Refund policy
Ex Store Hartlepool – Returns & Refund Policy
Return Window: We offer a 14-day return policy. You have 14 days from the date you receive your item to request a return.
Eligibility for Returns: To be eligible for a return:
Item must be in the same condition you received it
Unworn or unused, with tags
In original packaging
Must include a receipt or proof of purchase
How to Start a Return: Email us at exstorehartlepool@gmail.com to request a return. Once approved, you’ll receive:
A return shipping label
Instructions on where and how to return your package
Items returned without prior approval will not be accepted.
Return Address: Ex Store Hartlepool
26 Dent Street
Hartlepool, Cleveland
TS26 8AY
Damages and Issues: Please inspect your order upon arrival. Contact us immediately if an item is defective, damaged, or incorrect so we can resolve the issue.
Non-Returnable Items: The following items cannot be returned:
We do not accept returns on food items for hygiene and safety reasons. All food products, including nuts, seeds, and confectionery, are sold as final sale and are not eligible for return or exchange.
Perishable goods.
Custom or personalized items.
Personal care products (e.g., opened beauty items)
Hazardous materials or flammable liquids/gases.
Sale items or gift cards.
Exchanges: For exchanges, return the item for a refund and place a new order.
European Union 14 -Day Cooling-Off Period: If your order is shipped to the EU, you have 14 days to cancel or return your order for any reason. Items must be unused, in original condition with tags and packaging, and include proof of purchase.
Refused Deliveries: If a customer refuses delivery without prior agreement, it will be treated as an unauthorized return. We reserve the right to deny a refund and may deduct shipping and restocking fees. Please contact us first before refusing delivery.
Refunds: Once we receive and inspect your return, we’ll notify you of the outcome. If approved, you’ll be refunded to your original payment method within 10 business days. Please allow time for your bank to process the refund.
EU customers have the right to withdraw from their purchase within 14 days of receiving their order. Please note that perishable food items, including confectionery and chocolate, are exempt from this right of withdrawal once opened or where the seal has been broken for hygiene reasons.
If 15 business days have passed since your return was approved and you haven’t received your refund, contact us at exstorehartlepool@gmail.com.
For questions, contact us anytime at exstorehartlepool@gmail.com.
