What should I do if I receive an incorrect item?
The Hut has high standards when it comes to packaging your order however mistakes do occur from time to time. Please contact their Customer Service Team with all the information you have. As part of their customer objectives, they will do their most to resolve your query with speed, ease and with absolute minimal inconvenience. The Hut reviews each case individually when considering the return of the product; in some cases, they may require further information such as pictures so they can choose the best course of action.
What should I do if my item is damaged?
Although they take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept their apologies if you have received a damaged item. The Hut asks that you do not refuse delivery, instead accept the goods and contact them immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact them through your account using the online message center. Please attach any pictures you have of the damage to the message. A member of their team will review the details and offer the best resolution to resolve your query.
Can I exchange an item?
Unfortunately, they are unable to offer an exchange service at this time. Please follow the returns procedures to return your item(s) and place a new order for the replacement.
How do I report a fault with my product?
Please accept their apologies if you believe there is a fault with your item, they take all complaints regarding the quality of their products seriously and they will need to investigate the reported fault in more detail. In order to do this, they ask that you contact them through your account using the online message center. Please provide details of the fault and where possible attach pictures to your message.
Will you refund my postage costs to return an item?
The Hut is more than happy to refund postage costs to return an item where the return is required due to their error. For instance:
• If they sent you the wrong item
• If the item is damaged or faulty
The Hut will not refund postage costs to return items that are unwanted or no longer required. These costs will need to be covered by you, again they recommend using a delivery service that insures you for the value of the goods. The Hut will not refund postage costs to return any item due to reported damage or fault where no error was found in the inspections of the item. Costs of posting the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.