Refund policy
Our Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if it is not damaged.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@thehypercollective.co.uk.
If your return is accepted, unless approved as a damaged item, the original shipping cost will be refunded - but you will need to pay for the return of the item at your own cost. Items sent back to us without first requesting a return will not be accepted.
Damaged Items
At The Hyper Collective, we understand that occasionally items may arrive damaged (although we go to great lengths to mitigate this) during shipping. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item(s), so that we can evaluate the issue and make it right.
If you receive a damaged/wrong item(s), you must:
- Contact us within 30 days of receiving your order
- Provide clear photographic evidence showing the damage to both the item and packaging/the wrong item(s) received
- Include your order number and description of the damage/wrong items(s)
- Send photos to info@thehypercollective.co.uk with "DAMAGED ITEM - Order #[number]" or "WRONG ITEMS - Order #[number]" in the subject line
Our Review Process
Once we receive your damage/wrong item(s) report:
1. We will review your photos and order details within 2 business days
2. If approved, we will email you a prepaid return label
3. You will have 14 days from our approval to return the item
4. Items must be returned in their original packaging where possible
Refunds for Damaged Items
For approved damaged item returns:
- Full refund including original shipping costs will be processed
- Refunds will be issued to your original payment method
- Processing time is 5-10 business days after we receive the returned item
- We will cover all return shipping costs for damaged items
What We Cannot Accept
We cannot accept returns for:
- Items damaged after delivery through use or mishandling
- Items without photographic proof of damage
- Items reported more than 30 days after delivery
- Items damaged due to misuse or normal wear and tear
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thehypercollective.co.uk.
Your Rights - 14-day cooling off period for online orders
You have the right to cancel or return your order within 14 days of receiving your order, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
For any further return questions, please contact us at info@thehypercollective.co.uk.