Returns, Exchange & Refund Policy
At Hornbill & Hornbill, we carefully select, make, and pack our products with the intention that they reach you safely and beautifully. We understand, however, that sometimes an order may not be quite right or may arrive with an issue.
Our Returns, Exchange & Refund Policy is designed to make the process clear and straightforward.
Can I return my product?
Yes, eligible products may be returned within 7 days of delivery, subject to the conditions mentioned below.
To be eligible for a return, the product must be:
- Unused and in its original condition
- Undamaged and free from any signs of use
- Returned with its original packaging and protective material
- Accompanied by all original tags, accessories, and components, wherever applicable
Returns that do not meet these conditions may not be accepted.
To initiate a return, please write to us at 5hillscceramicanddecor@gmail.com with your order details and reason for the return. Our team will review your request and get back to you with the next steps.
Is there a return or processing charge?
For approved change-of-mind returns, applicable return shipping, handling, or processing charges may be deducted from the refund amount.
The applicable charges, if any, will depend on the order value and the nature of the return. Our team will inform you of the applicable charges before processing the return.
Any original shipping charges or gift-wrapping charges paid at the time of purchase are non-refundable, unless the return is due to an error on our part or a product-related issue.
What if I receive a damaged, defective, incorrect, or incomplete product?
If your order arrives damaged, broken, defective, incorrect, or with any missing item, please write to us within 48 hours of delivery.
Please share:
- Your order number
- Clear photographs of the product
- Clear photographs showing the damage or issue
- Photographs of the outer packaging and shipping box
- A continuous unboxing video, wherever possible
Our team will review the information and get back to you with the appropriate resolution.
Depending on the situation and product availability, the resolution may include a replacement, exchange, refund, or credit note.
For fragile products, an unboxing video is strongly recommended as it helps us assess the condition of the product and packaging at the time of delivery.
What if I receive the wrong product?
If you receive a product that is different from what you ordered, please write to us within 48 hours of delivery with your order details and clear photographs of the product received.
We will review the issue and, where the error is confirmed, arrange an appropriate resolution at no additional product cost.
Can I exchange my product?
Eligible products may be exchanged within 7 days of delivery, subject to availability and the product meeting our return conditions.
Exchanges are generally offered for the same product or another eligible product of equivalent value, depending on availability.
If the requested product is unavailable, we may offer a refund or credit note, as applicable.
To request an exchange, please write to us at 5hillscceramicanddecor@gmail.com with your order details. Our team will review your request and get back to you with the next steps.
Applicable return shipping, handling, or processing charges may apply to change-of-mind exchanges.
Which products are not eligible for return or exchange?
The following products are generally not eligible for return or exchange unless they arrive damaged, defective, or incorrect:
- Products purchased during a sale or promotional offer
- Gift cards
- Personalised or customised products
- Products that have been used, washed, altered, repaired, or damaged after delivery
- Products without their original packaging, tags, accessories, or components, wherever applicable
- Products specifically identified as non-returnable on the product page
Certain categories, including artificial plants and trees, may not be eligible for return or exchange due to their nature and handling requirements, except where the product arrives damaged, defective, or incorrect.
Are sale products eligible for return or exchange?
Products purchased during a sale or promotional offer may be non-returnable and non-exchangeable, unless the product arrives damaged, defective, or incorrect.
Any product-specific return or exchange restriction mentioned on the product page at the time of purchase will also apply.
What happens after I request a return?
Once you write to us with your return request, our team will review the request and get back to you with the applicable next steps.
If the return is approved, you will be provided with the relevant return instructions.
The product must be securely packed in its original packaging to minimise the possibility of damage during return transit.
Once the returned product reaches us, it will be inspected to ensure that it meets the applicable return conditions.
When will my refund be processed?
For approved refunds, the refund will be initiated after the returned product has been received and inspected by our team.
Once approved, refunds will generally be processed within 5–7 business days through the original payment method, subject to the processing timelines of the payment gateway or bank.
Applicable shipping, return, handling, or processing charges, where relevant, may be deducted from the refund amount.
Will my original shipping charges be refunded?
Original shipping charges and gift-wrapping charges, if paid, are generally non-refundable.
However, where an order is found to have been damaged, defective, incorrect, or otherwise affected due to an error attributable to us, the applicable resolution will be determined by our team on a case-by-case basis.
Can I cancel my order?
Orders can be cancelled before they are shipped.
If you wish to cancel an order, please write to us at 5hillscceramicanddecor@gmail.com as soon as possible with your order details.
Our team will review the cancellation request and get back to you.
Once an order has been shipped, it cannot be cancelled.
What if I refuse a delivery?
We request you not to refuse a shipment if there is an issue with the order.
If you receive a damaged, incorrect, or defective product, please accept the delivery and contact us within 48 hours with the required photographs and details so that our team can review the issue and assist you appropriately.
If a shipment is returned to us because it was refused or could not be delivered due to circumstances attributable to the customer, additional shipping or handling charges may apply if the order needs to be reshipped.
What if the product has natural variations?
Many Hornbill & Hornbill products are handcrafted, artisan-made, or produced using natural materials and traditional techniques.
Slight variations in colour, texture, finish, pattern, shape, or dimensions may naturally occur and are part of the character of such products. These variations are not necessarily considered defects and may not qualify for a return or exchange.
Product images may also show slight variations in colour depending on lighting, photography, and the screen on which the image is viewed.
When will my refund be processed?
For approved refunds, the refund will be initiated after the returned product has been received and inspected by our team.
Once the refund has been approved and initiated, the amount will generally be credited to the original payment method within 3–7 working days, subject to the processing timelines of the payment gateway or bank.
Applicable shipping, return, handling, or processing charges, where relevant, may be deducted from the refund amount.
Important note for fragile products
Our catalogue includes delicate ceramics, porcelain, glassware, décor, and other fragile products.
We take care to package these products appropriately for transportation. However, customers are requested to inspect the package and product immediately upon delivery and report any damage within 48 hours.
Please retain the original packaging until the matter has been resolved.
How do I contact you regarding a return, exchange, cancellation, or refund?
For any return, exchange, cancellation, refund, damaged-product, defective-product, or order-related query, please write to us at 5hillscceramicanddecor@gmail.com with your order details.
Our team will review your request and get back to you with the appropriate next steps.
Hornbill & Hornbill
A brand by 5 Hills Ceramic & Decor