label. Please use that label rather than paying for postage yourself.

Where returns go: Tyrone Brown trading as Hollin & Hearth, 30 Squirrel Close, Hounslow, TW4 7NX (this address is printed on your prepaid label). Please don't send returns to our supplier.

Returnless refunds (change of mind only). For change-of-mind returns of some low-cost items, we may refund you without needing the item back. We'll tell you when you contact us. If we don't need the item back, your refund goes out within 14 days of you telling us you're cancelling. This is at our discretion and never reduces your rights. If we do ask for the item back, the free return and full refund still apply.

Your refund: we'll refund the price you paid plus any delivery charge you paid within 14 days of receiving the item back (or of you giving us proof that you've sent it, if earlier). The refund goes to your original payment method. You may handle the item as you would in a shop. If it has been used beyond that, we may reduce the refund to reflect the loss in value.

2. Faulty, damaged or not as described

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

Within 30 days of delivery: you can reject a faulty item for a full refund.
After 30 days (up to 6 months): we'll repair or replace it. If that isn't possible, or doesn't fix the problem, you can have a refund (which may be reduced after 30 days, as the law allows).
After 6 months: you still have rights, but you may need to show that the fault was there when it was delivered.

For faulty items, email hollinhearth@gmail.com with your order number and a photo of the problem. We cover the return postage, and we may not need the item back at all.

3. Cancelling before dispatch

If your order hasn't been dispatched yet, email us and we'll cancel it and refund you in full.

4. Model cancellation form

(Complete and return this form only if you wish to withdraw from the contract. You don't have to use it. An email saying you want to cancel is fine.)

To: Tyrone Brown trading as Hollin & Hearth, 30 Squirrel Close, Hounslow, TW4 7NX, United Kingdom. Email: hollinhearth@gmail.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

(Please add your order number if you can, as it helps us find your order.)

Contact

Tyrone Brown trading as Hollin & Hearth · 30 Squirrel Close, Hounslow, TW4 7NX · hollinhearth@gmail.com