Returns, Refunds, and Exchanges Policy
At HT, we take great pride in the quality and uniqueness of our merchandise, celebrating 100 years of history. However, if for any reason you are not completely satisfied with your purchase, we are here to help.
Eligibility for Returns/Exchanges
Timeframe: You have 14 days from the date of delivery to request a return or exchange.
Condition: Items must be returned unused, unwashed, and in their original packaging with all tags and labels intact.
Exclusions: Customised products (such as ‘birthday books’), clearance items, and personalised orders are non-returnable unless faulty.
Initiating a Return/Exchange
To start a return or exchange, please contact our customer service team at support@htmerch.com with your order number and a brief explanation. You will receive a return authorisation and instructions on how to proceed.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, the refund will be processed via your original method of payment within 7-10 working days.
Please note, any shipping fees associated with your original order are non-refundable.
Exchanges
We offer exchanges for the same item if it is defective, damaged, or you received the wrong product. If the requested exchange item is unavailable, you may opt for a refund.
If exchanging for a different product (subject to stock availability), any price difference will need to be settled.
Damaged or Faulty Items
If your item arrives damaged or faulty, please reach out to us within 48 hours of receipt with photographic evidence. We will arrange a replacement or issue a refund, including shipping costs.
International Returns
For international orders, customers are responsible for the return shipping costs unless the item is defective or incorrect. Please ensure you use a trackable shipping method to avoid any loss or delay.
Corporate/Bulk Orders
Custom orders placed in bulk or for corporate gifting are subject to different terms. Please refer to your order agreement or contact us for specific return/exchange conditions.
