Return & Refund Policy

This Return & Refund Policy applies to purchases of Men’s Shorts, Men’s Shirts and Men’s Polos made from Hartmere. It explains how cancellations, returns, refunds, faulty products and related matters are handled for customers in the United Kingdom. Nothing in this policy is intended to limit or exclude any statutory rights available to consumers under applicable UK consumer law.

1. Your Right to Cancel an Online Order

If you purchase goods online, you normally have the legal right to cancel your order without giving a reason within 14 days after the day on which you, or a person nominated by you, receives the goods.

If an order contains multiple items that are delivered separately, the cancellation period normally begins after the final item from that order has been received.

To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.

2. How to Request a Return

Before returning an item, please contact us using the contact details provided at the end of this policy.

When contacting us, please provide sufficient information to identify your purchase, such as:

  • Your name

  • Order details

  • The product you wish to return

  • The reason for contacting us

  • Any relevant photographs where the item is damaged, defective, incorrect or otherwise affected by a problem

Providing complete information helps us review your request and provide appropriate return instructions.

3. Returning Goods After Cancellation

After informing us that you wish to cancel an eligible order, you should return the relevant goods within 14 days of notifying us of your cancellation, unless we have agreed otherwise.

Please follow the return instructions provided by us. Goods should be packaged securely to reduce the risk of damage while they are being returned.

Please do not return goods to an address unless you have confirmed the appropriate return procedure with us.

4. Condition of Returned Clothing

You are permitted to inspect clothing in a manner reasonably necessary to determine its nature, characteristics, fit and suitability, similar to the way you would normally inspect clothing in a physical retail shop.

Returned Men’s Shorts, Men’s Shirts and Men’s Polos should, wherever reasonably possible, be:

  • Unworn other than for reasonable fitting or inspection

  • Unwashed

  • Free from stains, marks, odours or damage caused after delivery

  • Returned with any original labels or tags where these have not needed to be removed for reasonable inspection

  • Returned with any accessories or components originally supplied with the product

Your statutory cancellation rights are not automatically lost simply because original packaging has been opened.

5. Diminished Value Caused by Excessive Handling

We may be entitled to make an appropriate deduction from a refund where the value of returned goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

For clothing, examples may include wearing an item for an extended period rather than merely trying it on, washing it, altering it, damaging it or otherwise using it beyond reasonable inspection.

Any deduction will be considered on the circumstances of the individual return and in accordance with applicable UK consumer law.

6. Change-of-Mind Returns

For eligible online purchases, a customer may normally exercise the statutory cancellation right within the applicable 14-day period even where there is nothing wrong with the goods.

A reason for cancellation is not normally required when exercising this statutory right.

This right is separate from your rights where goods are faulty, damaged, incorrectly supplied or not as described.

7. Faulty or Defective Goods

Goods supplied to customers must meet the standards required by applicable UK consumer law.

If an item is faulty, defective or does not function as reasonably expected, please contact us as soon as reasonably possible and provide details of the issue.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

  • A refund

  • A repair where appropriate

  • A replacement where appropriate

  • A price reduction where applicable

The remedy available will depend on factors including the nature of the problem, when the problem becomes apparent and the requirements of applicable UK consumer law.

8. Goods That Are Not as Described

The products you receive should correspond with the description provided when you made your purchase.

If you believe that an item differs materially from its description, please contact us and provide details of the discrepancy.

Where goods are not as described, your statutory consumer rights may entitle you to an appropriate remedy.

9. Incorrect Items

If you receive a different product from the product you ordered, please contact us and provide details of your order and the item received.

Where we confirm that an incorrect item has been supplied, we will provide appropriate instructions for resolving the matter.

Customers will not be required to bear return costs that arise solely because we supplied an incorrect item where applicable law requires us to bear those costs.

10. Damaged Items

Please inspect your order after delivery where reasonably possible.

If an item arrives damaged, please contact us and describe the damage. Photographs of the item and packaging may help us investigate what occurred and process your request more efficiently.

