Refund policy


We hope you love your Hilltop Home order. If you’re not completely happy, you can return most items for a refund within 30 days of receiving them.

What Can Be Returned

Items must be unused, in their original packaging and in a saleable condition. Please have your order number or confirmation email to hand.

How To Return An Item

  1. Contact us first. Email hello@hilltop-home.co.uk with your order number and the items you’d like to return. Please don’t post anything back before we’ve replied. Items sent without a return being requested first may not be accepted.
  2. We’ll send you the return instructions. We’ll email you the address to send your return to.
  3. Pack it carefully. Use the original protective packaging. We can’t refund items that are lost or damaged in transit, so we recommend using a tracked service. Please keep your proof of posting.
  4. Post it back. Send your return to the address we gave you, and write your order number and “Return” on the parcel. Return postage is your responsibility unless the item is faulty, damaged or incorrect (see below).
  5. We check it and refund you. Once your return arrives, we’ll inspect it. If it’s approved, we’ll refund your original payment method and email you to confirm. We aim to do this within 10 working days of receiving your return. Your bank or card provider may take a little longer to show the refund. If you haven’t received it after 15 working days, please contact us.

Delivery Costs

Original delivery costs are non-refundable, unless your item is faulty, damaged or incorrect. In that case we’ll refund delivery in full and cover the cost of return postage.

Faulty, Damaged or Incorrect Items

Please check your order when it arrives. If something is faulty, damaged or not what you ordered, email hello@hilltop-home.co.uk as soon as possible with your order number and a photo, and we’ll put it right with a replacement or refund. In these cases we’ll refund delivery costs in full and cover the cost of return postage.

Non-returnable Items

We can’t accept returns on:

  • Perishable goods (such as food, flowers or plants)
  • Personalised or made-to-order items
  • Bath, body and other personal care products once opened or unsealed
  • Gift cards

If you’re unsure about a specific item, please get in touch.

Exchanges

We can’t offer exchanges. The quickest way to get what you want is to return the item you have and, once the return is accepted, place a new order.

Your Statutory Rights

This policy doesn’t affect your statutory rights under UK consumer law.