Refund policy
Last updated: 27 October 2026
At Hollinest, customer satisfaction is important to us. If you are not completely satisfied with your purchase, our return and refund policy is designed to make the process straightforward.
1. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee. You may request a return within 30 days of receiving your order, provided the product meets the return conditions below.
To qualify for a return:
- The item must be in its original condition.
- The item must be returned with its original packaging, where reasonably possible.
- You must provide proof of purchase or your order number.
Certain products may be ineligible for change-of-mind returns where permitted by law, including personalised items, sealed hygiene products that have been opened, and other legally exempt goods.
2. How to Request a Return
To start a return, contact us at contact@hollinest.shop and include:
- Your order number.
- The item you wish to return.
- The reason for your return.
Please wait for our instructions before sending any item back. Returns sent without prior authorisation may experience delays.
3. Refunds Within 14 Days
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method within 14 calendar days of receiving the returned goods or receiving evidence that you have sent them back, where applicable. Your bank or payment provider may require additional time for the funds to appear in your account.
For statutory cancellation rights, we will comply with applicable UK consumer law, including any requirement to refund within the legally prescribed period.
4. Return Shipping Costs
For change-of-mind returns, customers are responsible for return shipping costs unless we state otherwise or applicable law requires us to cover them.
If an item arrives damaged, faulty, incorrect, or not as described, please contact us. We will explain the next steps and cover reasonable return costs where required by law.
5. Damaged, Faulty, or Incorrect Items
Please contact contact@hollinest.shop as soon as possible if your order arrives damaged, faulty, or incorrect. Include your order number and clear photographs where relevant.
We will assess the issue and provide an appropriate solution in accordance with applicable consumer protection law. Your statutory rights are not affected by this policy.
6. Cancellations and Your UK Consumer Rights
If you are a UK consumer purchasing online, you generally have a statutory right to cancel most purchases within 14 days of receiving the goods, without giving a reason. After notifying us of cancellation, you generally have a further 14 days to return the goods.
Some exceptions apply under UK law. Where a statutory cancellation applies, we will refund the standard outbound delivery cost where legally required. Any deduction for diminished value or any return postage charge will only be applied where permitted by law and properly disclosed.
Our 30-day money-back guarantee is additional to, and does not replace or limit, your statutory consumer rights.
7. Exchanges
If you would like to exchange an item, contact us at contact@hollinest.shop. Exchanges depend on product availability and may be handled as a return followed by a new order.
8. Contact Us
For return or refund enquiries, please contact:
Hollinest
Email: contact@hollinest.shop
Phone: +44 117 410 2151
Address: Sullivan Avenue, London, CF5 3EY, United Kingdom
Please verify that the published address and postcode are accurate before using this policy on your website.
Thank you for shopping with Hollinest.