Returns & Refunds Policy

We’re here to help when things don’t go to plan. Because of the hygiene nature of our products, we need to follow a few clear rules, but we’ll always do our best to treat you fairly and with care.

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For Individual Customers (B2C)

Your Right to Cancel

If you’ve bought something from us online, you have 14 days to cancel your order under UK consumer law.

· You then have another 14 days to send it back

· We’ll refund the product cost and standard delivery charges (but not return postage unless we made a mistake)

We can’t accept returns on:

· Opened, worn, or washed hygiene products

· Items from sale or promotional bundles

· Reusables with packaging or hygiene stickers removed

To cancel, email us with your order number: customerservices@heygirls.co.uk

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Reusable Product Returns

We accept returns or exchanges only if:

· Items are unworn, unwashed, and in original packaging

· You contact us within 14 days of delivery

· Items weren’t part of a sale or bundle

You cover the return postage unless we sent something faulty or incorrect.

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Disposable Product Returns

We accept unopened and unused disposables if:

· You contact us within 14 days of delivery

· Items are returned in original, undamaged packaging

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Missing Items or Damaged Products

If something’s wrong, let us know within 7 days of delivery:

· Include your order number, a short description, and a photo if you can

· We’ll replace the item or issue a full refund

For missing items, we’ll check our packing records before issuing replacements or refunds.

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Lost Parcels

If your parcel hasn’t arrived, get in touch within 7 days of the expected delivery date.

· We’ll investigate with our delivery provider

· If it’s confirmed lost, we’ll resend the order or refund you

· Claims must be made within 30 days of dispatch

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For Businesses, Public Sector and Wholesale Customers

B2B and Wholesale Returns

Returns will only be accepted if one of the following applies:

· The products are unopened, unused, and in original packaging, and you contact us within 7 days of delivery or

· The items were faulty, damaged, or sent in error

We don’t accept returns for:

· Overstock

· Unsold items

· Change of mind

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Public Sector Returns

We work case-by-case with schools, councils, and NHS partners. Generally, we’ll accept returns if:

· Items are unused, unopened, and faulty or incorrect

· You notify us within 7 days of delivery

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A Fair Approach

We’re a social enterprise, which means people matter more than profit. We’ll always try to make things right, and we ask our customers to do the same by only requesting returns when needed.

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How to Return

1. Email customerservices@heygirls.co.uk to start your return

2. Include your order number and let us know what’s wrong

3. For exchanges, tell us what you’d like instead (same value or similar product)

4. Send items to the address it was dispatched from: Hey Girls CIC, Unit 3, Newhailes Business Park, Newhailes Rd, Musselburgh EH21 6RH

Or

Hey Girls CIC, Unit 43 Hopper Way, Sandy Ln, Diss IP22 4GT

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Need Help?

We’re here for you. Email: customerservices@heygirls.co.uk Phone: 0131 665 6434