Returns and Refunds
Your Satisfaction is Extremely Important to Us! However, all returns and refunds are assessed on a case-by-case basis due to hygiene issues with some of our products.
If you need more information about our return policy please scroll through our policy below or contact us here.
Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01/10/22. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorization number. Without this number, it can be difficult to process your return meaning the process may take longer.
It is important to note that any gifts with purchase and limited editions will not be eligible for returns, or any products that have been removed from their original packaging. Due to health and safety reasons, we are not able to accept these back once they have been delivered.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Right to Return
You have the right to return your product(s) within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.
To exercise the right to return, you must inform us of your decision to return the product(s) by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Christmas extended returns policy will be in effect from November 1st until December 25th. Customers have the right to return any pristine product bought in-between these dates, until January 30th.
If you return the product(s), we will reimburse you all payments received from you, excluding the cost of delivery.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Can I return a product if I no longer want it?
We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us. All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened. Please contact customer service through your account section to start this process.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by the you, we recommend using a delivery service that insures you for the value of the goods. We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process if applicable. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Model Return Form
To: Highlands Lather LLC, PO Box 697 Pikeville, NC 27863
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and absolute minimal inconvenience. We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. We aim to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message center. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return. We will need to know your order number, the item you want to return, and the reason for your return. Upon receipt of these details, we will provide you with a unique returns authorization number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please, therefore, ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
If you are not satisfied with how we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account.