Sometimes, something just doesn’t fit — not your space, your pace, or your expectations.
And that’s okay.
We understand that choosing the right tech takes clarity — and sometimes, that clarity only arrives after the box does. That’s why we’ve made our returns process clear, fair and guided — just like we help you choose better.
Because returning an item isn’t a step back. It’s another step towards getting it right.
1. Why You Might Return
Not everything clicks the first time — and that’s completely understandable.
It might be a feature that felt more useful on paper. A finish that doesn’t feel right in person. Or maybe it’s a gift that didn’t quite land.
Every return has a reason, and every reason deserves respect.
Here are a few common ones we accept as valid grounds for return:
That’s your right.
You have 14 days from the day after delivery to tell us that you want to cancel your order.
You don’t need to give us a reason. Just let us know clearly, and we’ll guide you through the next steps.
You may inspect the item as you would in a shop. If the item has been used, damaged, altered, registered, activated, paired, or handled beyond what is needed to check its nature, features and function, we may make a fair deduction from your refund to reflect any loss in value.
- The item didn’t feel quite right.
If it doesn’t look or feel as expected when you unpack it, that’s reason enough to contact us.
You can tell us within 14 days from the day after delivery that you want to return it. We’ll help you understand the next step clearly and fairly.
Please return the item with its original packaging, accessories, manuals, labels, cables and anything else it came with, wherever possible.
- You ordered the wrong item or selected the wrong variation.
It happens.
Let us know within 14 days from the day after delivery, and we’ll help you work out the right next step.
If the correct item is in stock, you can place a new order. If you would rather not go ahead, you can cancel the order and return the item under your cancellation rights.
- You received an item that’s damaged, faulty, missing parts, or not as described.
That’s on us.
Please let us know as soon as possible and include a clear note about the issue. Photos or a short video can help us understand what happened and sort it out faster.
If your item is faulty, damaged, not as described, or does not meet the required standard, you may have rights under UK consumer law. If this happens within the first 30 days after delivery, you may be entitled to reject the goods for a refund, or you may choose a repair or replacement.
We may need to inspect the item first so we can confirm the issue and make sure the right remedy is provided.
Whatever the reason, if it didn’t feel right — we’re here to help set it right.
2. What Can Be Returned
You can return most items if:
- You tell us within the correct return or cancellation period
- The item is returned safely
- All accessories, manuals, cables, labels and packaging are included wherever possible
- The item has not been damaged, altered, personalised, misused, or handled beyond what is reasonably needed to inspect it
Some items may not be returnable for change of mind unless they arrive faulty, damaged, or not as described.
These includes:
- Sealed hygiene-sensitive items, such as certain headphones, earbuds or wearable items, once the hygiene seal has been opened
- Products made to order, personalised, engraved, customised, or tailored just for you
- Software, digital downloads or activation-based products where the cancellation right has been lost in accordance with the law
- Items that have been activated, registered, paired, altered, damaged, or used beyond reasonable inspection
If you’re not sure whether your item qualifies for a return, just get in touch. We’ll help you figure it out — and if a return is the right next step, we’ll guide you through it, one step at a time.
Nothing in this policy affects your statutory rights.
3. How to Request a Return
To request a return, just reach out.
Email us at [email protected] with the following details:
- Your order number
- The item you’d like to return
- A brief reason for the return
- Whether you would like a refund, replacement or repair, where applicable
If the item arrived damaged, faulty, missing parts, or not as described, please include a few photos or a short video. It helps us understand what went wrong, assess it properly, and sort it out faster.
If you are cancelling under your legal cancellation right, you can use any clear statement to tell us. You do not have to use a specific form, but your message should make it clear that you want to cancel or return the order.
Once we’ve reviewed your request, we’ll reply with clear, simple steps — based on what’s fair, what’s lawful, and what’s right for the situation.
The sooner you reach out, the smoother it goes. We’re here to make it easier.
