Returns & Cancellations
We hope that you will love your purchase. If, for any reason you are not completely happy, please refer to our returns policy. Our returns policy is valid for 10 days from the date of delivery of your product.
1. CHANGE OF MIND
Because all hop & cotton products are made meticulously and especially for you, we are unable to provide for returns should you change your mind. Your personalised product cannot simply be given to someone else (because you are special!).
2. ALLERGIC REACTION
It is always important to use products as directed by us. In the unlikely event that your skin shows signs of an allergic reaction or any other adverse reactions from using our product, stop using the product immediately and contact us as soon as possible. You can choose to receive a refund or we can replace it with another formula once we identify the cause of the reaction.
Please also take a photograph so that we can understand the adverse reaction better.
3. INCORRECT PRODUCT DELIVERED
This is highly unlikely as we do not have ready made stock and that we will be designing your bespoke product together with you. However, if this ever happens, you can choose to return what you received for a refund or we can also despatch your product to you as it will likely be sitting here! You can also choose to keep the incorrect product that was sent to you although there are high chances that the formulation may not be optimal for your skin.
If you are unhappy for any other reason, please contact us so that we can work with you to improve your experience.
5. RETURN PROCEDURE
If you are returning your hop & cotton product for any agreed reason after discussion with us, please make sure you pack the product with our provided Return Tracking Number (RTN) indicated clearly on the box. Please do not return any product without speaking to us first. No credits will be given for returns that have not been authorised by us. Products can only be returned if they are not more than 20% used.
We strongly recommend that the parcel be sent by a fully tracked delivery service (one that requires a signature upon receipt). We cannot accept liability for returned goods lost in transit.
Upon our receipt of the returned item, we will contact you to complete the returns procedure. If a cash refund is offered, the product purchase price (excluding shipping fees) less a 30% - 50% administration/formulation fee will be refunded to the original payment method.
If store credits are offered, the full value of your product will be credited to you. The store credits will remain valid for the next 6 months from the date of issue.
6. ORDER CANCELLATION
We work hard to make sure the wait for your products is as short as possible. Upon confirmation of every single order, we start work immediately. You can check the status of your order anytime by logging in your account. Should you wish to cancel your order after we have started manufacturing your products, we regret that we are not able to carry out the cancellation. In the event the cancellation is requested before manufacturing, the same terms for refund (as above) apply.