Returns and Refunds Policy – Henry Caps
At Henry Caps, I take pride in the care and craftsmanship that goes into every piece.
I want you to love your order — but if something isn’t quite right, I’m here to help make it right.
Every return is handled personally because your experience matters to me.
Your Right to Return
If you’re not completely satisfied with your order, you have the right to return it within 14 days of receiving it, in line with UK consumer law (Consumer Contracts Regulations 2013).
To be eligible, your item must be unused, in its original condition, and preferably in its original packaging.
How to Return Your Order
Email me at Henry@henrycaps.com with:
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Your order number
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A short note explaining the reason for the return
Then:
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Wait for confirmation from me or someone on my small team — we’ll send you the correct return address.
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Once approved, securely package the item (ideally in the original packaging).
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Ship the item to the address provided and share the tracking number so we can follow your return.
Return Shipping Costs
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If you’re returning an item because you changed your mind or ordered the wrong size, you are responsible for the return postage.
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The cost will depend on the courier you choose.
If the return is due to our mistake — such as a damaged, faulty, or incorrect item — you won’t pay any return shipping costs.
I’ll either cover the fee or provide a prepaid return label when possible.
If you cancel your order within 14 days of delivery, the original delivery cost (if any) will also be refunded, as required by UK law.
Refunds
Once I’ve received and inspected your return, you’ll receive an email confirmation.
If your return is approved, your refund will be issued to your original payment method.
Refunds are typically processed within 7–10 business days after approval, though some banks may take longer to release the funds.
If your refund hasn’t appeared after that time:
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Check with your payment provider
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Then email me at Henry@henry-caps.com, and I’ll be happy to help
Cancellations
Once your order has been placed, it begins processing quickly — which means we’re often unable to cancel or change it once confirmed.
If you’d like to request a cancellation, please email Henry@henry-caps.com as soon as possible with:
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Your order number
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“Cancellation Request” in the subject line
While I cannot guarantee that changes or cancellations can be made after purchase, I’ll do my best to assist if the order hasn’t yet entered fulfilment.
If your order has already shipped, you may return it within 14 days of receiving it.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, defective, or not as described, I sincerely apologise.
Please email Henry@henry-caps.com within 14 days of receiving your order.
Include clear photos of the issue (on a flat surface with labels visible).
Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund for faulty goods.
If the item cannot be replaced, I’ll process a refund immediately.
Defects Appearing After Use
If a defect appears after you’ve started using your item and you believe it’s related to a manufacturing fault (not normal wear and tear), please contact me.
I’ll assess the issue in line with UK consumer law and do my best to resolve it — whether that means a repair, replacement, or refund.
Please note: natural wear (such as softening fabric, slight fading, or small scuffs) is not considered a manufacturing fault.
Gifts
If the item was marked as a gift and sent directly to you, I can issue a gift credit for the value of the returned product.
Once the return is received and approved, I’ll email you a gift certificate.
Gift credits cannot be exchanged for cash.
Missing Packages
If your order hasn’t arrived or appears lost in transit, please contact me as soon as possible.
If it’s confirmed missing, I’ll resend your order or issue a full refund — you will never lose money for something you didn’t receive.
Final Note
Every customer means a lot to me, and I want your experience with Henry Caps to be a happy one from start to finish.
If you ever have a question or concern, I’m only an email away:
Henry@henry-caps.com
