Please refer to Section 7 (Your Right to Cancel) and Section 9 (Return Policy) in our Terms and Conditions for our policies on cancellations and returns.

All returns and cancellations must be communicated to us in writing by emailing helpme@humanery.com. 

If you change your mind about your order, you have 14 days from the day of delivery to return your order at your own cost, unless the product is faulty/damaged. To be eligible for a refund, this must be in line with our Terms and Conditions.

What should I do if my parcel arrived damaged?

Normally, goods damaged in transit don’t have to be returned. Please get in touch with us at helpme@humanery.com and we will gladly facilitate a replacement to be sent to you at no additional cost. Please provide proof of damage when you contact us so that we can facilitate a speedy despatch.

What should I do if I received the wrong product?

Please get in touch with us as soon as possible at helpme@humanery.com. Please include any photos of the wrong items received so that we can facilitate a replacement for you at no additional cost.

How do I return my order?

Please get in touch with us at helpme@humanery.com so that we can provide you with the correct details of where the product needs to be returned. Please package your order ideally in the original packaging and with sufficient cushioning to avoid damage during transit.

I have returned my order, when will I be refunded?

As a marketplace, items may have to be returned to different vendors who may have different processing times. We will monitor the return and follow up with vendors on your behalf where necessary and process your refund if it is eligible as per our Terms and Conditions. The return process can take up to 10 business days. If eligible for a refund, they will be automatically issued to the original payment method used to place the order. Refunds can take up to 10 business days, depending on your payment provider.

Will I be refunded for shipping and other charges?

For orders placed with a delivery address in the UK, if your parcel arrived faulty or damaged and you paid for shipping, we will refund your shipping charges if you do not want a replacement. 

Humanery does not refund duties and charges on international orders if duties and taxes are paid by you at the delivery destination. You may be able to claim these chares back by contacting your local Customs office.

 

For further information or to get help, please follow the instructions provided on our Contact Us page.