Delivery Policy
If item/s is in-stock we will aim to deliver within 3 business days once full payment has been received. Packages will be shipped via Royal Mail.
Returns Policy
You may return most new, unopened items within 30 days of delivery for a credit. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
30 days right to reject
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you receive your product.
Shipping
We only ship to addresses in the United Kingdom.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Privacy policy
View our privacy policy here.
Complaints
If you are not entirely happy with your recent experience, please raise a complaint by contacting our manager, Kathy, via email on manager@gatwardsofhitchin.co.uk or by phone on 01462 434273.
We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within one week, we will send you a final response detailing our resolution. If we are unable to provide you with a final response at one week, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.