Refund policy
Please Read Before Ordering
As a very small business, we kindly ask that you avoid ordering multiple sizes or designs simply to try on or compare where possible. Every item is made to order, and returns are costly for small businesses. Returned items must be individually inspected, repackaged, and manually resold, and in many cases cannot be resold easily.
If you’re unsure about sizing, fit, colours, or whether a product is right for you, please get in touch before placing your order—we’re always happy to help you choose the right item first.
This is a request to help us reduce waste and unnecessary costs, and it does not affect your statutory rights under UK consumer law.
Refund & Returns Policy
At We Are Hairy People, many of our products are printed or made especially for you once you place your order. We want you to love what you receive, so if there’s ever a problem, we’ll do our best to put it right.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or you’ve received the wrong item, please contact us within 30 days of delivery at sarah@wearehairypeople.co.uk
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs where possible.
We’ll arrange an appropriate remedy, which may include a replacement, repair or refund including shipping if we are responsible for an error.
Personalised & Custom Products
Products that are personalised or made to your individual specification (for example, custom pet portraits, custom printed and custom painted items) cannot be cancelled or returned simply because you have changed your mind. This is because these items are made specifically for you.
This does not apply for any item that is faulty, damaged or not as described.
Standard Made-to-Order Products
Many of our clothing and accessories are produced only after an order is placed. Unless they have been personalised or customised, these products can be returned.
If you wish to cancel your order, please contact us as soon as possible. If creation has not yet begun, we may be able to cancel and refund your order.
If your order has already been dispatched, you may still have the right to cancel and return the item. Returned items must be unworn, unused, and in their original condition with any original packaging where reasonably possible.
The cost of returning non-faulty items is the customer’s responsibility unless otherwise agreed.
How to Contact Us
Email: sarah@wearehairypeople.co.uk
Please include your order number in all correspondence so we can help you as quickly as possible.
This policy is in addition to, and does not affect, your statutory rights under UK consumer law.
Please keep the proof of postage in case the item gets lost. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at sarah@wearehairypeople.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
Once we’ve received and inspected your return, we will let you know if the refund was not approved for any reason. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sarah@wearehairypeople.co.uk.
Right of Withdrawal (UK & EU customers)
If you are a consumer in the UK or European Union, you may have the legal right to cancel eligible orders within 14 days of receiving your goods, without giving a reason.
To exercise this right, you can use our “Withdraw from Contract” form on our website, or contact us by email before the 14-day period expires.
If you cancel an eligible order, you must return the item to us within 14 days. You are responsible for the cost of returning the item unless it is faulty, damaged, or not as described. We will refund payments received, including standard delivery costs, using the original payment method.
We may wait to issue a refund until we receive the returned item or evidence that it has been sent back.
Personalised and made-to-order products
Many of our products are personalised or made to order specifically for you. These items are not eligible for cancellation due to a change of mind, as they are created to your individual requirements.
This does not affect your statutory rights if an item is faulty, damaged, or not as described.