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 better—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 delivery to decide if it’s right for you. Just make sure the item is completely unused and returned in its original packaging, with all accessories, manuals, and labels included.
- The item didn’t feel quite right.
If it doesn’t look or feel as expected when you unpack it, that’s reason enough. You can return it within 14 days of delivery—as long as it’s completely unused and still in its original packaging, with all accessories, manuals, and labels included.
- You ordered the wrong item or selected the wrong variation.
It happens. Just let us know within 14 days of delivery, and we’ll help you get the right one—if it’s in stock. Or, you’d rather not go ahead, you can choose to cancel the order instead. We’ll need the item to be completely unused, in its original packaging, with all accessories, manuals, and labels still included.
- You received an item that’s damaged, faulty, or not as described.
That’s on us. Just let us know within 30 days of delivery, along with a clear note about the issue, and we’ll make it right—with a repair, a replacement, or a full refund, depending on what’s fair and possible.
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:
- The product is completely unused and in its original condition
- All original packaging, accessories, manuals, and labels are included
- The product hasn’t been registered, personalised, or altered in any way
Some items, however, can’t be returned—unless they arrive faulty, damaged, or not as described.
These includes:
- Hygiene-sensitive items like headphones, earbuds, or wearables—once worn, used, or paired
- Devices that have been powered on, set up, or registered
- Software or digital downloads that have been unsealed, installed, or activated
- Products made to order, personalised, or tailored just for you
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’s the right next step, we’ll guide you through it, one step at a time.
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
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.
Once we’ve reviewed your request, we’ll confirm whether the item’s eligible and reply with clear, simple steps—based on what’s fair and right for the situation.
The sooner you reach out, the smoother it goes. We’re here to make it easier.
4. How to Request a Return
Once your return is approved, we’ll send you step‑by‑step instructions by email—along with a return address or pre‑paid label (if applicable). You’ll then have 14 days to post the item back to us.
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, and anything else it came with, is included.
Step 2: Label it properly
If we’ve sent you a return label, stick it on the outside of the package—somewhere clearly visible, without wrinkles or tape over the barcode.
If we haven’t, no worries. Just write the return address from your approval email clearly on the outside of the package, and send it back using any tracked service you trust.
Step3: Keep proof of postage
Whether you’re using our return label or your own courier, keep your receipt or tracking number safe—and reply to your return approval email to share it with us. It helps us track your return and avoid any delays.
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.
Once your return reaches us, we’ll inspect it to confirm that it meets our return criteria—completely unused, in its original condition, and including all original packaging, accessories, cables, manuals, and anything else it came with.
If everything checks out, we’ll go ahead with your replacement or refund—just as agreed.
If the item doesn’t meet our return criteria, we won’t be able to process your return—and it will be sent back to you. Either way, we’ll keep you updated throughout.
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’ve simply decided you no longer want the item, return shipping will be your responsibility and at your own expense.
We don’t cover postage in this case, and you’ll need to use a tracked courier service of your choice.
If the item is sent without tracking and gets lost in transit, we won’t be able to process the return.
- 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 postage yourself.
In such cases, we don’t reimburse shipping costs—it’s your responsibility to send the item back to us using a reliable, tracked courier.
Returns sent without tracking can go missing in transit, and we won’t be able to complete your return if that happens.
- If you ordered the wrong item or selected the wrong variation
Mistakes happen—we get it. But in this case, return postage is your responsibility, and you’ll need to send the item back using a tracked courier service you trust.
We don’t cover shipping costs for ordering errors. And if the return is sent without tracking and goes missing in transit, we won’t be able to process it on our end.
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 return shipping cost.
We’ll either send you a prepaid return label or ask you to return the item using a tracked courier of your choice. If you arrange the return yourself, we’ll reimburse the shipping cost once the item arrives—just be sure to use a tracked service and share the tracking details with us.
If the return is sent without tracking and doesn’t reach us, we won’t be able to complete the return or issue any reimbursement.
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 repaired in the way that makes most sense.
Here’s how we handle it:
- If You’re Within the 30-Day Return Window
If your item develops a fault within 30 days of delivery due to a technical or manufacturing issue, we’ll first ask you to send it back to us for a technical review.
Once we’ve received it and our inspection confirms the fault, we’ll look into whether a repair is:
— technically possible
— fair for the circumstances
— reasonably quick to carry out
If it ticks those boxes, and you’re happy to go ahead, we’ll arrange the repair under the manufacturer’s warranty or support programme—completely free of charge.
