We want our customers to be delighted, so we will do our best to ensure that you are pleased with your order. This refund and returns policy describes how we handle any problems with your purchase.

As we are working with a natural wood, we endeavour to use only the pieces we are happy with. This does not mean any two pieces are the same and not without their natural imperfections. Character is part of their charm. We handmake, we hand paint, we hand varnish. We expect the finish to be slightly different every time, you should too.

We love making Original Hickory Sticks and hope you enjoy using them and taking them for a ride wherever you are in the world.

Damaged or defective items

We will replace or refund any item that is incorrect, damaged, or defective when you receive it. Due to the nature of handmade wooden goods, we consider minor imperfections and variations to be part of the charm of our products and do not accept them as defects.

If you are dissatisfied with the goods you have received, please contact us by email at [email protected] within 14 days of delivery to tell us what’s wrong so that we can correct it.

Do not return goods to us until we have informed you that they need to be returned. If the goods do need to be returned to us, we will arrange for their collection and shipping at our expense.  Please reuse the original packing where possible. 

Returning other items

Customised items will only be refunded if they damaged or defective. If you change your mind about any other item, please contact us by email at [email protected] within 14 days of delivery to let us know that you want to return it.

You will need to return the item unused, in its original packaging, and in resalable condition within 14 days of notifying us that you no longer want it. You are responsible for paying for your own shipping costs for returning your item. We recommend that you use a trackable shipping service and purchasing shipping insurance because we cannot guarantee that we will receive your returned item in resalable condition.

We will refund the cost of the goods that you return to us. However, the original shipping costs are non-refundable. 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund is confirmed.

Refunds will be applied to the original method of payment. This will be done within 14 days of us receiving the returned goods.  If we decided that the goods do not need to be returned, we will refund you within 14 days of telling you this.

If you haven’t received a refund within 28 days of returning your goods, please check with your credit card company or bank.  It may take some time before our refund to you is credited to your account. If you’ve done all of this and you still have not received your refund, please contact us at [email protected] so that we can help you.

Replacements

Replacement goods will match the specifications of the items that were returned.  If alternative items are wanted, please ask for a refund and order the replacement items separately.

Need help?

Ultimately, we love working with Hickory and want you to enjoy using our Original Hickory Stick products. As a small company we appreciate your business and want you to recommend us to others so they can enjoy too. 

Any questions you may have before or after your purchase, please just ask us –

[email protected]

 

This policy is in addition to your statutory rights. If any applicable statutory provision exceeds the terms set out in this policy, that provision shall take priority over this policy.