4. How to Send Your Return Back
Once we’ve confirmed the next step, we’ll send you return instructions by email — along with the return address or a prepaid label, if applicable.
If you are cancelling under your legal cancellation right, you should send the item back within 14 days of telling us that you wish to cancel.
Our return address is:
HumaneX.store
Humane Mind Limited
37 Jubilee Road, Perivale
Greenford, Middlesex
UB6 7HY, United Kingdom
Here’s what to do:
Step 1: Pack the item securely
Use the original packaging wherever possible — including inner boxes, sleeves and cushioning — to prevent damage during transit.
Make sure the item, along with all accessories, cables, manuals, labels and anything else it came with, is included.
Step 2: Label it properly
If we’ve sent you a return label, place it clearly on the outside of the package.
If we haven’t sent a label, write the return address clearly on the outside of the package and send it back using a tracked service of your choice.
Step3: Keep proof of postage
Please keep your receipt, tracking number or proof of postage safe.
We strongly recommend using a tracked service, especially for higher-value items. It helps both you and us follow the return and avoid unnecessary delays.
If you arrange the return yourself, you are responsible for making sure the item is sent back safely and for keeping evidence that it was sent.
Once your return reaches us, we’ll inspect it to confirm its condition and match it with your return request.
If everything checks out, we’ll go ahead with the agreed refund, repair or replacement.
If there’s a problem — for example, missing accessories, damage, signs of heavy use, or a mismatch with the return request — we’ll contact you and explain the next step clearly before anything moves forward.
Just a heads-up:
If your return hasn’t arrived within 14 days of receiving our approval and instructions, your return request may be cancelled.
5. Who Pays the Return Cost
Return costs aren’t one-size-fits-all. They depend on the reason for the return.
Here’s how we make it fair:
If you cancel under your legal cancellation right, you are responsible for the cost of sending the item back to us, unless we have agreed otherwise.
We will refund the item price and the standard delivery charge you paid, if any.
If you chose a more expensive delivery option than our standard delivery, we only need to refund the standard delivery amount.
- If the item didn’t feel quite right
If the item works fine but simply doesn’t meet your needs, preferences or expectations, you’ll need to arrange the return and cover the return postage yourself, unless we have agreed otherwise.
We will refund the item price and the standard delivery charge you paid, if any, provided the return is made under your legal cancellation right.
- If you ordered the wrong item or selected the wrong variation
Mistakes happen — we get it.
If you return the item under your cancellation rights, return postage is your responsibility unless we have agreed otherwise.
We’ll refund the item price and the standard delivery charge you paid, if any. If you’d like to place a corrected order, we’re happy to help with that too.
- If you received an item that’s damaged, faulty, or not as described
That’s on us.
If you’ve received something broken, defective, missing parts, or materially different from what you ordered, we’ll cover the reasonable return shipping cost.
We may send you a prepaid return label, arrange collection where appropriate, or ask you to return the item using a reasonable tracked service and share proof of postage with us.
If you arrange the return yourself, please keep your receipt. Once the issue is confirmed, we’ll reimburse reasonable return postage where the law requires us to do so.
We want this part to feel as fair as it is clear — no hidden rules, no blurred lines..
If you’re not sure which category your return falls into, just get in touch. We’ll take a look, talk it through, and make sure you’re treated with honesty and care.
6. How Repairs Are Handled
Not every issue needs a replacement — sometimes, it just needs a fix. If something goes wrong and your item isn’t working the way it should, we’ll help get it resolved in the way that makes most sense.
Here’s how we handle it:
- If you’re within the first 30 days after delivery
If your item is faulty, damaged, missing parts, not as described, or does not meet the required standard, you may have the right to reject it for a refund.
You may also choose to request a repair or replacement instead.
If you ask for a repair, we’ll first ask you to send the item back to us for review or follow the correct inspection route for that product.
Once the issue is confirmed, we’ll arrange the repair at no cost to you where a repair is the agreed remedy.
