Refund policy
We want you to be delighted with your purchase. If something isn’t right, please contact us and we’ll do our best to resolve it quickly and fairly.
Email: info@hoylesoxford.com
Telephone: 01865 203244 during shop opening hours
Your Right to Cancel (Online Orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 days of receiving it, for any reason and without needing to provide one. At Hoyle’s, we extend our returns period to 30 days from the date of delivery for eligible items.
To exercise your right to cancel or arrange a return, please contact us within this period. Once your return has been authorised, we’ll provide full instructions and a prepaid tracked returns label for eligible UK returns.
This does not affect your statutory rights.
Conditions for Returns
To be eligible for a return, items must be:
- Unused and in their original condition
- Returned with all original packaging
- Accompanied by proof of purchase (such as your order confirmation email)
Please package returns carefully to avoid damage in transit.
Please note, we cannot accept returns of opened sealed games, puzzles, trading cards, or playing card decks unless they are faulty, damaged, or not as described.
How to Return an Item
- Contact us at info@hoylesoxford.com or call 01865 203244 within 30 days of delivery.
- Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Once approved, we’ll email you:
- A prepaid tracked returns label (for eligible UK returns)
- Packaging and postage instructions
- Securely package the item in its original packaging where possible.
- Once we receive and inspect the return, we’ll process your refund or exchange and confirm by email.
UK Returns
We offer free returns on eligible UK orders.
Please contact us before sending anything back. Once your return has been approved, we’ll email you a prepaid tracked returns label together with full instructions.
Please do not return items directly to the manufacturer.
We can only accept responsibility for returns sent using the tracked label we provide.
International Returns
For orders shipped outside the United Kingdom, customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
We recommend using a tracked and insured postal service, as we cannot accept responsibility for items lost or damaged in transit.
Please note:
- Original shipping charges, customs duties, and taxes are non-refundable unless legally required
- Customers are responsible for any customs declarations or charges associated with returning goods
- We are unable to reimburse international return postage costs for change-of-mind returns
Your statutory rights remain unaffected.
Faulty, Damaged, Incorrect, or Missing Items
If your order arrives faulty, damaged, incorrect, missing, or not as described, please contact us within 30 days of receipt.
In accordance with the Consumer Rights Act 2015, we will arrange a free return and offer an appropriate remedy, which may include:
- A repair
- A replacement
- A full refund
Your statutory rights are not affected.
Sale Items
Sale items may be returned within our standard returns period unless stated otherwise at the time of purchase.
However, we reserve the right to refuse returns of clearance, discontinued, or heavily discounted items where this has been clearly indicated before purchase.
This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied items.
Refunds
Once your return has been received and inspected, we’ll notify you by email.
Approved refunds will be processed to your original payment method within 14 days of receiving the returned item or proof that it has been posted back to us.
Please note that it may take a few additional working days for your bank or card provider to process the refund.
Original outbound shipping charges are non-refundable unless the item is faulty, damaged, or not as described.
If your return is not approved, we’ll contact you to explain why.
Exchanges
If you would prefer an exchange, please contact us and we’ll do our best to help, subject to stock availability.
Faulty or damaged items will, where appropriate, be replaced at no cost to you.
Gift Returns
If you received an item as a gift and would like to return or exchange it, please contact us and we’ll do our best to assist.
In some cases, we may need to liaise with the original purchaser before processing the return.
Complaints
If you are unhappy with how we’ve handled your return or complaint, please contact us directly and we will always aim to resolve matters fairly, promptly, and courteously.
You may also seek independent advice from Citizens Advice or your local Trading Standards office.
Jurisdiction
This policy is governed by the laws of England and Wales.