Refund Policy
Not satisfied with your order? No problem! You can return your item within 14 days of receiving the package. Simply follow the steps below:
Contact Us
Send us an email at info@hensley-london.uk or fill out our contact form. Be sure to include your order number and the reason for the return. We will provide you with the necessary instructions to complete the return process.
Return Address 1:
Address: 5th Floor, Building 4, Phase 2 Naishi Warehouse, Niannianhong Furniture Group, Choujiang Street
Province: Zhejiang
City: Yiwu
Postcode: 322000
Country: China
Return Address 2:
No. 439 Huancheng North Road
Jiangbei District
Ningbo, Zhejiang
Postal Code: 315000
Country: China
1. Return Terms
To be eligible for a return, the following conditions must be met:
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The item must be returned in the same condition as received—unused, unwashed, and in its original packaging with all tags attached.
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If the item is not returned in its original condition, we reserve the right to decline the return in accordance with our terms of sale.
2. Returns Are NOT Accepted in the Following Cases:
- If the customer orders the wrong size, even though a size guide was provided on the product page.
- If the item was damaged by the customer after delivery.
- If the customer fails to collect the package and it is returned to us.
- If the package is marked as successfully delivered by the courier and the customer claims otherwise.
- If photo evidence of defects is not submitted within 24 hours of receiving the package.
- If the customer does not respond within 72 hours after we reply to their return request.
3. Important Notes on Expectations and Product Details
We aim to provide accurate and detailed product descriptions, including specifications and images. However, it’s important to note the following:
- Colour Variations: Colours displayed on our website may differ slightly from the actual products due to screen settings or technical factors. This is not considered a defect.
- Subjective Perceptions: Aesthetic preferences or expectations regarding colours are not valid reasons for a refund. Colours displayed on our website may differ slightly from the actual products due to screen settings or technical factors. This is not considered a defect.
4. Refunds
When will you be refunded?
We process refunds within a maximum of 3 business days after receiving your return.
What will be refunded?
You will receive a full refund for the purchase amount, including any original shipping and payment fees, if applicable.
Can I cancel my order?
Cancellations must be requested within one hour of placing your order, as we aim to process and dispatch items promptly.
Unfortunately, if more than one hour has passed, we’re unable to cancel or make changes, as your order will likely have already entered processing or shipment.
5. Important Notes:
- Return shipping costs are covered by the customer unless the item was defective or incorrectly delivered.
- Returns must be sent with a trackable shipping service. We cannot guarantee refunds without a valid tracking number.
6. Chargebacks and Claims
If you wish to file a complaint or initiate a chargeback with your bank or payment provider, please contact us in writing first. Allow us the opportunity to resolve the issue quickly and effectively. If we do not respond within a reasonable time frame or fail to resolve the problem satisfactorily, you may then contact your bank.
Need Help or Have Questions?
Feel free to contact us—we’re here to assist you!
Best regards,
Team Hensley London