Refund and Returns Policy
We want you to be happy with your order. This policy explains your rights if you change your mind, receive a faulty item, or need to return something.
This policy applies to purchases made from Morag and Hamish, a sole trder based in Scotland, United Kingdom.
For any refund or return query, please contact us at:
mail@moragandhamish.com
Please do not send items back before contacting us. We will provide return instructions after you get in touch.
Your right to cancel an online order
If you buy from us online, you usually have the right to cancel your order within 14 days of receiving your goods. This follows the standard UK distance-selling rules for online purchases.
To cancel an order, email us at:
mail@moragandhamish.com
Please include
- your name
- your order number
- the item or items you want to return
- your reason for return, if relevant
You do not need to give a reason for a change-of-mind return, but it can help us process the return correctly.
Cancelling before dispatch
If you want to cancel an order before it has been dispatched, please contact us as soon as possible at:
mail@moragandhamish.com
We aim to process orders promptly, so cancellation before dispatch may only be possible for a limited time after the order is placed.
If your order has already been dispatched, the normal returns process will apply.
Returning unwanted items
For change-of-mind returns, items should be returned:
- unused
- in their original condition
- in the original packaging where possible
- with any tags, inserts, or included materials
Books may be inspected in the same way you might inspect them in a shop. However, if a book is returned damaged, marked, spine-broken, or handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value.
For change-of-mind returns, the customer is responsible for return postage.
We recommend using a tracked service or keeping proof of postage. If you arrange the return yourself, you are responsible for the item until it reaches us.
Items that cannot be returned for change-of-mind reasons
Some items cannot be returned unless they are faulty, damaged, incorrect, or not as described.
This may include:
- personalised books, such as books signed to a named person
- books with a custom message requested by the customer
- made-to-order or specially requested items
- digital products, if these are offerd in future and the download/access has begun with the customer’s agreement
This does not affect your statutory rights if an item is faulty, damaged, incorrect, or not as described.
Faulty, damaged, incorrect, or missing items
If your order arrives faulty, damaged, incorrect, or incomplete, please contact us as soon as possible at:
mail@moragandhamish.com
Please include:
- your name
- your order number
- a description of the issue
- photos of the item, where appropriate
- photos of the packaging, where appropriate
For faulty, damaged, incorrect, or missing items, we will put things right. Depending on the situation, this may include a replacement, a refund, or another suitable remedy.
If an item is faulty, customers usually have a short-term right to reject it within 30 days and receive a refund. After that, other remedies such as repair, replacement, price reduction, or refund may apply depending on the circumstances.
Where we ask you to return a faulty, damaged, or incorrect item, we will cover reasonable return postage or provide return instructions.
Refunds
Refunds will be made to the original payment method used for the order.
For change-of-mind cancellations, we will refund the cost of the returned item and the standard original delivery cost, where applicable.
We will process refunds within 14 days of receiving the returned goods or receiving proof that you have sent them back, whichever is earlier. UK guidance states that refunds for online cancellations should include the outbound delivery cost, but only up to the cheapest standard delivery option offered.
We may reduce the refund if returned goods have been handled more than necessary or returned damaged.
Return postage
For change-of-mind returns, the customer is responsible for return postage.
For faulty, damaged, incorrect, or missing items, we will cover reasonable return costs where a return is required.
Please contact us before returning anything so we can provide the correct return instructions.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the original item following this policy and place a new order.
Sale items and bundles
sale items, discounted items, and bundle deals are covered by the same legal rights as full-price items.
This means your cancellation rights and statutory rights still apply unless a specific legal exception applies.
International orders
Morag and Hamish currently sells to the UK only.
If international orders are offered in future, change-of-mind return postage will normally be the customer’s responsibility.
Customs duties, importnat taxes, or local charges paid to a country’s customs authority or delivery provider are not usually refundable by us, unless they were charged by us directly at checkout.
Contact us
For all refund, return, cancellation, or order issue queries, contact:
Morag and Hamish
Email: mail@moragandhamish.com
We will provide return instructions after you contact us.