Welcome to the help page for 16hands.co.uk here you will find information regarding orders and returns.

 To change or cancel an order prior to dispatch..Please email orders@16hands.co.uk  if you wish to cancel or  change an order...

 To cancel or exchange your order for another item please email returns@16hands.co.uk Within 7 days of receiving your item. Please include the nature of  your return for exchange or refund and be as specific as possible so that we are able to offer you our best levels of customer satisfaction....Once we have been notified you will then have a further 30 days to return any items to us for exchange or refund.

 To return an item for a refund.

 Please follow the above procedure and return to us asap. The item must be in perfect re-sellable condition and complete with any original packaging, labels etc...Please note that refunds can only be made using the original payment method.

 We are unable to exchange / refund except where faulty any Special orderitems, personalised items, DVD's, CD's or underwear.

 Special order and personalised items cannot be cancelled once the order has been processed

 If returning an item for a refund you will receive a full refund including any original postage charges...However as the buyer you are responsible for the return postage charges back to us and recomend you obtain a proof of posting certificate from the Post Office or your appointed courier.

 To return an item for exchange.

 To exchange your iitem for another size, colour, or another item from our range please follow the above returns procedure.

If returning an item for exchange as the buyer you are responsible for the return postage to us and recomend you obtain a proof of posting certificate from the Post office or appointed courier. We will not make an additional postage charge for exchanging your item...If for any reason we are unable to fulfill the exchange we will refund you the full price including the original postage.

 Faulty Items. 

 In the unlikely event you receive a faulty item please follow the above returns procedure...we will refund you any postage charges where an item has or has developed a fault when used in accordance with manufacturers guidelines and within 12 months of date of purchase.

 We reserve the right to return a faulty item to the manufacturer to validate any guarantee for their assesment. In such cases please allow upto 30 days for an exchange or refund from when the item is received by us.

Guidelines for returning an item.

• Package along with any original packaging, wrappers, labels etc
• Enclose your details i.e name and address and state whether you would like a refund or exchange.
• Ensure you address your package correctly... address below.
• Arrange postage by Royal Mail or a courier of your choice but be sure to obtain a Proof of Posting Certificate.

 Returns Address:

Returns,

16hands.co.uk,

Ladyholt Cottage,

Compton,

Chichester,

West Sussex,

PO18 9NT.

Health and  Hygiene Regulations.

 Due to health and Safety Regulations we are unable to handle and Inspect any returned item unless clean and dry (Health and Safety Act 1974)

Any items retruned in a state where we are not fully able to inspect the item will be returned to sender and we will not be able to process a return for the item until it has been cleaned and dried.