But if the repair isn’t viable—or you’d prefer not to wait—we’ll offer either a replacement or a full refund, depending on what’s available and what works best for you.
- If the 30-Day Return Window Has Passed
If the fault shows up after the 30-day return window but is still covered under the manufacturer’s warranty or support programme, we’ll help you navigate the repair process by:
— Connecting you with the brand’s authorised service centre,
— Helping you with submitting a repair request,
— Or guiding you through the necessary steps based on the issue.
Even if the repair happens outside our return window, we’ll support you until it’s resolved.
- If It’s Not Covered by Warranty
If the fault isn’t covered by warranty under the manufacturer’s warranty or support programme—like accidental damages—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 it right.
7. How Replacement 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, or simply didn’t arrive as expected.
- If You’re Within the 30-Day Return Window
If your item arrives damaged, faulty, missing parts, or not as described, and you notify us within 30 days of delivery, we’ll arrange a replacement at no cost to you—once we’ve inspected the returned item and confirmed the issue.
In most cases, we’ll:
— Approve your return and send you instructions,
— Cover the cost of return shipping,
— Arrange a replacement of the same item as soon as your return reaches us and passes inspection.
If the exact item is out of stock or discontinued, we’ll work with you to find a suitable alternative or offer a full refund.
We aim to get the replacement to you as quickly as possible, but we’ll always keep you updated on timelines and next steps—so you’re never left wondering what’s happening.
- If the 30-Day Return Window Has Passed
If the issue surfaces after 30 days but is still covered under the manufacturer’s warranty, we’ll guide you through the replacement process if the manufacturer agrees that replacement is the appropriate resolution.
This may include:
— Helping you raise a replacement claim with the brand,
— Coordinating with the brand’s warranty support team,
— Or assisting in verifying the fault through a service centre if required.
We’ll stay involved until you have a resolution, even if the final decision lies with the brand.
- 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 best step. That might mean offering a full refund or, in some cases, store credit—depending on what’s fair and what works best for you.
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
If that happens, we’ll let you know as soon as possible, and any payment already collected will be refunded automatically.
- 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—no deductions, no question asked.
- 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, and you choose to cancel, we’ll issue a full refund—including the delivery fee.
We’ll aways try to resolve delays first—but if you’re done waiting, we respect that.
- If You Refuse Delivery of Your Order
If you refuse to accept the parcel at your doorstep and it comes back to us in unused, original condition, we’ll issue a refund for the item’s price, but deduct the original delivery cost and return shipping fee, if we’re charged for it.
- 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 refund the item price—after deducting both the original delivery fee and return shipping charges, if applicable.
- If You Ordered the Wrong Item or Selected the Wrong Variation
If you let us know within 14 days of delivery and return the item as per our return guidelines, we’ll refund the item’s price, but not the delivery charge. You’ll need to cover the return shipping.
- If You Changed Your Mind Within 14 Days
We respect your right to change your mind. If the returned item is unused and meets our return guidelines, you’ll receive a refund for the item’s price only. Delivery charges are non-refundable, and return shipping—and its cost—is your responsibility.
- If the Item Arrived Damaged, Faulty, or Not as Described
Let us know within 30 days of delivery. We’ll first try to put things right—either with a repair or a replacement, depending on what’s suitable. If neither option works for you—or isn’t possible—we’ll issue a full refund, including:
— The price you paid for the item
— Any delivery fee you were charged
— Any return shipping cost you covered (with receipt)
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 (if applicable)
- Any deductions (if applicable and explained)
Every refund comes with a full breakdown—so you know exactly how much is being refunded, and why.
We’ll issue your refund to:
- Your original payment method — usually your Debit or Credit Card (default)
- Store credit, if you’ve asked for that instead
Refunds are typically processed within 5-10 working days from the date we send your refund confirmation email. Once it’s processed, we’ll let you know it’s on its way.
It might 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.
If your debit or credit has expired or can’t be used anymore, just let us know—we’ll work out an alternative.
10. Where It All Stands Legally
This page is intended to help you better understand how returns and refunds work at HumaneX.store. If you’d like to dive deeper, please see our Terms of Use & Sale, which set out the terms for both you and us—how we operate and what you agree to.
All returns and refunds, including those relating to Mail and Telephone Orders, are processed in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015—including your right to change your mind, request a refund, or return faulty goods.
Your personal and delivery information is protected in accordance with our Privacy Policy and Cookie Policy, in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
