Standard items – Damaged or Faulty

Please contact us immediately (within 24 hours receiving goods) by calling: 0203 026 1493 or emailing us hello@hagden.com to discuss our procedure and to organize a replacement.
Should an item be received damaged or defective then a replacement will be manufactured delivered as soon as possible based on the following procedure:

1. If the packaging is damaged when you receive it then you must sign as damaged on the courier’s receipt.

2. Inspect your purchases’ exterior and interior carefully immediately upon receipt.

3. Any claim regarding an item/s damaged or defective must be made initially by telephone or email, followed by a written claim with photographic evidence showing the damage as well as the packaging.

4. Damaged goods must be adequately packed in the original packaging to prevent further damage before collection and during its return journey to ourselves.

Standard items – Returns that are non-damaged

Please contact us within 14 days of receiving your order to discuss a return or exchange in line with the procedure below:

1. A written notice of your cancellation is required within 14 days of receipt of your order and the goods are returned in perfect condition in their original packaging within 14 days of receipt of the written notification of the return or exchange of goods along with your order reference number. If the goods are returned damaged, a deduction will be made for the diminished value of the goods.

2. Where items are large or fragile Hagden Limited is able to organize a specialist furniture handler for return transit and pass the cost of delivery onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet.

3. The cost of returning the goods will be the responsibility of the Customer, who must insure the transit of the products.

4. As soon as we receive the returned goods in perfect condition we will start the process of refunding the cost of the goods (minus any delivery charges – if applicable – Our standard delivery fee (where applicable) will be refunded, but any additional shipping fees (express shipping etc… will not be refunded). We will provide the refund within 14 days from the return of the goods in the correct condition for resale.

Please note, in all cases, the goods must be adequately packed in the original packaging to prevent damage. As the packaging is considered to be part of the product for our designer pieces, it must be returned with the product in good condition.
All refunds are subject to a 2.6% payment processing fee – this is due to processing fees we are charged by third parties upon processing any initial order. We are not refunded these fees and absorb them as a gesture of goodwill – we are not refunded by the respective parties if the order is refunded and therefore must pass on this fee. This is non-negotiable.