Returns & Refunds Policy

Effective Date: November 2024
Company: Silkon Global Ltd (trading as Herbert Accessory)

Your UK Consumer Rights

As a UK-registered business, we comply fully with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. You have the right to return most items within 14 days of receipt for any reason.

14-Day Returns Policy

Eligibility

You may return any item within 14 days of delivery if:

  • The item is unused and in original condition
  • All tags and packaging are intact
  • The item has not been worn, washed, or altered
  • You provide proof of purchase

How to Return an Item

Step 1: Contact us within 14 days of receiving your order

  • Email: support@herbertaccessory.site
  • Subject: “Return Request – Order #[Your Order Number]”
  • Include: Reason for return, order number, item(s) to return

Step 2: Wait for return authorization

  • We’ll respond within 48 hours with return instructions
  • You’ll receive a Return Authorization (RA) number
  • We’ll provide the return address

Step 3: Ship the item back

  • Pack securely in original packaging
  • Include RA number on package
  • Use tracked shipping service
  • Keep your tracking receipt

Return Address:
Herbert Accessory Returns
69 St Benets Road
Stalham, Norfolk
NR12 9DW
United Kingdom

Return Shipping Costs

Standard Returns (Change of Mind):

  • Customer is responsible for return shipping costs
  • We recommend using tracked, insured shipping
  • Items remain your responsibility until received by us

Faulty or Incorrect Items:

  • We cover all return shipping costs
  • Contact us immediately for a prepaid return label
  • See “Faulty Items” section below

Refunds

Refund Processing

Once we receive and inspect your return:

  • Inspection: Within 2-3 business days of receipt
  • Refund Issued: Within 14 days of receiving the return
  • Refund Method: Original payment method
  • Refund Amount: Full purchase price (excluding original shipping unless item is faulty)

Refund Timeline

  • Credit/Debit Card: 5-10 business days after refund is issued
  • PayPal: 3-5 business days after refund is issued
  • You will receive email confirmation when refund is processed

Non-Refundable Items

The following cannot be returned:

  • Personalized or custom-made items
  • Items marked as “Final Sale”
  • Items returned without authorization
  • Items damaged due to misuse or neglect

Exchanges

We currently do not offer direct exchanges. To exchange an item:

  1. Return the original item following the returns process
  2. Place a new order for the desired item
  3. Once your return is processed, your refund will be issued

Faulty or Damaged Items

Our Commitment

If you receive a faulty, damaged, or incorrect item:

  • Contact us within 48 hours of delivery
  • We’ll arrange collection at no cost to you
  • Full refund or replacement provided
  • We cover all associated costs

How to Report a Fault

  1. Email us immediately: support@herbertaccessory.site
  2. Include clear photos of the fault or damage
  3. Provide your order number
  4. Describe the issue in detail

Resolution Options

You may choose:

  • Full Refund: Money returned to original payment method
  • Replacement: New item sent at no additional cost
  • Partial Refund: If you wish to keep the item with a discount

Late or Missing Orders

Delivery Issues

If your order hasn’t arrived within the estimated timeframe:

Days 1-10: Normal delivery window for standard shipping

  • Track your order using the tracking number provided
  • Most orders arrive within 7 days

Days 11-14: Contact us

  • Email: support@herbertaccessory.site
  • We’ll investigate with the courier

After Day 15: Refund or resend

  • We’ll issue a full refund or resend your order at no cost

Contact Us

For any returns or refund queries:

Email: support@herbertaccessory.site
Phone: +44 07591 225895
Hours: Monday-Friday, 9:00 AM – 5:00 PM GMT

Postal Address:
Silkon Global Ltd
71-75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom

Returns Address:
Herbert Accessory Returns
69 St Benets Road
Stalham, Norfolk
NR12 9DW
United Kingdom

Your Legal Rights

This returns policy does not affect your statutory rights under UK law. For more information about your consumer rights, visit Citizens Advice.

Last Updated: November 2024
Silkon Global Ltd, Company Number: 15248667, Registered in England and Wales

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