Refund policy

Refund & returns policy

At Hamak, we follow UK consumer law for online purchases. This policy explains how to cancel your order, return a chest of drawers, or request a refund when you shop at hama-k.com.

Full details about the business operating this store are in our Legal notice.

1. Your 14-day cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a UK consumer you have 14 calendar days from the day you receive your order to cancel, without giving a reason.

We do not offer any return period beyond this legal minimum.

2. When a return is accepted

To be eligible, the item must:

• be returned within 14 calendar days of delivery;
• be in its original packaging, with all parts, fittings, and instructions included;
• be unused, unassembled (except for a quick check on opening), and in resaleable condition;
• include proof of purchase (order number or email confirmation).

Chest of drawers are large items. Please check the dimensions on the product page before you order.

3. How to start a return - contact us first

You must contact us before sending anything back. Returns sent without prior approval may be refused.

1. Email contact@hama-k.com or use our contact form.
2. Include your order number, the product name, and why you are returning it.
3. Wait for written confirmation and return instructions.
4. Pack the item securely to avoid damage in transit.
5. Keep proof of postage until your refund is confirmed.

4. Return postage costs

• Change of mind (cancellation): you pay return postage. Furniture is heavy and bulky, so costs can be significant - please factor this in before ordering.
• Faulty, damaged on arrival, or not as described: we cover return costs once your claim is approved and we have received the photos we need.
• Wrong item sent (our error): we cover return costs.

5. Specific situations

5.1 Faulty item

If you find a manufacturing fault, contact us within 48 hours of delivery with clear photos of the fault and packaging. We will offer a repair, replacement, or refund under the Consumer Rights Act 2015.

5.2 Damaged in transit

If the outer packaging is visibly damaged, note this with the courier if you can. Inspect the full item, then contact us within 48 hours at contact@hama-k.com with your order number and photos of the damage and packaging. Do not dispose of the packaging until the item has been fully checked.

5.3 Wrong product received

If you received a different model from the one you ordered, contact us within 48 hours. We will arrange a return and send the correct item, or issue a full refund.

5.4 Order not received

If your order has not arrived within the estimated timeframe, contact us with your order number. We will investigate with the carrier and keep you updated.

5.5 Cancellation before dispatch

You can cancel before your order is dispatched. Contact us as soon as possible. If the order has not yet been handed to the carrier, cancellation is free and a full refund will be issued.

6. Exclusions

We cannot accept returns where:

• the item was made to order or personalised;
• the item was assembled, altered, damaged, or soiled by the customer;
• original packaging is missing or the item is incomplete;
• the request is made after the 14-day cancellation period;
• the return was sent without our prior agreement.

7. Exchanges

We do not offer direct exchanges. To order a different model, return the item under this policy and place a new order.

8. Refund timing and method

We will refund you within 14 days of receiving your cancellation notice, or within 14 days of receiving the returned goods - whichever is later, as required by UK law.

• Refund method: back to the original payment method.
• Original delivery: standard delivery charges are refunded only if the item was faulty, damaged, not as described, or if we sent the wrong product. For change-of-mind cancellations, we refund the product price only (delivery costs are not refunded unless UK law requires otherwise).

9. Return address

We will send the return address by email once your return is approved. Never send an item back without confirmation from our customer team.

10. Your statutory rights

This policy does not affect your legal rights under the Consumer Rights Act 2015, including your right to goods that are as described, fit for purpose, and of satisfactory quality. See our Terms of sale for more detail.

11. Cancellation form (template)

Send to contact@hama-k.com:

To Hamak Customer Service,
I hereby give notice that I cancel my contract for the sale of the following goods:

• Ordered on: [date]
• Received on: [date]
• Name of consumer: [name]
• Address of consumer: [address]
• Date: [date]

12. Contact us

Hamak
Email: contact@hama-k.com
Contact form: Contact form
Customer service hours: Monday to Friday, 9am to 5pm UK time
Typical response time: 24 to 48 hours on working days