REFUND POLICY

Our Commitment
At Barber HMZ, we want you to be completely satisfied with every purchase. If something is not right, we will do our best to make it right. This policy explains your rights and how to return items or request a refund.
Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.
 
1. Your Right to Cancel (14 Days)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods — no questions asked.
How to cancel
To cancel your order, contact us within 14 days of receiving your goods:
Email: sales@barberhmz.co.uk
Phone: 07428 425952

Please include your order number and the reason for cancellation (optional).

Returning the goods
Once you have notified us of your cancellation, you must return the goods to us within 14 days. Please send returns to:
Barber HMZ Returns
95 Coldharbour Lane
Hayes
UB3 3EF
You are responsible for the cost of returning goods unless they are faulty or not as described. We recommend using a tracked service as we cannot be responsible for items lost in transit.
 
2. Refunds
Once we receive and inspect the returned goods, we will process your refund within 14 days. You will be refunded to your original payment method.
Full refunds
You will receive a full refund including the original standard delivery charge if:
You cancel within 14 days and return the goods in their original condition
The goods are faulty, damaged, or not as described
We cancel your order
Partial refunds
We may reduce your refund if the value of the goods has been reduced because of unnecessary handling — for example, if you have used the product beyond what would be needed to assess it in a shop.
Delivery charges on returns
If you cancel only part of your order, the original delivery charge will not be refunded unless the remaining items would also have qualified for free delivery.
 
3. Faulty or Damaged Goods
If your goods arrive damaged, are faulty, or are not as described, you have enhanced rights under the Consumer Rights Act 2015:
Within 30 days of delivery
You are entitled to a full refund. Contact us at sales@barberhmz.co.uk and we will arrange collection or cover the cost of return postage.
Between 30 days and 6 months
We will offer a repair or replacement first. If this is not possible or fails, you are entitled to a refund. We will cover all return postage costs.
After 6 months
You may still be entitled to a repair, replacement, or partial refund. Please contact us to discuss your situation.
Please do not return faulty goods without contacting us first so we can arrange the best resolution for you.
 
4. Items We Cannot Accept Back
For hygiene and safety reasons, we are unable to accept returns on the following unless they are faulty:
Products that have been opened or used
Products where the hygiene seal or packaging has been broken or damaged
Products that have been mixed or combined with other products
This does not affect your statutory rights if the goods are faulty.
 
5. Returning In Store
If you collected your order from our store, you are welcome to return it in person during opening hours:
Wednesday to Monday: 10am to 8pm
Tuesday: Closed
Address: 95 Coldharbour Lane, Hayes, UB3 3EF
Please bring your order confirmation email and the items in their original condition.
 
6. How to Start a Return
To return any item, please follow these steps:
Contact us at sales@barberhmz.co.uk or call 07428 425952 with your order number
We will confirm your return is authorised and provide instructions
Pack the items securely in their original packaging where possible
Send to our returns address or bring in store
Your refund will be processed within 14 days of us receiving the goods
 
7. Contact Us
If you have any questions about our returns policy or are unhappy with how your return has been handled, please contact us:
Email: sales@barberhmz.co.uk
Phone: 07428 425952
Address: 95 Coldharbour Lane, Hayes, UB3 3EF
Opening hours: Wednesday to Monday, 10am to 8pm
If we are unable to resolve your complaint, you may refer the matter to an alternative dispute resolution scheme. Further information is available from Citizens Advice at citizensadvice.org.uk.