We really hope you love your Hello Geronimo products. 

However, should you not be entirely satisfied, please do notify us to arrange a return or exchange at hello@hellogeronimo.com

 


Returns procedure

 

 

You must return your unwanted Products for a refund within 10 working days from the day you received the Products. The Products, including their original packaging, must be returned “as new” in a saleable condition.

We recommend sending your unwanted items back via recorded delivery as we cannot refund products damaged or lost in transit.

We will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund or exchange within 5 working days of receipt of your returned item. At this point we will e-mail you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 5 working days have passed since we received your return. Please be assured that we will endeavour to process refunds and exchanges as quickly as possible.

We will refund the price of the Products in full. Unfortunately we cannot cover the cost of return postage. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

This provision does not affect your statutory rights as a consumer.

 

Personalised goods:

Products that have been personalised cannot be refunded or exchanged.

 

Damaged Products:

Every Hello Geronimo Product is thoroughly checked before it’s posted but if, in the unlikely instance, you do receive faulty Products please contact us on hello@hellogeronimo.com within 48 hours from signing for receipt of your delivery letting us know whether you would like an exchange or a refund. We recommend you inspect your Products as soon as they arrive. It is important when returning Products that you obtain a proof of postage as we cannot refund items lost in transit. If you return a defective Product to us:

(a) and you have elected for a refund. We will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us; or

(b) and you have elected for an exchange. We will examine the returned Product and will notify you of your exchange via e-mail within a reasonable period of time. We will usually dispatch the exchange to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to an exchange. We will refund any reasonable costs you incur in returning the item to us.

 

Can I cancel my order before it has been dispatched?

Under the United Kingdom’s Consumer Contracts Regulations you have the right to cancel your order before the point it has been dispatched and obtain a full refund. Please contact us as soon as possible and if the order status is still processing it may be possible to cancel your order before it is dispatched.

 

 

Should you have any further questions about our return procedure, please do contact us at hello@hellogeronimo.com, and we will aim to get back to you within 48 hours.