Refund policy
Return and Refund Policy
At Hemlund we want returns to be simple and clear for every customer in the United States and the United Kingdom. Here you will find everything you need to know about our 30-day return window, the statutory right to cancel, the return fee and refunds.
30-day returns
You can return your order within 30 days of the day you received it. The item must be unused, undamaged and in original condition with all packaging, labels and accessories. The statutory 14-day right to cancel (UK) for distance contracts is included within these 30 days. If you would like to use the standard cancellation form, you will find it on the Cancellation form page.
Return fee: $4.99 (UK: £3.99)
When you return an item because you have changed your mind (30-day returns or the right to cancel), we charge a return fee of $4.99 (UK: £3.99) per return. The fee covers the cost of return shipping with the return label or return instructions we send you, and it is deducted from your refund – you do not pay anything up front. If you return several items from the same order in one package, the fee is charged only once.
Free returns for faulty items
If your item arrived damaged or defective, or you received the wrong item, Hemlund covers the full cost of the return – no return fee is charged. Contact us and we will send you a free return label.
Original shipping cost
Shipping is free on all orders we send to the United States and the United Kingdom, so there is normally no original shipping cost to refund. If you did pay for shipping and you cancel the whole order within the statutory 14-day cancellation period, the standard shipping cost is refunded as well.
How to make a return
- Contact us: Email support@hemlund.se with your order number and the item or items you would like to return.
- Pack the item: Place the product back securely in its original packaging with all labels and accessories.
- Send the package: Follow the instructions in our return email. Always keep your proof of shipment until the refund is complete.
Refunds
Once we have received and checked the return, we refund the amount (less the $4.99 (UK: £3.99) return fee where it applies) to the payment method you used at checkout – within 14 days of receiving the returned item, usually within 7 business days. Depending on your bank, it can take a few more banking days before the money shows up in your account.
Exchanges
Would you like a different size, color or product? We do not offer direct exchanges, but contact us at support@hemlund.se and we will help you. An exchange is handled as a return (return fee $4.99 (UK: £3.99)) plus a new order.
Non-returnable products
Items that cannot be returned for hygiene or safety reasons are clearly marked on the relevant product page before you buy.
Contact details
Store name: Hemlund
Address: 38 Rochester Row, Greater, London SW1P 1LE
Email: support@hemlund.se
Phone: +46 76 596 87 23
Customer service hours: Monday to Sunday: 9:00 – 17:00 (GMT)
Response time: We aim to reply to every inquiry within 1–2 business days.