Refund Policy

Refund / Returns Policy

Hack Up Bespoke Ltd Returns & Refunds Policy - The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

All Hack Up Bespoke products are non refundable as they are created specifically for the individual horse / dog, and are clearly personalised.

All Hack Up Bespoke pre-formulated products are available for a full refund

Returned items should be unused and must be returned in original packaging unopened within 14 days of dispatch, Our products include perishable ingredients, therefore, once opened, used or if the tamper evident seal has been broken, it is deemed that you have accepted the goods as defined by Trading Standards. Returned goods are to be accompanied by a note showing your name, the date of order and the order number, stating the reason for being returned. We will issue a refund on receipt, including the cost of initial postage at the standard rate current at that time. If you do not pay for the goods to be returned to us, a deduction will be made from your refund to cover our costs for collecting the goods. 

The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Goods will only be accepted for return if they are dispatched within 14 days of delivery, unless we have notified you otherwise.

The cost of returning the item to us is your responsibility.

The cost of returning the item to us is only refundable where goods are faulty and a refund is made.

Hack Up Bespoke Buy and Book (auto delivery) system enables free delivery on large orders, products will be delivered at regular intervals during a twelve month period (or thereabouts), to guarantee a fresh continual supply. There are two circumstances where a refund or credit note will be made.

  1. In the untimely event that your horse may be deceased a refund will be issued against the remaining outstanding undelivered product. The refunded amount will be calculated by assessing the volume of bespoke product a customer has already received and what it would cost to purchase that volume as a 'one off' sale. The balance of what has been paid for the Buy & Book will be refunded in full.
  2. If your horse is sold (or goes on loan) the agreement will travel with the horse or a credit note can be issued for the remaining order to be redeemed against any additions / bespokes, please inform the office as new details will be required for delivery.

Hack Up Bespoke - monthly subscription

This newly launched reduced monthly payments system is using the proven split payment facility of the buy and book system, During the first three months, there is no cancelation period. However, after 12 weeks you do have an option to opt-out and not repeat the delivery. Direct debit facilities will then replace the first three months or the three months will begin again. This is dependant on the final coding of the automated direct debit by the bank.

The returns policy does not apply to:

Items collected in person.

Goods made to the customers specification (Bespoke) which are clearly personalised.

Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.

Damaged or Defective Items
Should you receive a damaged or defective item from us, we will offer you a prompt replacement. However, you must return the damaged or defective product and this must be received by us within 14 days of delivery to you. You will not be charged any additional shipping or handling fees for replacement shipments.

  • Hack up bespoke team

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