Refund policy

Change or Cancel an Order

If you wish to change or cancel an order, please contact our Customer Service team:

  • Email: shop@helpinghand.co.uk
  • Phone: 01531 635678
  • Post: Customer Services, Helping Hand, Bromyard Road Trading Estate, Bromyard Road, Ledbury, Herefordshire, HR8 1NS

Opening Hours:

  • Monday–Thursday: 8.30am – 5.00pm
  • Friday: 8.30am – 4.30pm

Please have the billing address postcode, and if possible, the order number and order date, to help us process your request quickly.

If your product has already been delivered, please follow our Returns Policy below.

Order Not Received

If your order contains multiple items, they may be dispatched from different locations and could arrive separately.

Please check the tracking information sent to you by email, text, or available in your online account.

If you have not received your order as detailed in your order confirmation, please contact us by email or phone (above).

Returns Policy

We understand that sometimes a product may not meet your needs or expectations. We offer a:

  • 30-day return policy from the date you receive your item.
  • Extended to 60 days for Christmas gifts delivered in December.

This extends the standard 14 working days provided under Distance Selling Regulations.

If you notify us in writing within 14 working days of receiving your item, we will refund:

  • The purchase price, and
  • Any delivery charge paid.

Returns after 14 days

We can accept unused products for a refund within 30 days, minus:

  • Original delivery costs, and
  • Return/re-stocking fees (where applicable).

Items must be unused and in the original packaging. If the original packaging is unavailable, it is your responsibility to ensure the product is safely packed for return. The cost of returning the item is also your responsibility, although we aim to offer low-cost return options where possible.

Exceptions / Non-Returnable Items

To ensure fair treatment and maintain hygiene standards, we ask you to follow these conditions for returns:

Product Condition

Items must be:

  • Unused
  • In a resaleable condition, preferably with original packaging

You may handle the product as you would in a shop. If the item has been used beyond this, or the packaging is damaged/missing, we may deduct an amount from your refund to reflect its reduced value.

Hygiene-Sensitive Items

Certain products can only be returned if unopened and unused, unless faulty or misdescribed. These include (but are not limited to):

  • Sponges
  • Toilet seats
  • Bath seats/boards & Shower seats/boards
  • Cushions
  • Sheets

Damaged or Faulty Items

If your item arrives damaged, faulty, or develops a fault, please contact our Customer Service team within 7 days of receipt to arrange collection and replacement or refund.

You will need:

  • Your name, full delivery address, and where relevant your order email address/phone number
  • Your order reference/number – found on your packing slip
  • Product name or product code
  • Photos showing the damage or fault

We will respond promptly and offer a solution in line with your statutory consumer rights (repair, replacement, or refund depending on product age and condition).

How to Return an Item

For any return (excluding faulty/damaged items, which follow a different process):

  1. Return the item within 30 days of receipt.
  2. You are responsible for the return postage cost.
  3. Include your name, address, and reason for return in the parcel.
  4. Use a trackable service—we cannot refund items lost/damaged in transit.
    Recommended couriers: Royal Mail, Evri, Parcel2Go.
  5. Do not send any items back without contacting us first. (some items may need to be collected by the seller)

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

  • Refunds are processed within 14 days of receiving your returned item.
  • Refunds are issued to the original payment method and usually take 3–5 working days to appear.
  • If the original payment card is no longer available, a bank transfer will be issued once the account can be verified using the original billing address.

If you have not received your refund within 21 days from the date we received your return, please contact Customer Services.