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Returns & Exchanges

What is your Returns Policy?
If for any reason you are unhappy with your purchase you can return it to us within 28 days of receipt for a full refund or exchange as long as it is unused and in its original packaging. The item can be exchanged to an alternative product, If additional fees apply, we will contact you for payment. If a partial or full refund is required, it will be issued back via the original method of payment. We are not able to refund any return postage charges.

Unless an item is faulty or not as described, we will not refund or offer an exchange on items that have been commissioned or made specifically to accommodate an individual’s request.

How do I return something?
Please let us know via email that you are returning an item and advise whether it will be for a refund or exchange. This way, if it is for an exchange we can check and allocate stock for you.

Parcels are returned at your own cost. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our store. Items lost in transit will not be treated as returned.

Please remember to enclose the Returns Slip that comes with your purchase confirming if it is for a refund or exchange.

Our return address is:
Clare Brownlow
The Hirsel Homestead,
TD12 4LW


Goods Damaged In Transit
In the event of a product being damaged on receipt, please notify us immediately (or no later than 7 days) via email and if possible, include pictures of the issue and send it back to us for should inspection. If this action is not carried out and reported within 7 days it will be deemed that the Buyer has accepted the Goods.

Under no circumstances must a product be used/hung when damaged, as you will be deemed to have accepted it in its damaged condition. Before a replacement product or refund can be issued, the product must be returned for our inspection.

All postage and packaging fees will be reimbursed for valid damage claims.

If you are contracting as a consumer, you may cancel a contract at any time within 14 working days from the date of physical delivery. You are not required to state any reason for cancellation. If you exercise the right to cancel, you will, subject to the conditions below, receive a full refund of the price paid for the products, including the original delivery cost, but will not be reimbursed for any original delivery costs in excess of those specified in the delivery section of our terms & conditions.

You must notify us of your cancellation in writing either via email ( or by post.

Your cancellation notice should state your full name and address and the date of your order and of physical delivery. You must return the product to Deanburn, Denholm, Hawick TD9 8NX without delay and, in any event, no later than 14 days from the date on which you advised you wished to cancel your order. You will have to pay the direct cost of returning the product. Reimbursement to you will be reduced by any diminished value of the product resulting from handling of it by you or by persons permitted to you beyond what is necessary to establish the nature, characteristics or functioning of the Product.

We offer consumers 28 days unconditional approval on any product purchased from our website. The full price of the product will be refunded for any unused Products returned to us, in their original, unused condition, and with the original packaging, within 28 days of receiving the product or alternatively, if you wish, you may exchange any product. The 28 days unconditional approval does not affect your statutory right to cancel.

Refunds will only be made after the returned product has been received by us. Payment will be refunded within 14 days of our receipt of the product has been returned to us by then. You are responsible and liable for the return carriage charges, and we recommend that adequate insurances are put in place as we cannot accept liability and/or responsibility for an item lost in transit to us during the return.

Refunds will be made in the same manner as the original payment. On receipt of a returned item which was originally paid for by credit card, a reimbursement will be made directly to the credit card account of the person who paid for the product. Where an exchange item is required, the card will be recharged on dispatch of the replacement Product.

Unless an item is faulty or not as described, we will not refund or offer an exchange on items that have been commissioned or made specifically to accommodate an individual’s request.