Returns & Exchanges

We offer a 30-day voluntary return window from delivery. This sits alongside, and does not replace, your statutory consumer rights.

How to start a return

Email thornefordstore@outlook.com within 30 days of delivery with your order number and the item you want to return. Do not send an item back until we have provided the correct return instructions.

For a voluntary return requested after the statutory cancellation period, the item must be unworn, unused and in resalable condition, with tags attached and original packaging where reasonably possible.

UK online cancellation right

If you are a UK consumer buying online, you normally have 14 days after delivery to tell us that you want to cancel without giving a reason. You then have a further 14 days to return the goods.

You may handle the goods as you reasonably would in a shop. We may reduce a refund if handling beyond that has reduced the value of the goods.

For a valid statutory cancellation, we refund the product price and the cost of our least expensive standard outbound delivery option. Any extra amount paid for an upgraded service is not refundable beyond the standard-delivery amount.

Return postage

For change-of-mind returns, you are responsible for the direct cost of return postage. Because some THORNEFORD products are fulfilled through international partners, the authorised return location for a particular item may be outside the United Kingdom. International return postage can be materially more expensive than a UK domestic return. We will provide the correct address before you send the item.

Please use tracked postage and keep your proof of posting.

Faulty, damaged, incorrect or misdescribed items

If an item is faulty, damaged, not as described or you receive the wrong item, contact us as soon as reasonably possible. Your rights are against THORNEFORD / HG DISTRIBUTORS LIMITED regardless of which fulfilment partner dispatched the parcel.

Where required by UK consumer law, we will provide the appropriate remedy, which may include repair, replacement, price reduction or refund, and we will cover reasonable return costs.

Refund timing

For a statutory cancellation, refunds are made without undue delay and no later than 14 days after we receive the goods back or, where permitted, after you provide evidence that you sent them back, whichever is earlier.

Cancellation form

You do not have to use this form, but you may email the following information:

“I/We give notice that I/We cancel my/our contract for the following goods: ______. Ordered on / received on: ______. Name: ______. Address: ______. Order number: ______. Date: ______.”