Refund Policy

Last Updated: 26th December 2024

At Hold The Mum, we are committed to providing you with high-quality hampers and excellent customer service. We understand that sometimes issues can arise, and this policy outlines our approach to refunds and returns.

1. Faulty or Not as Described Hampers/Contents (Excluding Transit Damage)

  • If your hamper or any of its contents are faulty, not as described, or not fit for purpose at the point of dispatch from our premises (i.e., excluding damage caused during transit by a courier), you are entitled to a refund or replacement. This includes, but is not limited to:
    • Items that are past their best-before date before leaving our premises
    • Items that do not match their description on our website
  • Important: If your hamper is delivered with transit damage, please see section 5 below on how to claim compensation from Royal Mail.
  • To make a claim for a faulty or mis-described item that did not occur during transit, please contact us within 5 business days of receipt with the following information:
    • Your order number
    • A clear description of the issue
    • Photographic evidence of the fault (if applicable)
  • We will review your claim and, if approved, we will offer the option of a refund or replacement of the faulty item. We will arrange for the return of faulty items (if necessary).

2. Change of Mind (Distance Selling – Online & Phone Orders)

  • Under the Consumer Contracts Regulations, you have a 14-day cooling-off period to cancel your order for online starting from the day you receive the hamper.
  • However, due to the perishable nature of many of our hamper contents (including, but not limited to, food and drink items), we are unable to offer refunds for returned hampers due to a change of mind or cancellation under the 14 day cooling off period, unless the goods are faulty as described in section 1. This does not affect your statutory rights if goods are found to be faulty.
  • If your hamper contains non-perishable items (e.g., gifts, accessories, containers) that are returned to us in their original condition within 14 days of receipt, we may offer a refund for these items. You will be responsible for paying the return postage costs. We reserve the right to refuse a refund if the item is not returned in its original condition. Please contact us in advance to arrange any return.

3. How to Request a Refund (Non-Transit Related Issues)

  • To request a refund for issues that did not occur during transit, please contact us via the website - https://www.holdthemum.co.uk/pages/contact. Please include your order number and a clear description of the issue.
  • We aim to respond to refund requests within 2 business days.
  • Refunds will be processed back to the original payment method within 5-7 business days of approval.

4. Partial Refunds (Non-Transit Related Issues)

  • We are unable to provide partial refunds due to the nature of the products sold.

5. Items Damaged in Transit

  • If your hamper arrives with damage caused during transit, you must make a claim directly with Royal Mail. We are unable to process refunds or replacements for transit-related damage.
  • You can find instructions on how to make a claim via the Royal Mail website.
  • Please keep all packaging and the damaged items as evidence for your claim. We can provide your tracking number if required. 

6. Return Costs

  • If a return is agreed due to a fault (that is not related to damage in transit), we will be responsible for return postage costs if required.
  • For any returns for non-perishable items as described in section 2, the customer is responsible for the cost of return postage.

7. Exclusions

  • We cannot offer refunds or accept returns for items that have been used, consumed (where relevant), damaged by misuse, or which are no longer in their original packaging (unless faulty or not as described before transit).
  • We are not responsible for delays caused by Royal Mail or other delivery services, however we will do what we can to assist you in tracking your parcel.

8. Our Commitment

  • We are committed to resolving any issues fairly and efficiently. We may, at our discretion, go beyond this policy to ensure customer satisfaction. 

9. Changes to Policy

  • We reserve the right to make changes to this policy at any time. Any changes will be posted on our website.

Important Notes:

  • This policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
  • Business days are considered Monday to Friday, excluding bank holidays.
  • Please read this policy carefully before placing an order. By placing an order with us, you agree to be bound by the terms of this policy.