Returns must be UNUSED with the ORIGINAL TAGS attached, in the ORIGINAL BAG and in a resalable condition. Our full returns policy outlined is below.
What if I need to send something back for exchange or refund?
It's not a problem, if you are not completely satisfied with your purchase it can be exchanged or the cost of the item(s) refunded. (Please note refunds are made back to the original card the transaction was made with).
All purchases on Hardcloud.com are covered by a 14 day exchange or refund guarantee. Basically if you don't dig it, or you need to swap it please follow the process below.
In all return correspondence please quote your - Order ID/Order number, the items you wish to return (size, quantity etc), and let us know if you would like an exchange or refund. Returns IDs can only be issued via e-mail and will NOT be issued over the telephone. However if you receive an incorrect item, a faulty item or experience any issue with your order whatsoever please feel free to contact us by e-mail or telephone and we will be more than happy to help. Our telephone number is 0844 415 7818.
Then please e-mail firstname.lastname@example.org marking the subject as - Return and your "Order ID".
You will then be sent a returns ID. This returns ID must be clearly marked on the
outside of the package sent back to us.
Please send returns to
Church Farm Lane
For return enquiries please e-mail email@example.com.
Returns IDs will NOT be issued over the telephone.
No return will be accepted without this number marked clearly on the outside of
the package. You can return your order, to the address above, within 14 days of
the date you receive your order. Returns older than 14 days will not be accepted,
unless agreed by Hardcloud in advance.
You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.
Products must be returned in a sellable condition including the original tags & packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse any refund or exchange. (Examples - dog hair, makeup, smoke smell etc). If returning a product to us that is boxed, ie shoes then please do not stick labels or anything else onto the box, again if the product is not saleable we reserve the right to refuse the refund or exchange.
We will refund you any money you have paid us for the product(s) being returned, or provide you with a same cost alternative if required. The original postage cost is not refundable under normal circumstances. All you pay for is the return postage of the goods.
If you return an item to us that is faulty or have a problem order of any kind, we will refund a reasonable cost for the return postage incurred upon sight of a receipt or other proof of cost.
Non-refundable items - Please note Hardcloud.com does not accept / allow refunds or exchanges on underwear (e.g. boxer shorts, pants) for hygiene reasons, so please select your size carefully.
Gift Voucher Refunds
If you wish to return any goods purchased from ourselves for a refund that have been paid for with a gift voucher, then the refund will be made in the form of another gift voucher. The new voucher code will then be e-mailed to the e-mail address that you registered with us when you placed the order.
Damaged Luggage Disclaimer
While we endeavour to supply the highest of quality goods we appreciate from time
to time an item may be received with a defect of manufacturing fault. When this
happens we will always resolve the matter with the utter most urgency. However we
are unable to accept responsibility for any luggage purchased from us that has been
damaged in transit. Sometimes luggage is damaged in transit by an airline's staff
and luggage handlers. For example handles are broken, wheels snapped off or the
material of the bag ripped through throwing, mishandling or the ill treatment of
the luggage. In such circumstances you will need to deal directly with the airline
in order to claim compensation from them as they have insurances set up for this
very reason. We on the other hand can only deal with manufacturing faults or defects
reported to us upon receipt of the goods.