Refund policy
Returns and Refund
This policy applies to orders placed through howellorigin.com. It does not affect your statutory rights under UK consumer law.
Cancelling an order before dispatch
To request cancellation before your order has been dispatched, contact info@howellorigin.com as soon as possible.
We will try to cancel the order before dispatch, but we cannot guarantee this once processing has begun. Where the order has already been dispatched, you may use the cancellation and return process below.
Change-of-mind cancellations
When purchasing online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days beginning the day after you, or someone nominated by you, receives the goods.
To notify us, email info@howellorigin.com and include:
- Your name
- Your order number
- The products you wish to return
- A clear statement that you are cancelling all or part of the order
You then have a further 14 days to return the goods after notifying us of your cancellation.
Please contact us before sending anything back so that we can provide the correct return instructions. Returns sent without sufficient identifying information may take longer to process.
Condition of returned products
You may inspect products in the same way that you reasonably could in a physical shop.
You are responsible for taking reasonable care of the goods while they are in your possession. We may reduce the refund where a product has lost value because it has been handled beyond what was reasonably necessary to establish its nature, characteristics and function.
Where possible, return products with their original packaging, accessories and documentation.
Return postage
Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it.
We recommend using a tracked return service and retaining proof of postage. Howell Origin is not responsible for a return parcel until it has been received.
Where we confirm that a product is faulty, damaged, incorrect or not as described, we will provide appropriate return instructions and cover reasonable return costs.
Refunds for change-of-mind cancellations
Where you cancel an eligible order, we will refund:
- The price paid for the returned products
- The cost of our least expensive standard delivery option, where delivery was charged
Additional delivery charges resulting from your choice of an enhanced or expedited service are not refundable beyond the cost of standard delivery.
We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Eligible refunds will be issued within 14 days of receiving the returned goods or acceptable evidence of return.
Refunds will normally be issued to the original payment method. The time taken for the funds to appear may depend on your bank or payment provider.
Damaged, leaking, faulty or incorrect products
Please inspect your order as soon as reasonably possible after delivery.
Contact info@howellorigin.com promptly where:
- A product is damaged or leaking
- A product appears faulty
- You receive the wrong product
- Part of the order is missing
- The product is not as described
Include your order number, a description of the issue and clear photographs where possible.
Prompt notification helps us investigate delivery damage, but it does not remove or restrict your statutory rights.
Depending on the circumstances and your legal rights, an appropriate remedy may include a replacement, repair, price reduction or refund.
Products damaged through misuse
We are not responsible for damage caused by misuse, improper storage, failure to follow the product label, use on unsuitable surfaces or normal wear and tear.
This does not affect your rights where a product was faulty, unsafe, incorrectly described or otherwise failed to meet the standards required by law when supplied.
Exchanges
We do not currently operate a direct exchange service.
Where you wish to change an unwanted product, return the eligible item under the cancellation process above and place a separate order for the replacement.
Where we supplied an incorrect or faulty product, contact us before placing another order so that we can arrange an appropriate remedy.
Returning promotional bundles or kits
Where products were purchased as part of a discounted kit, bundle or promotion, the applicable refund may reflect the value of the products retained.
Where the entire kit or bundle is cancelled, all included products must be returned.
Contact
For cancellations, returns, damaged orders or refund questions, email:
Please include your order number wherever possible.