Returns & Refunds

We hope every Hansel order feels considered. If something isn’t quite right, we’re here to make the returns process as simple as possible.

Changing your mind

Most standard-stock products purchased online can be returned if you change your mind.

Please email hello@hanseluk.co.uk within 14 days of receiving your order. Include your order number and details of the item you would like to return.

Once you have notified us, you will have a further 14 days to send the item back. We will reply with the return instructions and postal address.

Return conditions

To qualify for a change-of-mind return, the product should be:

• Unused and in its original condition;
• Returned with its original packaging where possible; and
• Securely packaged to prevent damage during transit.

You are responsible for the cost of returning change-of-mind items. We recommend using a tracked postal service and retaining your proof of postage, as the returned goods remain your responsibility until they reach us.

Personalised and bespoke products

Products made to your specifications or personalised especially for you cannot normally be returned because you have changed your mind.

This exclusion does not affect your rights if the product is faulty, damaged, incorrect or not as described.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at hello@hanseluk.co.uk.

Please include your order number, a description of the problem and clear photographs where appropriate. Depending on the circumstances, we may offer a refund, repair or replacement. Hansel will cover reasonable return costs for qualifying faulty, damaged or incorrect items.

Refunds

Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

If you return your complete order, we will also refund the cost of our least-expensive standard delivery option. Additional delivery charges for express, premium or other upgraded delivery services are not refundable.

If you return only part of an order, the original delivery charge will not normally be refunded.

After a refund has been processed, your bank or payment provider may require additional time to show the funds in your account.

How to start a return

1. Email hello@hanseluk.co.uk within the applicable return period.
2. Include your name, order number and the item you wish to return.
3. Wait for our return instructions and postal address before sending the item.
4. Package the item securely and retain your proof of postage.

Need help?

If you have any questions about a return or refund, please contact our customer care team at hello@hanseluk.co.uk.

Hansel is a trading name of Stoad Limited, company number 14154629.

Nothing in this policy affects your statutory rights.