Crook hooks

Refunds, returns & exchanges

We hope you are delighted with your order but if you would like to return or exchange an item please write to us within 14 days (cooling off period) of receiving your order. You have a further 14 days to return your item to us. 

To be eligible for a return, your item must be in the same condition that you received it, intact, unused and in its original packaging. Otherwise, we reserve the right to refuse a refund or will offer a partial refund of the selling price. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@thelermonthupton.com. Please note that returns will need to be sent to the following address: Thelermont Hupton, Station Approach, London Road, Great Chesterford, Essex, CB10 1NY, United Kingdom.

If your return is accepted, we’ll send you instructions on how and where to send your package. We are sorry but we are unable to offer free returns. Items sent back to us without first requesting a return will not be accepted. 

When returning your item(s) please wrap and pack it securely to avoid damage during transit. We recommend using a trackable, signed-for service to avoid any subsequent issues over items damaged or lost when being returned to us. 

Refunds include standard shipping costs originally paid. Refunds for express or priority delivery costs are not refunded for goods arriving on time only if the order has arrived late. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Please don’t throw away the item or any packaging away as this will affect your claim for a refund or exchange. We may request photographs of the item, the interior packaging and the exterior packaging including labels. 

Exceptions / non-returnable items

Made-to-order and custom products (such as special orders or personalized items) cannot be returned.

But, you can amend or cancel your lighting, furniture and custom colour items if you notify us in writing within 7 days of placing your order. After 7 days we are unable to exchange or refund items made to your specific requirements.

Made-to-order and custom-made items can only be exchanged or refunded in the unlikely event of a fault being found which should be reported to us within 14 days of receipt. 

Please note:

- Unfortunately, we cannot accept returns on sale items or gift cards.

- Any item of furniture we are unable to deliver due to problems involving access to a property that is not mentioned by email when ordering will not be refunded. Please double-check all access and item measurements. 

- Lighting items need to be installed by a suitably qualified electrician.

- We can only refund and exchange items purchased on our website. If you purchased an item from one of our stockists please contact them directly.

- Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at info@thelermonthupton.com.

Cancellations by us

We reserve the right to cancel the order if, for example, we are unable to source sufficient components or materials to deliver the items you have ordered. In the event of us cancelling the order, we will provide a full refund within 15 days.

You can always contact us for any return questions at info@thelermonthupton.com.