Step-by-step guide:
1.Register your return
Start your return by clicking HERE
2. Post your return
Proceed through the portal and you’ll be given the option to choose a carrier that suits your needs to return your items. Ensuring your product is securely wrapped.
3. We'll do the rest
Once you have posted your goods back to us, allowing approx. 7-10 days for transportation , our returns team will notify you on arrival, that we have received your items. Please allow a further 5-7 days for the funds to appear against your original payment method.
RETURNS POLICY AND FAQS
Please complete this form and send your item(s) to the address on the form.
To arrange your return please log into your account, select your order and click the return button where you will be guided through the returns process.
Alternatively, if you are experiencing any issues contact us by logging into your account.
Once you have requested your return you have up to 30 days from the day you received your order to return your items to us. Please return the items in their original packaging, package the items securely and ensure our returns form is included inside.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse.
Please note, that items must be returned in the same condition as received, unworn with original tags attached.
Our returns procedure does not affect your statutory rights.
Canterbury products purchased at a retail store or from other websites must be returned to the original store or site from which they were purchased.
All successful returns will be credited to the original method used for payment. Refunds to a card other than the original can only be processed if the original account details have expired. The original delivery charges (if applicable) will not be refunded. We will notify you via email once we have processed your return.
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please contact us with all information you have. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We 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.
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 centre. 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.
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.
For QC assessment we ask customers to provide the following:
· Images of the damage/fault
· Image of the care label tags
· Order details
If the product was purchased from one of our stockists, please contact them directly.
Unfortunately, we're not able to offer an exchange on returned items - you'll automatically be issued a refund for any returned items.
If you are returning goods for return, you are responsible
for the cost of returning them to us. We will only pay the return costs and
subsequent re-delivery costs (if applicable) if the return is a result of our error,
or the goods are faulty.
If you are not satisfied with the way in which we have handled your return or replacement, 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 at feedback@thehutgroup.com or by post at Customer Service Department, PO Box 382, Alexandria, NSW 1435.
