Refund Policy

This page explains how returns and refunds work when you shop with Hipi.co.uk (Inkeria Limited).

Returning because you changed your mind? See section 1.
Is there something wrong with the item (defective, damaged or wrongly delivered)? See section 5.

Contact us
Email: hi@hipi.co.uk
Return address: 71-75 Shelton Street, London WC2H 9JQ, United Kingdom

1) RIGHT TO CANCEL AND RETURN (WHEN YOU HAVE CHANGED YOUR MIND)

1.1 Cancellation period
As a consumer you have the right to cancel within 14 days from the day after you received the item, under the Consumer Contracts Regulations 2013. This does not apply to personalised products made to your specifications, such as name labels, lunch boxes and bottles with your chosen design and name.
To exercise your right to cancel you must give us a clear notification within the deadline, for example by email.

Send cancellations to: hi@hipi.co.uk
Please include: your name, order number and which items are affected.

You may also use our model cancellation form (optional): Cancellation form

1.2 Return deadline
Once you have notified us that you are cancelling, you must return the item without undue delay and no later than 14 days after the cancellation was notified.

1.3 Condition of the item – you may inspect it
You may open and inspect the item as you would have done in a physical shop.
If the item has been used more than is necessary to establish its nature, characteristics and functioning, we may deduct an amount for the reduction in value.

We recommend that the item is returned:
– clean and intact
– well packaged (preferably in the original packaging if you still have it, but this is not a requirement)
– together with any accessories/labelling that came with it

1.4 How to return – step by step
1) Notify us by email: hi@hipi.co.uk (include your order number)
2) Pack the item securely
3) Send the return to:
Inkeria Limited, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom
4) Keep your proof of postage/tracking number

You are responsible for the return shipment until it has been received by us. We recommend a tracked service, especially for higher-value items.

1.5 Return costs
For cancellations you normally pay the cost of returning the goods yourself, unless we have agreed something else in writing (for example a free-return campaign).

2) REFUNDS

2.1 What is refunded?
When the right to cancel has been exercised correctly, we will refund:
– the amount you paid for the item(s), and
– the cost of standard delivery.

If you chose a more expensive delivery option than standard, we will not refund the difference.

2.2 When will I get my money back?
We will refund you without undue delay and no later than 14 days after we received notice of your cancellation.
We may, however, withhold the refund until:
– we have received the item back, or
– you have provided evidence that the item has been sent (e.g. proof of postage/tracking).

2.3 How is the refund paid?
Refunds are normally made to the same payment method used for the purchase:

– Card (Visa/Mastercard/Amex): refunded to the same card
– Apple Pay: refunded to the card linked to Apple Pay
– Klarna invoice/instalments: Klarna will update/adjust the invoice in line with their procedures.
If the invoice has not yet been paid, it will normally be credited/updated.
If you have already paid, Klarna will handle the repayment in line with their procedures.

Questions about Klarna: Klarna customer service

3) EXCHANGES
We are happy to help with an exchange if the item is in stock.
The quickest option is often to:
– return the item you no longer want (as a normal cancellation), and
– place a new order for the item you want instead.

If you would like our help with an exchange, contact us at hi@hipi.co.uk before sending the item back.

4) EXCEPTION: CUSTOMISED/PERSONALISED ITEMS
The right to cancel does not apply to goods that are made to the consumer’s specifications or are clearly personalised (for example name labels, bottles or lunch boxes with your chosen name/design).

Important: Even if the right to cancel does not apply, you still have your statutory rights under the Consumer Rights Act 2015 if there is a fault or defect with the item.

5) FAULTY OR INCORRECT ITEMS (CONSUMER RIGHTS)

If the item is faulty, damaged, or you have received the wrong item, contact us and we will help you.

Contact: hi@hipi.co.uk
Please include:
– your order number
– what is wrong (photos/video are helpful)
– whether the packaging/shipping label is damaged (in case of transport damage)

5.1 Time limits
You should notify us within a reasonable time after you discovered the fault.
Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Statutory rights for faulty goods generally apply for up to 6 years from purchase in England, Wales and Northern Ireland (5 years from discovery in Scotland).

5.2 Returning a faulty item
Please do not send the item back before you have received instructions from us, unless we agree otherwise.

6) TRANSPORT DAMAGE
Please check the parcel and the items on receipt.
If the item is damaged in transit:
– contact us as soon as possible
– include photos of the damage to the item and, if possible, the packaging

We will assess whether to send a replacement, issue a refund, or find another solution.

7) UNCOLLECTED PARCELS
Uncollected parcels are not automatically treated as use of the right to cancel.
If a parcel is returned to us because it has not been collected/delivered, we may deduct the actual costs we are charged (e.g. return postage). The remaining amount will be refunded.

8) QUESTIONS
Get in touch and we will help:
Email: hi@hipi.co.uk
Opening hours: 8-16, phone hours: 09-14