Refund policy

Changed Your Mind? No Problem

At Hoyles, we want you to feel confident with every purchase. If you are not fully satisfied with your order, you may request a return within 14 days of receiving your item.

Once you have notified us that you would like to return your order, you have a further 14 days to send the item back to us.

This policy does not affect your statutory consumer rights.

Return Conditions

To process your return, exchange or refund request, the following information may be required:

  • The product should be returned in its original condition where reasonably possible.

  • Original labels, tags and packaging should be included where available.

  • Items should be securely packaged to prevent damage during transit.

  • Your order number or other proof of purchase must be provided.

  • Photos or videos may be requested if your item arrived damaged, faulty or incorrect.

You may inspect and handle products as reasonably necessary to establish their nature, characteristics and functioning.

If an item has been handled beyond what is necessary, we may make a deduction from the refund to reflect any reduction in value, where permitted by law.

We will always assess returns fairly and in accordance with applicable consumer protection legislation.

Return Shipping

Unless the item is faulty, damaged, incorrect or otherwise covered by applicable statutory rights, customers are responsible for the cost of returning their order.

Please note that our designated return facility is located in China. Customers returning items due to a change of mind are responsible for international return shipping costs.

We strongly recommend using a tracked shipping service and retaining proof of postage.

If your return relates to a faulty, damaged or incorrect product, please contact us so we can arrange an appropriate solution without unreasonable cost to you.

1. Register Your Return

To register a return, please contact our customer support team:

Email: [YOUR CUSTOMER SERVICE EMAIL]

Please include your order number and the reason for your return.

Our team will provide the appropriate return instructions.

We recommend contacting us before sending a parcel to avoid delays or incorrect routing. However, contacting us for approval is not a condition of exercising your statutory cancellation rights.

2. Prepare Your Product

Carefully and securely package the product you wish to return, preferably using its original packaging where available.

Please ensure that the item is adequately protected during transit to prevent damage.

Unless otherwise required by law, customers are responsible for return shipping costs for change-of-mind returns.

3. Send Your Parcel

Return Address — China

Recipient: Nime

Address: 5-2-2602, Fuyuexiang County, Xiangfu Street

Postal Code: 310005

District: Gongshu District

City: Hangzhou

Province: Zhejiang

Country: China

Please contact our customer support team before sending your return so we can provide any additional shipping instructions.

Email: [YOUR CUSTOMER SERVICE EMAIL]

Important Return Information

  • All change-of-mind returns must be sent to our designated return facility in China.

  • International return shipping costs are the customer's responsibility unless otherwise required by law.

  • Return shipping costs vary depending on the parcel's size, weight and shipping provider.

  • We strongly recommend using a tracked shipping service.

  • Please retain your proof of postage.

International returns may involve higher shipping costs or customs procedures. Customers should check the applicable shipping costs before purchasing or returning an item.

4. Refunds

Once your return has been received and inspected, we will notify you of the refund status.

Where you exercise your statutory cancellation right, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Refunds will be issued to your original payment method unless otherwise agreed.

For eligible cancellations, we will also refund the original standard delivery charge, where required by law. Additional charges for premium delivery options may not be refundable.

We may make permitted deductions for excessive handling of returned goods.

Please note that your bank or payment provider may require additional time to display the refund.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, not as described or incorrect, please contact us as soon as possible.

Email: [YOUR CUSTOMER SERVICE EMAIL]

Please provide your order number and a description of the issue. Photographs may help us resolve the matter more quickly, but your statutory rights do not depend on providing photographic evidence.

Depending on the circumstances and your legal rights, an appropriate solution may include:

  • A replacement product

  • A repair, where suitable

  • A full or partial refund

  • Another mutually agreed resolution

Under the UK Consumer Rights Act 2015, customers have statutory remedies for goods that are faulty, not as described or not of satisfactory quality. These rights are not limited by our standard 14-day change-of-mind return period.

Hygiene Items

For hygiene and safety reasons, certain sealed products may not be eligible for change-of-mind returns once their protective seal has been broken, where the applicable legal exception applies.

Examples may include certain:

  • Underwear

  • Swimwear

  • Cosmetics and make-up

  • Beauty and personal care products

  • Hair care or styling products

  • Health and hygiene products

These exclusions apply only where legally permitted. They do not remove your statutory rights in respect of faulty, damaged or incorrectly described goods.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible:

Email: [YOUR CUSTOMER SERVICE EMAIL]

If your order has not yet been dispatched, we will endeavour to cancel it before shipment.

If your order has already been processed or dispatched, you may still have the right to cancel your purchase under applicable UK consumer protection legislation.

For most online purchases, the statutory cancellation period begins when you receive the goods and lasts for 14 days.

Any legally permitted exceptions will be explained where applicable.

Non-Returnable Items

Certain products may be excluded from the statutory change-of-mind cancellation right, including:

  • Products made to the customer's specifications

  • Personalised or custom-made products

  • Sealed goods that are unsuitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery

  • Other goods specifically exempted under applicable consumer protection legislation

These exclusions do not affect your statutory rights regarding faulty goods.

Multiple Sizes or Colours

We kindly ask customers to check product descriptions, measurements and other relevant information before purchasing.

To reduce unnecessary returns and environmental impact, we encourage thoughtful purchasing decisions.

If you are unsure about sizing, colour or product specifications, please contact our support team before ordering.

Your statutory cancellation rights remain unaffected.

Out of Stock Products

If a product becomes unavailable after you have placed your order, we will contact you as soon as possible.

Depending on the circumstances, you may choose to:

  • Wait for the product to become available again

  • Select an alternative product, where agreed

  • Receive a refund to your original payment method

Any refund required because we cannot fulfil your order will be processed in accordance with applicable law.

Customer Support

For questions about returns, refunds, order cancellations or exchanges, please contact:

Bete Abode

Website: https://hoylesonline.com

Email: [YOUR CUSTOMER SERVICE EMAIL]

We are here to help make your shopping experience as straightforward and enjoyable as possible.

Thank you for shopping with Bete Abode.