HexClad UK purchases are generally eligible for return within 30 days of receiving the shipment. Returns are intended for items that are still in original condition and in the original packaging. For any apparel items, eligibility typically depends on being unworn and unwashed. Promotional free gifts are generally excluded from returns, so any complimentary items included with an order should be treated as non-returnable unless local law requires otherwise.
To begin a return, use the online returns portal and enter the order number along with the email address or phone number used at checkout. After the request is submitted, follow the on-screen prompts to select the items to return and provide the requested details. A confirmation email is typically sent once the return request is approved, including shipping guidelines and any instructions needed to send the parcel back. Keeping the return confirmation and shipping proof is recommended in case the carrier experiences delays or the package needs to be traced.
Costs and refund timing can differ from the original purchase experience. Original shipping charges are generally non-refundable. Return shipping costs are typically the customer’s responsibility, even when the return itself is accepted. Packaging the items securely helps prevent damage in transit, since damage or missing components can affect return acceptance. If the return is rejected after inspection, the outcome may include the item being sent back or the refund being declined, depending on the condition and the applicable terms.
Refunds are typically issued after the returned items are received and inspected. A notification email is usually sent to confirm receipt and to communicate whether the refund is approved or rejected. When approved, refunds are generally processed back to the original payment method, and processing can take up to 10 working days after approval. Bank or card providers may take additional time to post the credit, so the visible refund date can be later than the processing date.
Special payment types can change the refund outcome. Gift cards are generally non-refundable and not redeemable for cash except where required by law. If an order was paid with a gift card and is returned, the refund is typically issued as a replacement gift card rather than cash back to a bank card. For mixed-payment orders (for example, part gift card and part card payment), refunds may be split across methods based on how the order was funded.
If an order needs to be checked before initiating a return, use the order status page to confirm fulfillment and delivery details. For help with return eligibility, refund timing, or order issues, contact customer support using the support email listed on the FAQ/contact information. When reaching out, include the order number, the email used at checkout, the items involved, and a brief description of the issue to speed up resolution. For billing disputes or missing-refund concerns, provide the return tracking number and the date the carrier marked the parcel delivered.
