Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it,  unused and in its original packaging. Any opened product cannot be returned, even within the period for return. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@hoily.co.uk. If your return is accepted, we’ll send you instructions detailing how and where to send your package. Return postage costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@hoily.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns of gift cards.

Please note that we will not provide refund if your order cannot be delivered because our products are not legal in the country of your shipping address. It is your responsibility to verify, before ordering, if it can be delivered at your address.

Cancellations

During certain situations, there might be a demand for a product that can sometimes outweigh the amount of stock we have, which can result in us not being able to fulfil your order.

If this does happen, we will let you know as soon as possible. Unfortunately, as this is out of our control, we will not be able to offer any additional compensation for the disappointment of not being able to complete your online order and we apologise in advance for the inconvenience this may cause.

Exchanges

We do not offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Statutory right of return: UK 

Notwithstanding the above, for orders posted within the UK, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item 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.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@hoily.co.uk.