If repair is not suitable, not possible, or you choose to exercise your legal right to reject where applicable, we’ll explain the available refund or replacement options clearly.
- If the first 30 days have passed
If a fault appears after the first 30 days, you may still have rights under UK consumer law.
In many cases, the next step is a repair or replacement. This may be handled by us, the manufacturer, an authorised service centre, or the brand’s warranty support process — depending on the product and the issue.
We’ll help you navigate the right route by:
— Reviewing the issue with you
— Helping you understand the available remedy
— Connecting you with the brand’s authorised support where appropriate
— Guiding you through the repair or replacement process
A manufacturer warranty is separate from your legal rights. We won’t ask you to rely only on the manufacturer where your statutory rights apply.
- If It’s Not Covered by law or warranty
If the issue is caused by accidental damage, misuse, unauthorised repair, fair wear and tear, or something outside legal or warranty cover, we’ll still help however we can.
The repair might involve a charge, but we’ll always talk it through before anything moves forward.
We won’t leave you to figure it out on your own. We’ll do what’s fair, and whatever makes sense for the situation.
7. How Replacements Work
Sometimes a repair isn’t enough — or isn’t what feels right. When that happens, a replacement can be the better way forward.
We’re here to make it easy, fair and timely — whether your item was damaged, faulty, missing parts, or simply didn’t arrive as expected.
- If you’re within the first 30 days after delivery
If your item arrives damaged, faulty, missing parts, or not as described, and you notify us within the first 30 days after delivery, we’ll explain your options clearly.
Depending on the situation, you may be entitled to a refund, or you may choose a repair or replacement.
If you choose a replacement, we’ll usually:
— Approve your return and send you instructions,
— Cover the reasonable cost of return shipping where required
— Inspect the returned item to confirm the issue
— Arrange a replacement of the same item where available
If the exact item is out of stock or discontinued, we’ll work with you to find a suitable alternative or offer the refund you are entitled to.
- If the first 30 days have passed
If the issue surfaces after 30 days, replacement may still be available depending on your statutory rights, the product condition, stock availability, the manufacturer’s warranty, and the nature of the fault.
This may include:
— Helping you raise a replacement claim with the brand
— Coordinating with the brand’s warranty support team
— Assisting in verifying the fault through a service centre if required
— Offering a replacement directly where that is the appropriate remedy
We’ll stay involved until there is a clear outcome..
- If replacement isn’t possible
If a replacement can’t be offered — due to stock limitations, manufacturing changes, or any other reason — we’ll look at the next lawful and fair step.
That may mean a repair, refund, price reduction, or another solution depending on your rights and the circumstances.
Store credit will only be offered where it is appropriate and where you choose it. It will not replace a refund where you are legally entitled to one.
At every step, we’ll make sure the process is simple, transparent and guided by reason — not red tape.
8. When Refunds Are Processed
Refunds are issued in a range of situations — each with its own context.
Here’s when you can expect a refund from us:
- If we cancel or decline your order
Sometimes, we may need to cancel or decline your order if it doesn’t meet our acceptance criteria.
This could be due to:
— Errors in pricing or product information
— Insufficient stock availability
— Failed account verification
— Suspected misuse or breach of our Terms of Use & Sale
— Delivery restrictions or fulfilment issues
If that happens, we’ll let you know as soon as possible, and any payment already collected will be refunded.
- If you cancel your order before dispatch
If you request a cancellation before your order is packed or dispatched, we’ll cancel it for you and issue a full refund — including any standard delivery charge you paid.
No unnecessary steps. No fuss.
- If we couldn’t fulfil your order
If your item becomes unavailable after you place your order — or if we can’t deliver to your location — we’ll let you know right away and issue a full refund, including any delivery fee already paid.
- If your order was unreasonably delayed
If your parcel hasn’t arrived well beyond the estimated delivery window, we’ll first try to resolve the delay with the courier or supplier.
