Refund policy

If a piece is not right for your home, here is how to return it. This policy applies to orders placed directly with High & Bury and does not limit your statutory rights.

The essentials

Change of mind: tell us within 14 calendar days after the day you receive the goods that you want to cancel.
Sending it back: return it within a further 14 calendar days after telling us.
Restocking fee: none.
Return postage: you pay international postage to China for a change of mind; we cover reasonable return costs for faulty, damaged or incorrect goods.
Refund: original payment method. We aim to process it within 7 business days, subject to the time limits below.

How to start a return

Email hey@highandbury.com with your order number and the item you want to return, or use our contact form. You do not need to give a reason when exercising your statutory right to cancel. For damage or a fault, describe the issue and include photographs where reasonably possible.

We aim to reply within 24 hours on business days with a return reference and packing instructions. A return reference helps us identify your parcel; waiting for one does not shorten or invalidate a cancellation you have notified within the time limit.

Return location

Returns are handled by our third-party logistics partner in China. This is an international return from the UK. Our Chichester business address is for correspondence and does not accept returned goods.

Email hey@highandbury.com for the correct return address and packing instructions. We can also provide the address before you order if you want to check postage costs. Pack the item securely and keep proof of posting. Requesting return instructions does not remove your statutory cancellation rights.

Condition of a change-of-mind return

You may inspect the goods as you would in a shop. Return the item with its supplied parts and accessories, using the original packaging where reasonably possible or other suitable protective packaging.

If handling goes beyond what is necessary to establish the item’s nature, characteristics and functioning, we may reduce the refund to reflect a resulting loss in value, where the law permits. Opening packaging to inspect an item does not by itself remove your right to cancel.

Who pays return postage?

Change of mind: you pay the direct cost of sending the goods to our return partner in China. International postage can cost more than a UK return; the amount depends on the parcel, carrier and service you choose. If an item cannot normally be returned by post, ask us for an estimate before ordering.

Faulty, damaged, incorrect or not as described: contact us so we can arrange an appropriate remedy and cover reasonable required return costs. Do not pay for an unusually expensive return service before discussing the arrangements with us.

Refund timing

We aim to process an eligible refund within 7 business days. For a statutory cancellation, reimbursement is made without undue delay and no later than 14 calendar days after we receive the goods back or you provide evidence of sending them back, whichever is earlier. Where no goods were supplied, the applicable cancellation refund deadline runs from notice of cancellation.

Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. We refund the standard outbound delivery cost if you paid it; any extra cost for a more expensive delivery service is excluded. Standard delivery on our store is free. Your bank or payment provider may take additional time to display the credit.

Faults and your consumer rights

Goods must be as described, of satisfactory quality and fit for their intended purpose. The 14-day change-of-mind window does not replace your rights for faulty goods, including the applicable short-term right to reject and rights to repair, replacement, price reduction or refund. Contact us if a problem appears after the change-of-mind window.

Exchanges and cancelling before dispatch

Contact us if you would like a different option. Exchanges depend on availability and any price difference will be explained before you agree. You may also cancel before dispatch; if the parcel has already been sent, follow the return process above.

Optional cancellation notice

You can use the wording below, but any clear statement that you wish to cancel is sufficient:

To (cancellation notices only, not returned goods):

High & Bury
Omega Westergate Street
Westergate, Chichester
England PO20 3QU
United Kingdom

Company Name: ECOMMERCE LABS LTD
Company Registration Number: 09130166

Email: hey@highandbury.com
I give notice that I cancel my contract for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):