RETURNS AND EXCHANGES

  • We’re happy to accept a return or exchange for any product purchased from HIGSUK, even without a specific reason, and will refund the purchase amount to you in full.
  • Please contact us to arrange the method for return or exchange for each case. You can do this by email, using our special form, or over the phone.
  • If you wish to return or exchange an item because we’ve made a mistake or the item is faulty, the purchase amount will be refunded in full within 6 working days from the moment the item is returned to the HIGSUK warehouse.
  • If the return or exchange is due to your mistake or fault (or if you prefer not to explain the reason), then the cost of the return delivery is paid by you, or you can return the item yourself.
  • The average time to resolve a dispute is 6 working days. The average time for an item to be replaced is 6 working days.
  • HIGSUK reserves the right to refuse a return or exchange if the item’s packaging has been opened or damaged by you, and the return is due to your fault or is made without an explanation.
  • HIGSUK is always willing to consider any proposal from you to resolve any dispute.
  • A request for a return or exchange can be submitted by email, with no specific format required. Any information can also be provided or agreements made over the phone.
  • You can submit a request for a return or exchange within 30 days of receiving your item.

You can return or exchange an item, as long as the following conditions are met:

– the item is not damaged and its appearance is not substantially changed;

– the item is unused, in its original packaging, and in a resaleable condition;

– the item is returned with all internal and external labels, protective films, etc., intact (i.e. not cut, removed, etc.), as they were at the moment of purchase.

The Right to Return Defective Products

Should you consider that the goods received are of poor quality, you have the right to submit a request to us within 30 days of the delivery date. In such a case, you must contact us via email or by telephone, using the details published in the ‘Contact us’ section of our website. You should provide your data, such as first name, last name, reason for returning the item, order number or the invoice number confirming payment for the item, contact details (telephone number or email address), and bank details (account number, bank name and sort code) if the amount paid by you (or a part of it) needs to be refunded to your bank account. You may request that we should:

  • replace the poor-quality item with one of good quality; or
  • reduce the price for the item; or
  • refund the amount paid.

An item is considered good quality if it matches the description on our website; the item is suitable for normal use in the same way as other goods of the same type; and the quality and properties of the item are what would be expected from other goods of the same type.

You may submit a request to the Seller and return the item via a courier service. The Seller will check the returned item carefully and inform you by email, within a reasonable timeframe, whether any of your requests specified above will be met. The refund will be made or the item will be exchanged within 6 working days from the day on which an email confirming the refund/exchange was sent.

If you are requesting a refund and this request is justified, the full amount paid by you will be refunded, including delivery charges and return shipment costs. The refund will be made using the same method that you selected for the purchase of the goods.

Return Methods

  • You may return goods by sending them through any courier service that provides a tracking code.
  • You must pay for and accept the goods purchased according to the procedure set out in these Terms and Conditions. If you refuse to accept the goods on delivery without a valid reason, you must pay the return costs for the goods at HIGSUK’s request. You must also pay any costs claimed by the courier if you fail to accept the goods at the time agreed with the courier.
  • You are responsible for keeping your login details safe and should not share them with anyone. You are responsible for retaining this data and assume liability for any actions (data transmission, orders placed, consumer comments, etc.) that are taken on the Online Store after logging in to the Account, as well as for the consequences of such actions. In the case of lost login data, you must notify the Seller immediately by telephone or via email using the details provided in the ‘Contact us’ section of the website.
  • You are responsible for ensuring that your data provided on the Online Store is accurate, correct, and complete. In the event of a change in this data, you must update it in the My Account section or inform us about the change by telephone or email, using the details provided in the ‘Contact us’ section of the website. We shall not assume liability, in any circumstances, for any damage incurred by you and/or third parties due to your failure to provide current and/or complete personal data or to update/supplement this data in the case of a change. If you have provided the personal data of third parties for the purpose of using the Online Store, you assume responsibility for the lawfulness of providing and using such data.
  • Should any issue arise concerning goods purchased on the Online Store, you may contact us by telephone or email using the details provided in the ‘Contact us’ section of the Online Store. In addition, you can make a complaint to the relevant consumer rights organisation, such as Citizens Advice.