Refund policy

REFUND & RETURNS POLICY

Trading Name: Holgan Ertouttin

Customer Enquiries & Returns Support: contact@holganertouttin.store

At Holgan Ertouttin, we are committed to offering sartorial pieces of uncompromised quality, tailored to the highest standards of British craftsmanship. In full accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this policy outlines your statutory rights and entitlements regarding order cancellations, returns, and refunds.

1. Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you possess the statutory right to cancel your purchase within a 14-day cooling-off period without providing any justification.

Commencement of the Period: The cancellation period commences the moment you place the order and concludes 14 calendar days from the date upon which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.
Exercising Your Right: To initiate cancellation, you must unequivocally inform us of your decision by submitting a written notice to contact@holganertouttin.store prior to the expiry of the 14-day window. Please state your full name, order number, and clear intention to withdraw from the contract.

2. Return of Goods Following Cancellation

Return Window: Upon notifying us of your intent to cancel, you must dispatch the items back to our designated returns facility without undue delay and, in all events, no later than 14 calendar days from the date of your notification.
Condition of Returned Items: Items must be returned in an unworn, unaltered, and unwashed condition, with all original tags, internal silk ribbons, spare horn buttons, and protective dust bags fully intact. You are legally entitled to examine the garments as you would in a Savile Row fitting room; however, any diminution in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the garments will be deducted from your final refund.
Return Carriage Costs: Unless an item is proven to be faulty or misdescribed upon arrival, the direct cost of returning the goods remains the responsibility of the customer. We strongly recommend utilising a tracked and insured postal service (such as Royal Mail Special Delivery), as risk during return transit rests with the sender until received at our premises.

3. Refund Terms & Timelines

Scope of Refund: Where an order is cancelled within the statutory 14-day cooling-off period, we shall reimburse all payments received from you, including the standard delivery costs incurred when the order was originally dispatched. Please note that if you selected an enhanced delivery option (such as Saturday or Express Delivery), only the value of our least expensive standard delivery charge will be reimbursed.
Processing Timeline: In accordance with statutory UK provisions, refunds will be executed without undue delay and no later than 14 calendar days from either:
1. The date we receive the returned goods at our distribution premises; or
2. The date you supply verifiable evidence demonstrating that the goods have been dispatched back to us (whichever is earlier).
Payment Method: All reimbursements will be issued using the exact payment method employed for the initial transaction, unless explicitly agreed otherwise. No supplementary administrative fees will be levied for the refund processing.

4. Faulty, Damaged, or Misdescribed Goods (Consumer Rights Act 2015)

Every piece curated by Holgan Ertouttin must be as described, fit for purpose, and of satisfactory quality. If a product fails to satisfy these legal criteria, you are entitled to the following statutory remedies:

Short-Term Right to Reject (0–30 Days): If an item is faulty, damaged upon arrival, or not as described, you have an absolute statutory right to reject the item and claim a full refund within 30 calendar days of physical delivery. You are not obliged to accept a repair or replacement during this period.
Repair or Replacement (30 Days to 6 Months): Should a fault manifest itself after the initial 30-day period but within six months of delivery, you are entitled to request a complimentary repair or replacement. If a repair or replacement is deemed impossible or proves unsuccessful, you retain the legal right to claim a full refund or an appropriate reduction in price.
Reimbursement of Return Postage for Faulty Goods: When an item is verified as faulty or non-compliant, Holgan Ertouttin will absorb and reimburse all reasonable return delivery costs.

5. Non-Cancellable & Bespoke Items

In accordance with Regulation 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to:

Garments made to bespoke measurements, custom tailoring, or personalised monogramming.
Sealed goods not suitable for return due to health protection or hygiene reasons once unsealed after delivery (such as intimate apparel or bespoke socks).