Refund policy

Last updated: 11 October 2026

Thank you for shopping with HINERZ. If you are not completely satisfied with your purchase, we are here to help.

Free returns: we cover the cost of returning your item

• 14 days to cancel after you receive your order
• 14 more days to send the item back once you have told us
• Refund within 14 days of receiving your return
• Faulty, damaged or incorrect items: we cover the return cost

Your right to cancel
If you are buying as a consumer in the UK, you can cancel your order for any reason within 14 days of receiving your goods. To cancel, contact us using the details below within that period and tell us which item(s) you want to return. You then have 14 days from the day you tell us to send the goods back to us.

You can also cancel an order before it is dispatched by contacting us as soon as possible.

How to return an item

1. Contact us at shaynireow6969@gmail.com with your order number and the item(s) you want to return.
2. Do not send anything yet. Wait for our reply confirming your return.
3. Pack the item securely and send it to: HINERZ, 114-94 Earlbank Avenue, Glasgow, Scotland G14 9DY, United Kingdom, using a tracked service. We cannot be responsible for items that are lost on the way back to us, so please keep your proof of postage.

Condition of returned items
Please take reasonable care of the goods while they are in your possession. Items should be returned unused where possible, in their original packaging and with all accessories and manuals. We may reduce your refund if the goods have lost value because they were handled more than is needed to check them.

Return shipping costs
Returns are free. We will either send you a prepaid return label or refund the reasonable cost of sending the item back to us.

Refunds
We will refund you within 14 days of receiving the returned goods, or of receiving proof that you have sent them back, whichever is earlier. Refunds are made to the original payment method. Your refund includes the standard delivery cost you paid. Your bank or card provider may take a few extra days to show the refund.

Items that cannot be returned

• Items made to your specification or personalised.
• Sealed goods that are not suitable for return for hygiene reasons, if they have been unsealed after delivery.

Faulty, damaged or incorrect items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible, ideally within 7 days of delivery, with your order number and photos of the item and packaging. We will arrange a repair, replacement or refund. This does not affect your statutory rights under the Consumer Rights Act 2015.

Exchanges
If you need a different size or colour, contact us and we will let you know if it is available. Otherwise, please return the item for a refund and place a new order.

Contact us

HINERZ
Email: shaynireow6969@gmail.com
Phone: +44 7452 957266
Address: 114-94 Earlbank Avenue, Glasgow, Scotland G14 9DY, United Kingdom
Opening hours: Monday to Friday, 9:00 to 17:00 (UK time)