Refund and Return Policy

1. OVERVIEW We want you to be completely satisfied with your purchase. This policy outlines the process and conditions for returns, refunds, and exchanges. This policy is in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

2. YOUR STATUTORY RIGHT TO CANCEL (CHANGE OF MIND)

  • You have a legal right to cancel your contract with us within 14 days from the day you receive your goods.
  • To exercise the right to cancel, you must inform us of your decision by a clear statement. You can do this by contacting us at support@iconhato.net.
  • You must then return the goods to us at your own cost within 14 days of notifying us of your decision to cancel.
  • The items must be returned in an unused, saleable condition, and in their original packaging.

3. RETURNS PROCESS FOR FAULTY, DAMAGED, OR INCORRECT GOODS

  • Under the Consumer Rights Act 2015, you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, and get a full refund. This right is limited to 30 days from the date you take ownership of the goods.
  • If an item is faulty, damaged upon arrival, or if you have received the wrong item, please contact our support team at support@iconhato.net within 30 days of receipt.
  • Please provide your order number and photographic evidence of the issue.
  • We will cover the cost of return postage for faulty, damaged, or incorrect items. We will offer you the choice of a full refund or a replacement item.

4. CONDITIONS FOR ALL RETURNS

  • To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it.
  • Items must be in their original packaging with all tags attached.
  • A receipt or proof of purchase is required for all returns.

5. NON-RETURNABLE ITEMS Certain types of items cannot be returned, such as:

  • Perishable goods.
  • Custom or personalized products.
  • Digital products after download has commenced.
  • Items sealed for health protection or hygiene purposes, once unsealed after delivery.

6. REFUND PROCESS

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  • We will also notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days of us receiving the returned goods.

7. EXCHANGES If you wish to exchange an item for a different size or colour, please follow the return process for a refund and place a new order for the desired item. This ensures you receive your new item as quickly as possible.