Refund policy

Overview

We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be eligible for a return, exchange, or refund in accordance with this policy and your statutory rights under UK consumer law.

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Change of Mind Returns

If you purchase from us online, you have the right to cancel your order within 14 days of receiving your items without giving a reason.

To exercise your right to cancel, please contact us within 14 days of delivery.

Returned items must be:

    Unworn and unused.
    In their original condition.
    Returned with any tags attached where applicable.
    Returned in the original packaging where reasonably possible.

Once we receive and inspect the returned item(s), we will process any refund due within 14 days.

Sensory and Comfort Considerations

Our products may be designed with features intended to support comfort and sensory preferences. However, sensory experiences are highly individual and may vary from person to person.

Product descriptions are provided to help customers make informed purchasing decisions but do not guarantee a particular comfort, sensory, or personal experience.

If a product is not suitable for your individual preferences, you may return it in accordance with this policy.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, defective, or incorrect, please contact us as soon as possible and provide:

    Your order number.
    A description of the issue.
    Photographs where appropriate.

Where an item is confirmed to be faulty, damaged, or incorrectly supplied, we will provide an appropriate remedy, which may include a replacement, repair, refund, or exchange in accordance with your statutory rights.

Non-Returnable Items

Unless faulty or not as described, the following items cannot be returned:

    Personalised or custom-made products.
    Gift cards.
    Any item clearly marked as non-returnable at the time of purchase.
    Sealed items that are unsuitable for return for hygiene reasons once opened.

Return Shipping

Customers are responsible for return shipping costs unless:

    The item is faulty.
    The item is damaged upon arrival.
    We have sent the wrong item.

We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.

Refunds

Approved refunds will be issued using the original payment method where possible.

Original delivery charges will only be refunded where required by law.

Refund processing times may vary depending on your payment provider.

Exchanges

Where stock is available, we may offer exchanges for different sizes, colours, or products. If an exchange is not possible, a refund may be offered in accordance with this policy.

How to Request a Return

To start a return, you can contact us at contact@heysonny.co.uk. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please include:

    Your full name.
    Order number.
    Item(s) being returned.
    Reason for return.

We will provide instructions for returning your item(s).

You can always contact us for any return question at contact@heysonny.co.uk.