We aim to always provide good quality items which you will enjoy using or giving. However, we understand that occasionally items need to be returned. Most items may be returned either directly to our store or by post, with the exception of excluded items.
Our returns policy for unwanted items
Any unwanted items (apart from excluded items) may be sent back for a full refund within 14 days. We will refund the value of the goods providing they are received in a saleable condition, and the delivery charge paid (this will be pro rata for the item if only one item out of a multiple item order is returned) but not any enhanced delivery charges (e.g. Next Day) specifically chosen at the time of ordering, or gift wrapping. You will need to pay the cost of returning the items to us. We recommend that you pack the items thoroughly and use a 'signed for' service as we cannot take responsibility for any items lost in transit and will not refund the items in full unless they are received in our store in a saleable condition. Please take care of the goods as any damage due to unnecessary handling will be deducted from the refund. We will refund within 30 days. Alternatively, you may return the items to our store, whether bought in store or via our website, within 14 days. They must be returned in a saleable condition as described above and a proof of purchase is required.
Please return the goods to:
Head Street Gallery
1 Head Street
Telephone: 01787 472705
Incorrect, broken or damaged items
All orders leaving our office will be checked and well packed, but we understand that problems can occur. Any items received in error, broken or damaged in transit must be reported within 72 hours of receipt to enable us to report the damage to our delivery partners. Beyond 72 hours we will assume that you have accepted your order. Once you have received a response from us and if we request the return of the item, we will either arrange for it to be collected, or request that you return it to us by post. Please pack the item ready for collection/pack securely for posting together with its original packaging where this is possible (in the case of damaged or broken items only). If we request that you post the item back to us we will refund the postage as agreed when we respond to your report.
If the error is ours or has occurred in transit, we will either replace the item (you won't be charged for delivery) or refund the value of the item and any outward/return delivery charges and gift wrapping. If we have requested the return of the item, refunds will be processed as quickly as possible once goods are received by us. Refunds will be completed within 30 days.
Our refund policy for broken or damaged items only includes damage that occurred in transit and not damage after receipt due to misuse, neglect or accident. Replacements will normally be sent the following day after we have agreed this with you or the next day following the receipt of the damaged goods in our store.
Any items bought in our retail store will leave our premises unbroken and undamaged. If you wish to return items bought via our website but damaged in transit to our store, please do so within 72 hours, or report the damage within 72 hours and let us know when you report it that you wish to return the items to store. If incorrect products are received when you order from our website, you may return the items to store but please bring your proof of purchase with you for the item in question.
Any faulty goods will be replaced or refunded including outward and return postage. Please contact us by telephone or email and once you have received a reply from us, return the item as described above. Alternatively, you may return the item to our store. Faulty goods refers to faults in the manufacturing of the item i.e. unfit for purpose or not as described and not damage after receipt due to misuse, neglect or accident.
We are unable to accept returns of confectionery, foodstuffs and other highly perishable items, toiletries or cosmetic products that are sealed if the seal is broken or personalised items. We are also unable to accept the return of earrings or soft baby toys unless they are damaged, supplied in error or are faulty.
Your statutory rights are not affected.