Refund policy

Changing your mind
You can cancel an online order without giving a reason until 14 days after you, or someone you nominate other than the carrier, receives the goods. If goods from one order arrive separately, the period ends 14 days after you receive the last item.

To cancel, send a clear message to highlandhomewarejtd@gmail.com or write to Whiteside, Brasswell, Dumfries, Dumfries & Galloway, DG1 3JZ, United Kingdom. Include your order number if available. You may use the cancellation form below, but you do not have to. Sending your cancellation notice before the deadline is sufficient.

Please contact us before posting items so we can provide the correct return address. Send the goods back within 14 days after telling us you are cancelling, unless we arrange collection. Keep proof of posting. For change-of-mind returns, you pay the direct cost of return postage unless we agree to cover it. We do not charge a restocking fee.

In some cases, we may issue a refund without requiring you to return the item. We will confirm this in writing. If we confirm that no return is needed, you do not need to post the item back, and we will issue the refund within the applicable refund deadline. Your statutory rights are not affected.

You may inspect goods as you would in a shop. We can reduce a refund only to reflect loss in value caused by handling beyond what is necessary to check their nature, characteristics and functioning. Please package returns securely; original packaging is helpful but is not a condition of your statutory cancellation rights.

Refunds
When you cancel the whole order, we refund the items and the cost of our least expensive standard delivery option. Any extra amount paid for a premium delivery option is not refundable under the change-of-mind cancellation right.

For a change-of-mind cancellation, we refund without undue delay and within 14 days after we receive the returned goods or, if earlier, receive evidence that you sent them back. If we arrange collection, or no goods were supplied, we refund within 14 days of your cancellation notice. Refunds go to the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.

Faulty, damaged or incorrect goods
Please contact highlandhomewarejtd@gmail.com with your order number and a description of the problem. Photos can help us resolve it, but are not a condition of your legal rights. If goods are faulty, not as described or unfit for their purpose, you have statutory rights. These normally include a 30-day right to reject faulty goods for a full refund, followed by rights to repair or replacement and, where applicable, a price reduction or refund. We cover reasonable return costs for goods you are entitled to reject as faulty or incorrect. Sale items have the same statutory rights as full-price items.

If we offer clearly personalised goods or goods made to your specifications, the usual change-of-mind cancellation right does not apply to those items. We will identify this before purchase. Your rights if those goods are faulty or not as described still apply.

We are responsible for resolving your purchase with us even where a supplier ships or receives the goods. Supplier processing does not remove your statutory rights or extend legal refund deadlines.

Optional cancellation form
To: Highland HomewareJTD, Whiteside, Brasswell, Dumfries, Dumfries & Galloway, DG1 3JZ, United Kingdom, highlandhomewarejtd@gmail.com
I/We notify you that I/We cancel my/our contract for these goods:
Goods:
Order number (if available):
Ordered on / received on:
Consumer name(s):
Consumer address:
Consumer signature(s), only if sending on paper:
Date:
Delete whichever does not apply.

Australian customers
Our 14-day change-of-mind policy is an additional benefit. Your Australian Consumer Law rights are not limited by the 14-day cancellation or 30-day rejection periods described above. For a major failure, you may choose a refund or replacement. Other failures must be remedied within a reasonable time, and further remedies may apply if they are not. These rights apply in addition to this policy.