Widerrufsrecht

Returns & Refunds Policy

This policy applies to purchases from the HUMANCHIC online store. It explains our voluntary returns policy, how to report product problems and how applicable statutory rights are handled.

Your legal rights come first. Nothing in this policy limits mandatory cancellation, withdrawal, guarantee, repair, replacement or refund rights under the law applicable to your purchase.

1. Review Your Product Before Ordering

Many HUMANCHIC products are made to order. Please review the specific product’s materials, measurements, fit and care information before purchasing.

Contact us before ordering if the information is unclear. A product being made after purchase does not automatically make it personalised or remove statutory cancellation rights.

2. Voluntary Change-of-Mind Returns and Exchanges

Where no statutory cancellation or return right applies, HUMANCHIC does not offer voluntary returns or exchanges because you changed your mind or selected the wrong size, colour or style when the item supplied matches your order.

This restriction does not apply to defective, incorrect or misdescribed goods, or override the rights explained below.

3. EU and UK Cancellation Rights

Where EU or UK distance-selling cancellation rights apply, you generally have 14 calendar days after receiving the goods to notify us that you wish to cancel, without giving a reason. Different statutory timing rules may apply to split deliveries.

Email humanchic@humanchic.com with a clear statement of your decision. Include your name, order number and the items concerned. No particular wording is required.

You may use this optional wording:

I wish to cancel my purchase of the following item(s): [identify items]. My order number is [order number]. I received the goods on [date]. My name is [name].

After notifying us, send the goods back within the applicable return period, normally a further 14 calendar days. Contact us promptly for the correct return address. Our response time does not affect the validity of a cancellation notice sent on time.

4. Personalised and Custom-Specified Products

A statutory cancellation exception may apply to goods made to your individual specifications or clearly personalised, where the applicable law permits it.

We do not treat every print-on-demand item or selection from standard catalogue sizes and colours as automatically exempt. Any relevant exception must be assessed for the particular product and disclosed before purchase.

Personalisation does not remove rights concerning faulty, incorrect or misdescribed goods.

5. Condition and Costs of Cancellation Returns

For an eligible statutory cancellation, you may inspect the goods as you reasonably would in a shop. Where legally permitted, a deduction may apply for loss in value caused by handling beyond what is necessary to assess the goods.

Use protective packaging and include supplied accessories. Keep your proof of posting. Missing original packaging does not automatically remove statutory rights.

You pay the direct return postage for a change-of-mind cancellation only where this responsibility was properly disclosed before purchase and applicable law permits it. This does not apply to return costs we must bear for defective or incorrect goods.

No flat restocking fee applies to an eligible statutory cancellation.

6. Refunds Following Statutory Cancellation

For an eligible EU or UK cancellation, we reimburse the amount due, including the applicable basic outbound delivery charge. Extra costs for a premium delivery option need not be refunded where the law permits.

Refunds are made within the applicable legal deadline, normally within 14 calendar days of cancellation notice. Where permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.

We use the original payment method unless another method is expressly agreed without additional cost to you.

7. Defective, Incorrect or Damaged Products

Contact HUMANCHIC if your order has any of these problems:

A defective product;
An incorrect item;
A product that does not match its description;
A production or printing issue; or
Damage in transit or fulfilment.

We ask you to report the issue within 10 days of carrier-recorded delivery to help us investigate promptly. This is not a restriction on statutory rights or longer legal claim periods.

Please provide:

Your order number or other proof of purchase;
The affected product;
A description of the problem; and
Clear photographs, where reasonably possible.

Keep the item and relevant packaging while we investigate. If photographs cannot demonstrate the issue, contact us to discuss an appropriate alternative.

8. Assessment and Resolution

Our target is an initial response within 4 business days. We normally aim to provide a decision within 10 business days after receiving the information reasonably needed to assess the issue.

These service targets do not extend any statutory deadline or suspend your legal rights.

Depending on the issue and applicable law, the resolution may include repair, replacement, a price reduction or refund. Where the law gives you a choice of remedy, we will respect that choice.

If a return is required for an accepted defective or incorrect-item claim, we will arrange or cover the necessary return costs as required by applicable law.

9. Return Instructions

Contact HUMANCHIC for the correct return instructions. Do not assume that the dispatch address or a supplier address found online is the appropriate return destination.

For statutory cancellation, you do not need discretionary approval to exercise your right. Notify us within the legal deadline and request the return details promptly.

10. Other International Markets

Customers outside the EU and UK may have mandatory rights under their applicable national, state or provincial laws. Those rights continue to apply even when they differ from our voluntary returns policy.

We do not apply a blanket “no refunds” rule to goods that are defective, incorrect or otherwise fail to meet mandatory consumer guarantees.

11. Missing Deliveries and Order Changes

If your parcel has not arrived within its stated delivery window, contact us with your order number. The 10-day request for reporting problems with delivered items does not apply to a parcel that has never arrived.

For changes or cancellation before dispatch, contact us as soon as possible. Production status may affect voluntary changes, but does not remove applicable statutory rights.

Read our Shipping Policy for delivery, tracking and customs information.

12. Payment Processing and Import Charges

We will confirm when a refund is issued. Your bank or payment provider may require additional processing time before it appears in your account.

Import charges paid directly to a customs authority or carrier may require a separate repayment request to that party. This does not affect any reimbursement obligation HUMANCHIC has under applicable law.