Refund policy

Last Updated: 01/08/2026

At HMY Customs, we want you to be completely satisfied with your purchase. If you are not happy with your order, this Returns & Refund Policy explains your rights and the process for returning items purchased through our website.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.


Your Right to Cancel

If you have purchased your item online, you have the right to cancel your order within 14 calendar days of receiving your goods.

To exercise your right to cancel, you must notify us within this 14-day period by contacting our customer support team.

Once your cancellation request has been received, you must return the item(s) to us within 14 days.


Return Eligibility

To be eligible for a return, items must:

  • Be returned within the required return period.

  • Be unworn, unused and unwashed.

  • Be in their original condition.

  • Have all original tags attached.

  • Be returned in the original packaging where reasonably possible.

We reserve the right to refuse returns that do not meet these conditions.


Return Postage

Unless an item is faulty, damaged or incorrectly supplied:

  • Customers are responsible for arranging and paying for the return postage.

  • We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost in transit.

Return postage costs are not refundable unless the item is confirmed to be faulty or supplied in error.


Refunds

Once we receive and inspect your returned item(s), we will notify you of the outcome.

If your return is approved:

  • Your refund will be issued to your original payment method.

  • The original delivery charge is non-refundable unless required by law.

  • Return postage costs are not refunded unless the item is faulty or incorrectly supplied.

Please allow your payment provider additional time to process the refund once it has been issued.


Faulty, Damaged or Incorrect Items

If your order arrives:

  • Faulty;

  • Damaged in transit; or

  • Incorrect,

please contact us as soon as possible after receiving your order.

Where possible, please include:

  • Your order number;

  • A description of the issue; and

  • Photographs of the item and packaging.

If we confirm that the item is faulty or supplied incorrectly, we will:

  • Provide a replacement (subject to stock availability) or issue a full refund; and

  • Refund any reasonable return postage costs.


Exchanges

If you require a different size or colour, we recommend returning your original item for a refund (subject to this policy) and placing a new order.

Exchanges may be offered at our discretion and are subject to stock availability.


Non-Returnable Items

For hygiene reasons, we cannot accept returns on the following items unless they are:

  • Faulty;

  • Damaged; or

  • Incorrectly supplied.

These items include:

  • Socks

  • Headwear (including caps, hats and beanies)

If these items are unworn, unused and returned with all original tags attached, we may accept a return at our discretion in accordance with your statutory rights.


Sale Items

Sale or promotional items may be returned in accordance with this policy unless otherwise stated at the time of purchase.


How to Return an Item

To begin a return, please contact our customer support team with:

  • Your order number;

  • Your full name;

  • The item(s) you wish to return; and

  • The reason for your return.

We will provide instructions on how and where to return your order.

Customer Support Email: info@hmycustoms.co.uk

Return Address: Castle House High Street Ammanford Wales SA18 2NB


Refund Processing Times

Once your returned item has been received and approved, refunds are typically processed within 5–10 working days.

Depending on your payment provider, it may take additional time for the funds to appear in your account.


Statutory Rights

This Returns & Refund Policy does not affect your legal rights under applicable UK consumer protection legislation.


Contact Us

HMY CC LIMITED
Company Number: 14514074

41-45 Richmond Terrace, Carmarthen, United Kingdom, SA31 1HG

Email: info@hmycustoms.co.uk