At Hay Store, we want you to be completely satisfied with your Scandinavian-inspired outdoor furniture purchase. If for any reason you’re not happy with your garden furniture, cushions, or accessories, we offer a straightforward returns and exchange process.

Our Return Policy

You may return most items within 15 days of receiving your order. To be eligible for a return:

  • Items must be in original condition – unused, unassembled, and with all tags attached
  • Original packaging must be intact and suitable for reshipping
  • A proof of purchase or order number is required

Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on the following products:

  • Barbecue equipment that has been used or assembled
  • Opened packages of beach towels
  • Custom-made or specially ordered garden furniture sets
  • Items marked as “final sale” in product descriptions

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service at [email protected] within 15 days of receiving your order
  2. Provide your order details and reason for return (use the template below if needed)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item(s) securely in the original packaging
  5. Ship your return using the carrier we specify (return shipping costs may apply)

Return Request Template

Use this template when contacting us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Hay Store Customer Service, I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date]. Items to return/exchange: – [Product Name] (Quantity: X) – [Product Name] (Quantity: X) Reason for return/exchange: [Please specify] I have reviewed the return policy and confirm that: – The items are in original condition – All original packaging is intact – Tags are still attached Please advise on next steps for processing this request. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once we receive and inspect your returned items:

  • Refunds will be processed within 5-7 business days
  • Your original payment method will be credited (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • You will receive email confirmation when your refund is processed

Exchange Process

For exchanges of equal value:

  • We’ll ship your replacement item once we receive the original
  • No additional payment is required if exchanging for the same value
  • For higher-value exchanges, we’ll invoice you for the difference
  • Standard shipping rates apply for exchanged items

Damaged or Incorrect Items

If you receive damaged, defective, or incorrect items:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the damaged item

International Returns Note: For customers outside the UK, please be aware that:

  • Customs duties and taxes are non-refundable
  • Return shipping costs are the customer’s responsibility
  • Processing may take slightly longer for international returns

We appreciate your trust in Hay Store for your outdoor living needs. Our returns policy reflects our commitment to quality and customer satisfaction, just like our carefully curated collection of garden furniture and accessories.

For any questions about our returns policy, please contact us at [email protected].