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Refund policy
RETURNS
The period in which you can request a return is 14 days. If 14 days have passed since receipt of your purchase then we can no longer offer you a refund or exchange.
If a return is approved, your item must be unused and in the same condition that it was received. It must also be in its original packaging.
Several types of goods are exempt from being returned, including personalised and made-to-order items. If an item has been personalised or made-to-order then we are unable to provide a refund unless it is damaged or defective upon receipt.
Damaged or defective items must be reported to Hidden Moves within 48hrs of receipt of your order.
REFUNDS
Once your return is received and inspected, you will be sent an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If a refund is approved then a credit will automatically be applied to your credit card or original method of payment, usually within five working days.
LATE OR MISSING REFUNDS
If you have not received a refund within 5 working days of approval, first check your bank account.
Then contact your credit card company or electronic payment processor; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please contact us using the Hidden Moves contact page.
SALE ITEMS
Only standard priced items may be refunded. Sale items cannot be refunded unless they are found to be damaged or defective upon receipt.
EXCHANGES
We only replace items if they are damaged or defective. If you need to exchange a damaged or defective item, get in touch using our contact page and we will provide further information regarding the returns process.
Refunds or exchanges can only be provided to the person who placed the original order.
You will be responsible for paying your own shipping costs for returning your item. If you receive a refund, the basic cost of return will be refunded at the discretion of Hidden Moves.
Depending on your location, the time it takes for your newly exchanged product to reach you may vary.
If you are shipping an item over £50 you should consider using a tracked service and purchasing delivery insurance. We do not guarantee that we will receive your returned item.