Refund policy
REFUND POLICY
We really hope you love your pieces as much as we love making them. However if for any reason you would like to return your piece then please email us at hello@henryhollandstudio.com within 14 days of receiving please provide your order number and or address so we can assist you quicker. You then have 14 days to return the item.
Refunds will be made back to your original payment method within 7 days of us receiving the returned goods minus any delivery charges.
The nature of our making process means that each and every piece is unique, and designs, colours, and the contrast of tones and patterns may vary and, therefore, aren’t considered faults.
We are unable to exchange returns for different products.
Missing Items:
If you are missing an item(s) we require you to let us know within 48 hours of receiving your order. If not, we won't accept the item is missing. If possible, please provide photos of the outer and inner of the box. Please include your order number or address in the email.
Damaged or Faulty Items:
If you have received an item(s) that have broken while being shipped or has arrived with a fault we require you to contact us within 48 hours of receiving the item. Please email us at hello@henryhollandstudio.com with photos, your order number or address. We feel 48 hours is a reasonable time to report that the order has beene damaged andtherefor we wont be held liable if reported after 48 hours unlesss there is a reasonable reason.
We’ll try our best to replace the item(s), but if we don’t have stock, you can decide whether to have a refund or request us to remake the item if possible. Items that need to be remade will take approximately three weeks.
We don’t require damaged goods to be returned.
Depending on the photos provided we might require you to return the item(s) once the item has been checked before we will either refund, exchange or remake the item(s).
Returns postage will be refunded if the item(s) are deemed faulty or damaged.
Returns will be processed within 7 working days, this may take longer during busy periods.
All our items are handmade in our studio and they are to be treated with extreme care. We advise hand washing everything in warm to cold water to avoid cracking, and crazing and to prevent items from leaking or breaking. Therefore, we won’t accept liability for a refund after 28 days unless the item has developed a fault from reasonable use. Breakages deemed to be caused by unfair use won't be refunded or replaced.
This Returns Policy does not affect your statutory rights as a consumer, including, where applicable, your right to cancel an order placed on the website within 14 days of receipt of your order and your rights in respect of faulty or defective goods. For more information on your statutory rights, we recommend that you contact your local Citizens Advice Bureau or Trading Standards Office. If you would like to exercise your right of cancellation, you must inform us of this decision by a clear statement, including your name, address, contact details, and details of the order you wish to cancel. You can cancel your order by contacting us at hello@henryhollandstudio.com
Refund Policy for custom made-to-order pieces.
As the pieces are made especially for you we don't accept refunds, we'll only refund or replace the items if they are faulty or have arrived broken. This includes made to order vases and personalised products.
Our pieces are hand made and the nature of our making process means that each and every piece is unique, and designs, colours, and the contrast of tones and patterns may vary from the photos shown on our website and won’t be considered faulty.
Made-to-order damaged or faulty Items:
If you have received an item(s) that have broken while being shipped or have arrived with a fault we require you to contact us within 48 hours of receiving the item. Please email us at hello@henryhollandstudio.com with photos, order number and address.
We’ll try our best to replace the item(s) as quickly as possible, but as they are made to order, there will be an approximate wait time of 2-3 weeks. If that’s too long, we can refund your order.
We will confirm if require damaged goods to be returned and help you with the return.
Depending on the photos and or reason we might require you to return the item(s. Once the item has been checked we will either refund or remake the item(s) and refund your postage, If we don't deem the item to be faulty we wont refund the order and postage, we therefor ask you don't return your item(s) until we comfier to do so.
Returns will be processed within 7 working days, this may take longer during busy periods.
We won’t be liable for faulty items outside either (dinnerware and objects) for 28 days or 12 months for lighting and mirrors.