REFUND &
RETURNS
OUR COMMITMENT TO YOU
At Hanging On By Fingertips, we want you to be completely satisfied with your purchase. Our policy is designed to be fair, transparent, and compliant with consumer protection laws in both the European Union (EU) and the United Arab Emirates (UAE). We prefer to refund your money or resend the item to ensure your happiness.
GENERAL RETURN & REFUND TIME PERIOD
| Region | Item Status | Right | Time Period |
|---|---|---|---|
| EU Customers | Unwanted / Change of Mind | Right of Withdrawal / Cancellation | 14 calendar days from the date of delivery. |
| UAE & International | Unwanted / Change of Mind | Standard Return Period | 14 calendar days from the date of delivery. |
| All Customers | Damaged, Defective, or Wrong Item | Faulty Goods Return | 14 calendar days from the date of delivery. Longer periods may apply under statutory warranties. |
RIGHT OF WITHDRAWAL
You have a legal right to cancel and return your order for any reason within 14 calendar days from the day you, or a person indicated by you other than the carrier, receives the goods.
- To exercise this right: You must inform us of your decision by a clear statement, such as email or letter. You do not need to give a reason.
- Return of Goods: Once you notify us, you have a further 14 days to return the items.
- Refund: We will issue the full refund, including standard delivery costs, within 14 days of receiving the returned item or receiving proof that the item has been shipped back.
CONDITIONS FOR ALL RETURNS
For a return to be accepted, the item must meet the following conditions:
- Condition: The item must be unused, unwashed, and in the same condition that you received it.
- Packaging: It must be in the original packaging with all tags, labels, and protective seals intact.
- Proof of Purchase: A receipt or proof of purchase, such as an order number, is required.
- Non-Returnable Items: Certain items cannot be returned due to hygiene or specific legal rules. See Section 6.
OUR RESOLUTION OPTIONS
Upon receiving and inspecting your return request, we will typically offer the following options:
If your item is faulty, damaged during shipping, or you received the wrong product:
- Full Refund: We will offer a full refund including all shipping costs.
- Immediate Reshipment: We will, at your preference, resend a replacement item immediately, subject to stock availability, at no extra cost. Where possible, we may do this without requiring the original item to be returned first to save you hassle.
If you simply changed your mind within the allowed period:
- Full Refund: We will offer a full refund for the item cost.
- Exchange / Store Credit: We can process an exchange or offer store credit if you prefer.
NON-RETURNABLE ITEMS
- Custom or personalised orders.
HOW TO START A RETURN
- Contact Us: Send an email to support@hangingonbyfingertips.com with your order number and the reason for the return/refund request.
- Wait for Confirmation: We will respond with an official Return Authorisation and instructions on how and where to send your package.
- Ship the Item: You will be responsible for paying your own shipping costs for returning an item, except in the case of damaged or defective items, where we may provide a pre-paid label or reimburse you.
REFUNDS & PROCESSING
- Method: Refunds will be processed and applied to your original method of payment, such as credit card or bank transfer.
- Timeline: The refund will be processed within 7 business days of us approving the return/refund. Please note that banks and payment providers may take longer to credit the funds back to your account.
