Refund policy

Return & Refund Policy

1. RETURN PERIOD

You have 30 calendar days from the delivery date of your order to initiate a change-of-mind return request.

For items with significant defects or faults, your statutory consumer rights under applicable United Kingdom consumer law apply. These rights may extend beyond this 30-day period.

You also have the statutory right to cancel most online purchases within 14 days of receiving your order, without giving a reason.

2. COST SUMMARY

To ensure full transparency, below is a summary of any costs related to returns:

  • Restocking fees: £0.00
  • Return shipping (defective, damaged, or incorrect item): £0.00. Henry and Clover covers all return shipping costs.
  • Return shipping (change of mind): At the customer’s expense.

Currency: Amounts are shown in GBP (£).

3. RETURN CONDITIONS

To be eligible for a change-of-mind return, the item must meet the following requirements:

  • The item must be unused, unwashed, and in its original condition.
  • All original tags, labels, and packaging must be intact and undamaged.
  • Proof of purchase (order number or receipt) must be provided.

The following items are not eligible for a voluntary change-of-mind return:

  • Items marked as “Final Sale” at the time of purchase, where permitted by law.
  • Perishable goods, underwear, or hygiene-sensitive items (e.g. earrings or swimwear, where applicable), where the law permits their exclusion.
  • Items used, altered, or damaged by the customer.

Nothing in this section affects your statutory consumer rights.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or different from what you ordered, Henry and Clover will arrange a replacement or a full refund at no additional cost to you.

For items clearly damaged on delivery, we may not require you to physically return the item. In other cases, we will arrange and cover the return shipping costs.

Action required: Contact us as soon as possible at info@henryandclover.co.uk. Include your order number, a clear photo of the item and packaging, and a brief description of the issue.

We will review your request and arrange an appropriate solution, such as a replacement or refund, in accordance with your statutory rights.

5. HOW TO INITIATE A RETURN (CHANGE OF MIND)

To ensure a smooth return process, please follow these steps:

  1. Contact us first: Please do not send items without contacting us. Email info@henryandclover.co.uk with your order number and the reason for the return.
  2. Receive instructions: Our customer service team will respond within 1 business day (Monday–Saturday) with specific instructions and the correct return address.
  3. Ship the item: Pack it securely and send it to the return address provided. We recommend using a trackable shipping method.

For change-of-mind returns, the customer is responsible for the return shipping costs. This does not apply to defective, damaged, or incorrect items, for which Henry and Clover covers the return shipping costs.

6. EXCHANGES (SIZE OR COLOR REPLACEMENT)

We offer free exchanges for size or color on the same item, subject to stock availability. To request an exchange:

  • Contact us within 30 days of delivery at info@henryandclover.co.uk, indicating your order number, the item to be exchanged, and the new size or color desired.
  • Availability check: Our team will confirm the availability of the new item within 1 business day. If the requested item is not available, we will offer you a refund or store credit of equal value, where permitted by law.
  • Exchange shipping: Once we have received and verified the original item, we will ship the new item at no additional shipping cost to you.
  • Conditions: The item to be exchanged must meet the same conditions required for returns (unused, unwashed, with original tags and packaging intact).

Exchange shipping costs:

  • Shipping the new item to the customer: £0.00 (covered by Henry and Clover).
  • Return shipping of the original item: At the customer’s expense for change-of-mind exchanges.
  • Exchange for a defective or incorrect item: £0.00 (both shipments covered by Henry and Clover).

Only one free exchange per order is permitted. For additional exchanges on the same item, we recommend proceeding with a return and a new purchase.

7. RETURNS ADDRESS

All approved returns must be sent to the return address provided by our customer service team.

Important: Please contact us at info@henryandclover.co.uk before sending any return. We will provide you with the correct return instructions and address.

Please do not send returns to an address that has not been confirmed by our customer service team.

8. REFUND PROCESSING

Once we have received and verified your returned item, we will notify you by email regarding the approval or rejection of the refund.

If approved, the refund will be processed to the original payment method. Refunds will be issued within the time required by applicable consumer law.

For statutory cancellations, refunds will include the standard delivery costs paid at the time of the order. Any additional costs for premium or express delivery are non-refundable where permitted by law.

Return shipping costs for change-of-mind returns remain the customer’s responsibility.

No restocking fees: We do not charge any restocking fees. Processing times may vary depending on your bank or payment provider.

9. CONSUMER RIGHTS

Our products are covered by statutory consumer rights under applicable United Kingdom consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

For most online purchases, you have the right to cancel your order within 14 days of receiving the item, without needing to provide a reason. After notifying us of your cancellation, you generally have a further 14 days to return the item.

If an item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund under applicable law.

Withdrawal notice: To exercise your right of withdrawal, email info@henryandclover.co.uk with a clear statement that you wish to cancel your order and include your order number. You do not have to use a specific form.

Nothing in this Return & Refund Policy limits or excludes your statutory consumer rights.

10. CANCELLATION POLICY

If you wish to cancel your order, please contact us at info@henryandclover.co.uk as soon as possible.

We will do our best to cancel your order before it is processed or dispatched. If your order has already been processed or dispatched, you may need to wait until it arrives and then follow the return procedure.

This does not affect your statutory right to cancel an eligible online purchase within the applicable 14-day cancellation period.

11. CONTACT AND COMPANY INFORMATION

For any questions or concerns regarding our Return & Refund Policy, please contact us:

  • Business name: Henry and Clover
  • Email: info@henryandclover.co.uk
  • Response time: Within 24 hours
  • Returns address: Please contact us by email for return instructions and the correct return address.