HOT CAKE HOLDINGS LTD

RETURN & REFUND POLICY

Last updated: April 2026

Who We Are

This store is operated by Hot Cake Holdings Ltd on behalf of the brand/artist featured on this website. All orders are processed, fulfilled, and managed by Hot Cake Holdings Ltd. By placing an order, you are entering into a transaction with Hot Cake Holdings Ltd as the merchant of record.

Returns & Exchanges

If you are not completely satisfied with your order, you may return it within 14 days of receipt for a refund, exchange, or replacement.

To be eligible for a return, items must be:

• Unused

• In original packaging, with all original tags attached

• In resaleable condition

Unauthorised returns may not be accepted. Please contact us before sending any items back to ensure your return is processed correctly.

Non-Returnable Items

The following items cannot be returned or exchanged unless faulty or incorrectly supplied:

• Limited edition or made-to-order items

• Pre-order items

• Personalised products (if applicable)

Please check sizing and product details carefully before purchasing these items.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied.

We recommend using a tracked service and retaining proof of postage. We are not responsible for returns that are lost or damaged in transit.

How to Start a Return

To initiate a return, please contact us via our help centre with your order number and reason for return. We will provide return instructions and the correct return address for your order.

Please do not send items back without first receiving return instructions, as unauthorised returns to incorrect addresses may not be processed.

Refunds

Once your return has been received and inspected, refunds will be processed within 10 business days to your original payment method. You will be notified by email once your refund has been issued.

Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Chargebacks & Payment Disputes

If you have any issues with your order, we strongly encourage you to contact us in the first instance so we can resolve the matter quickly.

Initiating a chargeback without contacting us may delay resolution and result in additional investigation time. We provide full tracking information, delivery confirmation, and order details to payment providers as part of any dispute process.

Amending Orders

If you need to update your shipping address or contact details, please contact us via our help centre immediately after placing your order.

Once an order has been processed and dispatched, we are unable to make amendments including address changes, cancellations, or item changes.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us via our help centre as soon as possible with your order number and supporting images where applicable. We will resolve the issue as a priority.

Where an item is confirmed as faulty or incorrectly supplied, we will cover the cost of return shipping and offer a replacement, exchange, or full refund at your preference.

Need Help?

For any questions regarding returns, refunds, or your order, please contact us via our help centre and a member of our team will be happy to assist.

This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation.

Hot Cake Holdings Ltd — Registered in England and Wales