Any request for photographs or other reasonable evidence does not remove or reduce your statutory rights.

11. Size, Fit and Colour

Because clothing may fit differently depending on cut, style and individual body shape, customers should review available product information before placing an order.

For eligible online purchases, an item that is unsuitable because of size, fit or personal preference may generally be returned under your statutory cancellation rights provided that you notify us within the applicable cancellation period and comply with the relevant return requirements.

Minor differences in colour caused solely by screen settings, lighting or device displays do not necessarily mean that a product is defective or incorrectly described. However, significant discrepancies will be considered individually.

12. Return Shipping Costs

For a standard change-of-mind cancellation, responsibility for direct return shipping costs may rest with the customer where permitted by applicable law and where the required information has been provided.

If goods are faulty, damaged on arrival, incorrectly supplied or otherwise fail to comply with applicable legal requirements, return costs will be handled in accordance with UK consumer law.

Please contact us before arranging a return if you believe that we should be responsible for the cost of returning the item.

13. Original Delivery Charges

Where you properly cancel an entire eligible online order under your statutory cancellation rights, any refund of the original delivery charge will be handled in accordance with applicable UK law.

Where you selected a delivery method that was more expensive than the least expensive standard delivery option offered, we may not be required to refund the additional amount paid for the upgraded delivery service.

If only part of an order is returned, treatment of the original delivery charge may depend on the circumstances of the order and the applicable legal requirements.

14. Refund Processing

Where a refund is due following the valid cancellation of an eligible order, we will process it within the period required by applicable UK consumer law.

For returned goods, we may normally wait until we have received the goods back or until you provide evidence that the goods have been returned, whichever occurs first, where permitted by law.

Refunds will normally be issued using the same payment method used for the original transaction unless another method has been expressly agreed.

We will not impose a refund fee solely for issuing a refund that you are legally entitled to receive.

15. Refund Amount

Where a full refund is legally due, the refund will generally include the amount paid for the eligible returned goods together with any delivery amount that must be refunded under applicable law.

A lawful deduction may be made where returned goods have experienced diminished value as a result of handling beyond what is reasonably necessary to inspect them.

Any such deduction will be assessed according to the individual circumstances.

16. Exchanges

If you wish to obtain a different size, style or item, please contact us.

Where an exchange can be accommodated, we will provide the relevant instructions.

An exchange request does not remove or replace any statutory cancellation, refund, repair or replacement rights that may apply to your purchase.

Where an exchange is unavailable, you may need to return the eligible item and place a separate order for the preferred product.

17. Proof of Purchase

We may request reasonable proof that the goods were purchased from us before processing certain return, refund, repair or replacement requests.

Appropriate proof may include order information, purchase confirmation, payment information or other evidence demonstrating the purchase.

The absence of a particular type of receipt does not necessarily mean that a valid claim cannot be considered where other reasonable evidence of purchase is available.

18. Responsibility for Returned Goods

When returning an item, please package it carefully and use a suitable delivery method.

You are responsible for taking reasonable care of goods while they are in your possession.

We recommend retaining evidence that a return has been sent until the return and any applicable refund have been completed.

Where responsibility for loss or damage during return transportation is determined by applicable law, those legal requirements will take priority over this policy.

19. Statutory Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts or replaces rights available to consumers under applicable UK law.

In particular, customers may have legal remedies where goods are faulty, not of satisfactory quality, not fit for their intended purpose or not as described.

Any voluntary return arrangements provided by us operate in addition to, and not instead of, statutory consumer protections.

20. Contact Information

If you have questions regarding a cancellation, return, refund, damaged product, incorrect item or defective product, please contact us using the following details:

Company: Hartmere
Address: 11 EASTLEA MEWS, LONDON, E16 4NY
Email: support@hartmere.online
Telephone: +44 7716828712

When contacting us about an existing purchase, please include enough information for us to identify the relevant order and understand the issue.