Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, and you’ll then have a further 14 days to return the item from the date of return request.  Outgoing postage paid by customers when they place their order is non refundable in the event of any items that may be later returned.

Items purchased in store at a reduced in price for sale or clearance may be returned within 14 days for an exchange or gift card only. 

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging and labels. You’ll also need the receipt (packing slip) or proof of purchase. Unfortunately we can not cover return postage.

To start a return, please contact us at hello@rhool.com. where we can offer you a returns label for £5 (deductible from refund) Excludes items returned form Northern Ireland. Large items received by Parcelforce are also excluded from DPD returns service due to size restrictions. Please email us where we can help you with your return.

Items sent back to us without first requesting a return will not be accepted. 

Please contact us for any return questions at hello@rhool.com.

Damages and issues
All our items are delivered requiring a signature. Please inspect your order upon delivery and contact us immediately at hello@rhool.com if the item is defective, damaged or if you receive the wrong item. We shall endeavour to help and fix the issue as soon as possible. Damaged goods must be reported within 24 hours of delivery. Delays in reporting damaged goods can result in no refund or replacement being issued.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Gift Cards

Unfortunately, we cannot accept returns on sale items or gift cards. Gift cards are valid for 12 months from the date of purchase. Gift Cards are treated as cash, therefore we will not be able to replace/refund if lost or stolen. No change or refunds will be given if you don't use the full amount of your purchase, however any balance remaining may be applied on future purchases as long as the Gift Voucher is still valid.

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, minus initial postage costs. Please remember it can take some time for your bank or credit card company to process and post the refund too.