Refund policy

OUR REFUNDS POLICY

Changed your mind?

  • If you’ve changed your mind about your HoC purchase  after you’ve received them, that’s no problem. Just return them to us in their original packaging and in perfect resalable condition within 7 of delivery of your order and we’ll refund you in full, No delivery charges (including any premium delivery charges) will be refunded.
  • You can return your products via Royal Mail or any other suitable courier. Items must be returned to: Madison 3PL HQ, Lynda Marilyn House, Mill Green, Leeds, West Yorkshire, LS12 6HE, United Kingdom
  • We’ll process the refund due to you as soon as possible. It'll never be more than 30 days after the day we receive the goods back in stock in re-saleable condition.
  • If you decide you want to return your purchase, we will refund the full value as per the price on www.houseofcharcol.co.uk at the time of return, provided the product is unused and in a resalable condition, You will be liable for the shipping fee.
  • Products should be returned to us in a good, clean and saleable condition and in their original packaging. If the returned goods have not been looked after, and are not in the condition that they were in when delivered to you, we’ll get in touch to talk this through.
  • If you believe your product to be defective, please don’t return the item to us. Let us know by emailing HoC (customerservices@houseofcharcoal.co.uk), with some photos showing the problem, and a short description telling us what went wrong. We’ll get back to you as soon as we can.
    • We will usually process any refund due to you as soon as possible. We will refund the price of a defective Product in full, any applicable delivery charges plus any reasonable costs you incur in returning the item to us
  • If you purchased using a credit card we won’t refund the credit card charges we have incurred to process your payment.