Returns Policy
Christmas Returns
For peace of mind this Christmas we are relaxing our returns policy.
Any purchases made before Christmas can be returned for exchange or refund up to the end of January 2025.
All we ask is that items are unused and in the original packaging. A return postage fee will apply, but we'll do the rest.
Although we hope your order arrives in perfect condition and you love your items we realise that sometimes things go wrong. Our quick and simple returns policy is outlined below and we will do our best to help make the process as easy as possible. Please also remember that you can contact us via email or phone - where you will be speaking to a member of our customer service team based in our North Dorset shop.
To see the relevant information, select the option that best applies to your situation.
If an item is unwanted, it can be returned to us within 30 days for a no-quibble refund. The item(s) must be in a resaleable condition, unused and in their original packaging and the costs of returning unwanted purchases to us shall be borne by you.
For unwanted items with a value less than £300, you can Create a returns label either by Royal Mail here or DPD here. Please note that returning unwanted items using this returns label means that a deduction of £3.50 will be made from your refund to cover the cost of this service. There are size restrictions for this service and more bulky items, and those over £300 will require a courier collection at a cost of £10.
Alternatively, you can contact us for assistance, or see 'How Can I Return Items?' in the FAQ section below for more information.
If your item has arrived damaged then please contact us as soon as possible. We may request an image or video of the damaged item and may require it to be returned to us, so please do not dispose of the item(s) unless instructed to do so. If we require the item(s) to be returned, our team will provide a free of charge returns label if the item is under £300 in value, or arrange for a collection of the damaged item if the value is more than £300.
If your item develops a fault within the first 30 days of receiving your item then please contact us as soon as possible. We may request an image or video of the faulty item(s) and may need for it to be returned to us, so please do not dispose of the item(s) unless instructed to do so. Our team will be able to advise how to return the item to us and will provide a free of charge returns label if the item is under £300 in value, or arrange for a collection of the damaged item if the value is more than £300.
If the fault occurs after the first 30 days some manufacturers request that we refer you directly to them to assist as they can often resolve the matter more quickly dealing with you directly. Brands where this is currently the case include: Anolon, Circulon, Jura, KitchenAid, Lavazza, Le Creuset, Magimix, Melitta, Nespresso, Sage, Scanpan
If you would prefer to return the item to us after the first 30 days then you can still do so. Please contact us for assistance.
FAQs
If a refund is agreed rather than a repair or replacement then once the items are received back by us we will provide a full refund of the amount paid or an exchange credit as required. Please allow up to 7 working days from us receiving the item for the refund to appear into your account.
Any product/s that were purchased and delivered with a promotional free gift must also be returned with that free gift in order to receive a full refund for the original item purchased.
We would recommend contacting us before returning any items as our team can outline the options available.
For damaged or faulty items then please get in touch and a free returns label will be provided, or a collection arranged (depending on the value of the order) if we require the item back - please note that we may request an image or video of the item.
For unwanted items with a value less than £300, you can Create a returns label either by Royal Mail here or DPD here, or contact us and we can provide one. Please note that returning unwanted items using this returns label means that a deduction of £3.50 will be made from your refund to cover the cost of this service. There are size restrictions for this service and more bulky items will require a courier collection.
If the value of the item(s) is greater than £300 then a courier collection at a cost of £10 can be arranged. This service operates within working hours on week days from any UK mainland address. Please contact us to arrange a collection.
If you choose either of these options, the respective costs will be deducted from your refund.
You can also use your own means to return the item(s) to the address below. Please include a note with your order number and reason for return. For unwanted items the cost of returning the item(s) will be borne by you.
Harts Of Stur Returns
Station Road
Sturminster Newton
Dorset
DT10 1BD
For T&G and Eddingtons trolleys, returns are charged at £75.00. This is to cover the cost of palletised collection, rather than parcel delivery. It is therefore always worth double checking your size/design requirements before you order. This levy does not apply to either the Catskill trolleys, or faulty/damaged trolleys. Please contact us if you have any queries.