Returns Policy

WHAT IS OUR POLICY ON RETURNS?

In the unfortunate event that your Hairyworm product is received damaged or defective, or it does not match the description from our website, please contact us providing images showing the issue with the product. Once we accept this return case you can post the item to us. We must be notified about the issue within 14 days of receipt, from here we will issue a full refund or resend you the correct item. Please ensure the item is returned unused and with a copy of the dispatch note or order number. If you do choose the option of a refund, we will reimburse the postal fee paid once we receive the product back. This is only applicable if the item has been damaged, defective or incorrectly supplied.

THE ITEM IS THE WRONG COLOUR/DESIGN OR SIZE

If we have sent you an item in the wrong colour or size by mistake, you can return it and we will reprint it for you. However, if we have sent you the correct colour or size you ordered but it isn’t what you expected or if you ordered incorrectly by mistake then, unfortunately, we cannot reprint this free of charge. Please take extra care when choosing your colours and double check you are happy before you finalise your order.

THE DELIVERY ADDRESS I GAVE WAS INCORRECT

I know this seems like common sense, but you would not believe the number of orders we have had returned to us because the customer has entered the incorrect address. This could be as simple as an incorrect postcode, or a completely different address if you have moved and have your previous address saved on your account. Please ensure that your address is correct when you complete your order. If your item is returned by the postal service due to an insufficient or incorrect address, we will notify you straight away. We can then resend the item at the cost of the postage, which will need sending to us before we re-dispatch the item.

WHAT TO DO IF THE ITEM IS FAULTY

If the product we have sent you is faulty or damaged please do not hesitate to contact us via one of the contact options on our Contact Us page so we can discuss your options and get this resolved for you.

To optimise the speed of dealing with a return of a faulty, damaged or incorrect product please include in your email, your name or the name of the customer who purchased the product, your order number and the reason for your return request. We will require photos of the product showing the defect before a return can be accepted.