Return & Refund Policy
Return & Refund Policy
Returns made simple
We hope you're delighted with your purchase. If something isn't quite right, we'll do our best to make the return process quick, fair and straightforward.
This policy explains when you can return an item, how refunds work, and what to do if your order arrives damaged, faulty or incorrect.
Quick answers
How long do I have to return an item?
Most items can be returned within 28 days of delivery, provided they are unused, complete and in their original packaging.
I've changed my mind. Can I return my order?
Yes.
If you've changed your mind, you can return your order within 28 days of receiving it, provided the item is:
- Unused
- Complete
- In its original packaging
- In a resaleable condition
Do I have to pay for return postage?
We'll pay the return postage if:
- The item is faulty.
- The item arrived damaged.
- We sent you the wrong item.
If you've changed your mind or ordered the wrong item, you'll need to arrange and pay for the return postage.
How do I start a return?
Please email cs@srvhub.co.uk before returning your item.
Include:
- Your order number
- The item(s) you wish to return
- The reason for the return
We'll reply with the correct return instructions.
Please don't send items back without contacting us first, as this may delay your refund.
How long does a refund take?
Once your return has been delivered to our warehouse, we aim to inspect it and process your refund within 48 hours.
During busy periods, such as Black Friday, Christmas and other seasonal peaks, processing may take up to 5 working days.
Once we've processed your refund, your bank or payment provider may take up to 5 working days to credit the funds back to your original payment method, although many refunds appear much sooner.
Can I exchange an item?
We don't currently offer direct exchanges.
If you'd like a different item, simply return the original item (if eligible) and place a new order through our website.
Can I return an opened item?
Only if it's faulty.
For change-of-mind returns, items must be unused, complete and in a resaleable condition with their original packaging.
Are any items excluded from returns?
For hygiene, safety and legal reasons, we cannot accept returns of opened or unsealed:
- Cosmetics and toiletries
- Hair accessories where hygiene seals have been broken
- Infant feeding products
- Pacifiers and teethers
- Personalised or custom-made products
- Digital products and downloads
- Gift cards
This does not affect your statutory rights if the item is faulty or not as described.
Full Return Policy
Standard Returns
We offer a 28-day returns policy on most products.
To be eligible for a refund, returned items must be:
- Unused
- Complete
- In their original packaging
- In a resaleable condition
- Returned with any accessories, manuals or tags where applicable
Please do not attach labels or tape directly to the manufacturer's packaging. If possible, place the item inside an outer mailing bag or box before returning it.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible.
Where appropriate, we'll:
- Send a replacement
- Repair the item
- Issue a full or partial refund
- Provide a prepaid return label
We may ask for photographs to help us assess the issue before arranging the return.
Your Consumer Rights
If you're purchasing as a consumer, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain unaffected.
You have the legal right to cancel eligible orders within 14 days of receiving them. Our voluntary 28-day returns policy gives you additional time to return eligible items.
Business Customers
We also welcome returns from our business and wholesale customers.
Eligible unopened products may be returned within 28 days of delivery.
Please inspect your delivery promptly and report any shortages or damage within 48 hours of receiving your order.
We do not charge restocking fees.
Refunds
Refunds are always made to the original payment method used when placing the order.
Where required by law, we'll also refund the standard delivery charge.
If you selected a premium delivery service, any additional delivery upgrade charges are generally non-refundable unless required by law.
If returned goods show signs of use beyond what is reasonably necessary to inspect them, we may reduce the refund where permitted by UK consumer law.
Returns Address
Returns Department
SRV Hub (SRVertex LTD)
Warehouse 4A, Kingfisher House
Restmor Way
Hackbridge
Surrey SM6 7AH
United Kingdom
Need help?
If you're unsure whether your item can be returned, please get in touch before sending it back.
Email: cs@srvhub.co.uk
Telephone: 020 8391 1000
Telephone hours: Monday to Friday, 9:00am–5:00pm
Email support: Available 24/7. We aim to respond as quickly as possible, with most enquiries answered within a few hours.