If you are entitled to cancel because of the delay, we’ll issue a full refund, including the delivery fee.
We’ll always try to resolve delays first — but if the law gives you the right to cancel, we’ll respect that.
- If you refuse delivery of your order
If you refuse delivery and the parcel is returned to us, we’ll review the situation fairly.
If the return is treated as a cancellation under your legal cancellation rights, we’ll refund the item price and any standard delivery charge you paid.
Return shipping costs may be deducted or recovered where the law allows and where you were told in advance that you are responsible for return costs.
If the item comes back damaged, incomplete, or clearly handled beyond reasonable inspection, we may make a fair deduction where permitted by law.
- If your order is returned after multiple failed delivery attempts
If our delivery partner couldn’t deliver after multiple attempts and your parcel is returned to us, we’ll contact you to review the next step.
Depending on the circumstances, we may:
— Re-send the item, if you still want it and delivery is possible
— Cancel the order and refund you
— Deduct or recover return costs where the law allows and where you were told in advance that you are responsible for those costs
We’ll explain the amount clearly before confirming the outcome.
- If you ordered the wrong item or selected the wrong variation
If you let us know within 14 days from the day after delivery and return the item under your cancellation rights, we’ll refund the item price and the standard delivery charge you paid, if any.
You’ll need to cover the return shipping unless we have agreed otherwise.
- If you changed your mind within 14 days
We respect your right to change your mind.
If you cancel within 14 days from the day after delivery and return the item within the required return period, we’ll refund the item price and the standard delivery charge you paid, if any.
If you chose a more expensive delivery option, we only need to refund the cost of our standard delivery option.
Return shipping is your responsibility unless we have agreed otherwise.
If the item has been used, damaged, altered, registered, activated, paired, or handled beyond what is necessary to inspect it, we may make a fair deduction from your refund to reflect any loss in value.
- If the item arrived damaged, faulty, missing parts, or not as described
Let us know as soon as possible.
If the issue is confirmed and you are entitled to a refund, we’ll refund the amounts required by law, which may include:
— The price you paid for the item
— Any delivery fee you were charged
— Any reasonable return shipping cost you covered, where applicable
You’ll be kept in the loop every step of the way — from return approval to inspection, and from resolution to refund.
9. How Refunds Are Issued
Once your refund is approved — whether it’s after a cancellation, return, or any other valid reason — we won’t keep you waiting.
The refund amount will always be clearly detailed in your confirmation email, and will reflect:
- The item price
- Any delivery fees being refunded
- Any reasonable return costs being reimbursed, where applicable
- Any lawful deductions, if applicable and explained
Every refund comes with a clear breakdown — so you know exactly how much is being refunded, and why.
We’ll usually issue your refund to your original payment method.
If you ask for a different refund method, or if your original card has expired or can’t be used anymore, we’ll work out an alternative with you.
Store credit will only be used where you choose it or where it is otherwise appropriate. It will not replace a refund where you are legally entitled to one.
For change-of-mind cancellations, we may wait until we have received the goods back or until you have provided proof that you sent them back, whichever happens first.
Refunds are usually processed within 5–10 working days after we confirm the refund. In all cases, we aim to process refunds within the timescales required by law.
It may take a little longer for the amount to appear on your bank or card statement, depending on how quickly your bank or card provider processes it.
10. Where It All Stands Legally
This page is intended to help you better understand how returns and refunds work at HumaneX.store.
For returns, refunds, cancellations, complaints or product support, contact us at: [email protected]
Customer support is available Monday to Friday, 09:00 AM to 5:00 PM. We are closed on weekends.
All returns and refunds, including those relating to online, mail and telephone orders, are handled in line with applicable UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Nothing in this policy limits or removes your statutory rights.
Your personal and delivery information is protected in accordance with our Privacy Policy and Cookie Policy, and in line with applicable UK data protection law.
