Refund policy

We take great care to ensure your order reaches you in perfect condition.

In the unfortunate event that you are dissatisfied with any of our products we will be happy to offer a replacement item, refund or, in certain circumstances, a discount against your next purchase.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@highwood-ag.co.uk or by calling 01305 266058. Please note that returns will need to be sent to the address below and be received by us within 7 days of us authorising the return.

Highwood
Millers Close
Dorchester
Dorset
DT1 1HW

If your return is accepted, we’ll send you a confirmation email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@highwood-ag.co.uk.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@highwood-ag.co.uk.

Cancellations

You may cancel your order at any time before 11am on the day of dispatch.  We will only accept cancellations by telephone or email.  For a cancellation by email, this will only be deemed effective once you have received confirmation from us of the cancellation.  Cancellations by post or any other means are not acceptable.