We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return.
You then have 14 days after the return is accepted to get the item(s) back to us. Falling outside the 28 day period may lead to us not accepting the return.
To be eligible for a return, your item(s) must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
If we receive any returned item(s) back not in the same condition as sent, we have the right to offer a partial refund or not accept the item back at all. The partial amount will depend on the condition it’s received in, typically 20 - 50% reduction from price paid.
To start a return, you can contact us at sales@hicapahub.co.uk. If your return is accepted due to faulty goods, we will send you a returns label. Simply package the item(s) you are returning and drop it off at a post office, please make sure to get a receipt as proof of postage. If you have just changed your mind on the product(s), you will be responsible for the shipping of the product(s) back to us. Items sent back to us without first requesting a return will not be accepted.
Once we have your returned item(s) and we are happy to refund you, we will refund the full amount back minus the original shipping cost (if it’s change of mind) and minus the return shipping amount if applicable.
You can always contact us for any return questions at sales@hicapahub.co.uk or call us on 01332480323
Cancellations of orders before shipping
If you wish to cancel your order before receiving your tracking number, please contact us as soon as possible at sales@hicapahub.co.uk or call us on 01332 480323.
Please note: Our team is available to respond to calls and emails Monday to Friday, 9:00am – 5:00pm. Messages received outside these hours will be addressed on the next working day. (Weekends excluded.)
Damages and issues
Please inspect your order upon reception and contact us immediately if an item is defective, damaged or if you receive the wrong item(s), so that we can evaluate the issue and make it right.
If there are any issues, you must let us know before using the product(s). Once a product(s) has been used, we won’t be able to offer a refund or resolve any issues.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders, two-toned or personalised items). We also do not accept returns for hazardous materials, or gases. Please get in touch if you have questions or concerns about your specific item.
If the item is unreceived, we will happily replicate your order and ship it out or offer you store credit for the full amount.
Unfortunately, we cannot accept returns on sale items, 'Pre-Loved' items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item(s) you have, once the return is accepted, make a separate purchase for the new item(s).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund - (Usually 3-5 working days). With International orders, orders in which are faulty we will cover all costs to make things right. If you refuse your order due to tax rates when it reaches your county (International orders aren't charged Tax at checkout), we can only refund you for the amount of your product minus the initially shipping cost and minus the shipping cost back to us. (Example - Product £100, initially shipping cost £20, cost back to us £20. Total refund amount would be £60)
Pre-Orders
We are unable to issue refunds on Pre-ordered products. This is due to us having to secure limited quantities from suppliers before hand.
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. Weekends and public holidays are included in this period.
To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires. You can do this by:
Once we receive your withdrawal request, we will refund all payments received from you, including standard delivery costs, within 14 days of receiving the returned goods or proof that you have sent them back — whichever is earlier. Refunds will be made using the same payment method as your original transaction.
No restocking fee applies to EU withdrawal returns. However, if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning (i.e. more than you would reasonably do in a shop before purchasing), we reserve the right to deduct an amount reflecting the diminished value of the goods. We will notify you of any such deduction before processing your refund.
You are responsible for the cost of returning the goods unless the item is faulty or incorrect.
Exceptions: The right of withdrawal does not apply to custom or personalised items (such as two-toned or special order products), sealed goods not suitable for return once opened for hygiene or safety reasons, or items that have been used beyond initial inspection.
