Refunds & Exchanges

Refunds and Exchanges

Exchange orders

Once we receive back the original item, the replacement will be dispatched in accordance with the normal delivery terms and processes.

Refunds

Once we have received back the original item, the refund will be made using the same payment method. Refunds will not be issued until goods are received back at our premises. If you have simply changed your mind or ordered an incorrect size, we will still provide a full refund.

Items may be returned at your cost within 14 days of receipt of the goods. Goods must be returned in the original condition, including packaging. We cannot refund any made-to-measure or altered items. These items are exempt under the Consumer Contracts Regulations 2014 as these are tailor-made to your specifications.

If you item arrives in an unsatisfactory condition or is damaged in transit, please contact us immediately and we will sort out the best solution.

You may cancel your order at any time before goods are shipped, tailor-made items excepted if work has commenced. These terms and conditions are in addition to your statutory rights which remain unaffected.

Return Address

All items should be returned in their original condition to:

HB Longbone & Son
1-3 Walkergate
Berwick-upon-Tweed
Northumberland
TD15 1DB

We cannot be held responsible for lost or stolen parcels and strongly recommend that you obtain suitable proof of posting when returning goods.

How to Return an Item

If, for any reason, you wish to return a product, please notify us within 7 days of receiving your goods by e-mailing [email protected].

Return your goods in an unused condition and in the original packaging for a full refund of the cost of your goods. Sorry, but we cannot refund postage.

Our address is:
HB Longbone & Son
1-3 Walkergate
Berwick-upon-Tweed
Northumberland
TD15 1DB

This does not affect your statutory rights. It is the customer’s responsibility to ensure the safe return of goods to HB Longbone & Son.

Out-of-Stock Items

If any item that you order is out of stock, we will get in touch with you as soon as possible to let you know. You will have the option of having it back-ordered for you or cancelling altogether.

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