Refund policy

1. Returns Window

  • UK & EU customers: You may return most items within 14 days of delivery under the statutory “right to withdraw.”

  • Australian customers: You may return items if they are faulty, not as described, or not fit for purpose, in accordance with the Australian Consumer Law (ACL). Change-of-mind returns are accepted within 14 days unless otherwise stated.

2. Conditions for Returns

We accept returns when:

  • The item is unused, in its original condition, and in original packaging (for change-of-mind returns).

  • The item is faulty, damaged, or not as described (statutory rights always apply).

Items that are custom-made, personalised, or hygiene-sensitive may not be eligible for change-of-mind returns unless faulty.

3. How to Start a Return

To request a return, contact us at [insert support email] with:

  • Order number

  • Item(s) to be returned

  • Reason for return

  • Photos if reporting damage or faults

We will respond with return instructions within 1–2 business days.

4. Refunds

Once your return is received and inspected:

  • Approved refunds will be issued to your original payment method within 3–7 business days.

  • Refunds include the standard shipping cost for faulty or misdescribed items (UK/EU law and ACL requirement).

  • For change-of-mind returns, only the product price is refunded (unless local laws require otherwise).

5. Return Shipping Costs

  • Change-of-mind returns: Customer pays return shipping.

  • Faulty/damaged/not-as-described: We will cover or reimburse return shipping costs.

  • EU law note: Customers may be responsible for return shipping for change-of-mind returns only if this is stated clearly in the policy (which it is here).

6. Cancellations (Before Dispatch)

Orders may be cancelled before dispatch by contacting us at info@hulustor.com.
If the order has already shipped, please start a return once it arrives.

7. Exceptions

The following items cannot be returned unless faulty:

  • Personalised/customised products

  • Perishable goods

  • Hygiene products once opened (e.g., cosmetics, certain apparel)

8. Your Legal Rights

Nothing in this policy affects your rights under:

  • UK Consumer Contracts Regulations (CCR)

  • EU Consumer Rights Directive (CRD)

  • Australian Consumer Law (ACL)