Refund & Return Policy

RETURN OF UNWANTED GOODS (CHANGE OF MIND / CANCELLATIONS OF ORDER)

You may cancel your order (or any part of it) within 14 days after the date of delivery by notifying our Customer Service team, either via live chat or the messaging service, please reference your order number in the email. If we have already dispatched the unwanted Goods to you, you must immediately return them to us unused and in their original packaging at your cost. If a refund is payable to you, we will process the refund within five (5) working days upon agreement from Heinz to refund. We will pay the money to you using the same method originally used by you to pay for your purchase. If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section here. Note: Heinz will not accept returns for product purchased through a third party. Please contact the retailer you purchased from to discuss your options.
 

LOST, INCORRECT OR DAMAGED GOODS

If you do not receive your order please contact Heinz as soon as possible to further investigate your delivery timeframes. If you receive a product that is damaged and / or faulty or a product that is incorrect to what you ordered please contact Heinz to discuss your options within 30 days after the date of delivery. Please send photos with confirmation of your order (order number) to our Customer Service team. Heinz will at its option, replace such Goods or refund the purchase price. If a refund is payable to you, we will process the refund within five (5) working days upon agreement from Heinz to refund. We will pay the money to you using the same method originally used by you to pay for your purchase. If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the ''Still need help?' section here. Note: Heinz will not accept returns for product purchased through a third party. Please contact the retailer you purchased from to discuss your options.

Personalised Products

RETURNS POLICY

Regrettably, you cannot cancel, return, or claim a refund for Personalised Products, except where the products are faulty, not as described or as otherwise set out below. 

PRODUCT VERIFICATION

At the time of the delivery, you should check that the number of items delivered matches the delivery confirmation and that the Products are intact and undamaged. If any items are missing or damaged, please notify our Customer Relationship Centre within a reasonable time after discovering the issue and no later than 30 days from delivery. In such cases, we will provide identical replacement products.

DEFECTIVE PRODUCTS

If a Product is faulty or not as described, please contact our Customer Relationship Centre at cs.heinztohome@thehutgroup.com and provide reasonable evidence of this. Upon receiving satisfactory evidence, We will process your order and arrange delivery for a replacement or refund. Your legal rights in respect of faulty or misdescribed products are not affected by this Return or by anything in these General Conditions of Sales.