HIPETY

Return & Refund Policy

Last updated: 12 October 2026

30-DAY RETURN WINDOW — Not happy? Contact us within 30 days of delivery and we will sort it out — exchange or refund, your choice.

1. Our promise to you

At Hipety, we want every customer to be completely satisfied with their purchase. If you are not happy with your order, we offer a straightforward 30-day return and refund process, and we will always aim to resolve any issue quickly and fairly.

Your statutory rights under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 are not affected by this policy and always apply.

2. Return eligibility

You may request a return within 30 days of the delivery date, provided:
- The item is unused and in its original condition
- You have proof of purchase (order confirmation email)

Please return items in their original packaging where possible. If an item is returned used, damaged by the customer, or without its packaging in a way that reduces its value, we may reduce your refund to reflect this.

Not eligible for return:
- Personalised or custom-made products
- Sealed hygiene items (for example grooming tools) that have been unsealed and used, unless they are faulty or not as described, in line with the Consumer Contracts Regulations 2013
- Returns requested after the 30-day window without prior agreement

3. How to return an item

Step 1 — Email us at support@hipety.com within 30 days of delivery
Step 2 — Include your order number, the item(s) you wish to return, and the reason for your return
Step 3 — We will reply within 1–2 business days with your return instructions and the full return address
Step 4 — Pack the item securely and send it to the address we provide
Step 5 — Once we receive and inspect your return, we will process your exchange or refund within 5 business days

Where returns are sent: our products are fulfilled by our third-party fulfilment partner in China, and returns are sent back to their returns centre in China. International return postage from the UK to China usually costs more than standard UK postage, so please take this into account before sending a change-of-mind return.

Please do not send items back without contacting us first, as returns sent without instructions may not reach the correct address.

4. Return shipping costs

4.1 Faulty, damaged or incorrect items — Hipety pays
If your item arrives faulty, damaged in transit, or is not what you ordered, we will cover the full cost of returning it — or, in most cases, we will not ask you to return it at all.

Report items damaged in transit within 48 hours of delivery, with clear photos and your order number, by emailing support@hipety.com.

4.2 Change-of-mind returns — customer pays
If you are returning an item because you have changed your mind, no longer want it, or ordered the wrong size or variant, the cost of return shipping (including international postage to China) is the responsibility of the customer.

We recommend using a tracked postal service for your return, as Hipety cannot be held responsible for parcels lost in transit on their way back to us.

5. Exchanges

If you would prefer a replacement or a different product instead of a refund, just let us know when you contact us. We are happy to arrange an exchange where stock is available.

To request an exchange:
- Contact us at support@hipety.com with your order number
- Tell us which item you would like in exchange
- We will confirm availability and arrange the exchange once we receive your return

If the item you want in exchange is higher in value, we will ask you to pay the difference. If it is lower in value, we will refund the difference to your original payment method.

6. Refunds

6.1 Refund processing time
Once we receive and inspect your returned item, we will process your refund within 5 business days. You will receive a refund confirmation email once it has been issued.

Please allow additional time for your bank or card provider to process the refund, typically 3–5 business days after we process it.

6.2 Refund method
Refunds are always issued to your original payment method.

6.3 Partial refunds
We may issue a partial refund if:
- The item is returned in a condition that reduces its value
- Only part of a multi-item order is returned
We do not charge restocking fees.

6.4 Original shipping costs
All Hipety orders include free standard shipping, so there are no original shipping costs to refund.

7. Faulty or damaged items

If your item arrives damaged or develops a fault within 30 days of delivery, you are entitled to one of the following under the UK Consumer Rights Act 2015:
- A full refund
- A free replacement
- A repair (where applicable)

To report a faulty or damaged item:
- Email support@hipety.com within 48 hours of delivery for items damaged in transit
- Email support@hipety.com within 30 days of delivery for items that develop a fault
- Include your order number and clear photographs of the fault or damage

We will review your case and respond within 1–2 business days with a resolution. We do not require you to return faulty items in most cases.

8. Items lost in transit

If your return parcel is lost on its way back to us, Hipety cannot be held responsible unless we provided the return label. We strongly recommend:
- Using a tracked postal service for all returns
- Keeping your proof of postage until your refund or exchange is confirmed

9. Late returns

If you contact us after the 30-day return window, we will assess your request on a case-by-case basis. We cannot guarantee a return or refund outside our standard policy window, but we will always try to find a fair resolution.

10. Contact us

Email: support@hipety.com
General enquiries: hello@hipety.com

We aim to respond to all return requests within 1–2 business days, Monday to Saturday.

Hipety — Premium Pet Products, Delivered With Love.