Return Policy
We want you to be 100% satisfied with your purchase. If you're not happy, we'll do our best to make it right. Our refund and returns policy complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Below are the details of our policy:
​
Right to cancel
​
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for a full refund, provided the items are unused and in their original packaging. To initiate a return, contact us at info@hifilament.com within 14 days of receiving your order. You then have another 14 days to return the item. Once we receive the returned item in unused condition, we'll process your refund within 14 days. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Faulty or defective items
​
Under the Consumer Rights Act 2015, you're entitled to a refund, repair, or replacement if your item is faulty or not as described. If your item arrives damaged or develops a fault within 30 days, you're entitled to a full refund. After 30 days but within 6 months, we'll offer a repair or replacement. If that's not possible, we'll provide a refund. After 6 months, we may ask for proof that the fault was present at the time of purchase. We will cover return shipping costs for faulty items.
​
How to Return an Item & Refund Processing
​
To initiate a return, contact us at info@hifilament.com with your order number and reason for return. We will provide detailed return instructions, including the only authorized return address. Returns sent to any other address will not be accepted.
Please securely package your items to prevent damage in transit. Once we receive your return, we will process your refund or replacement as soon as possible. Refunds will be processed within 14 days of receiving your returned item and issued via the original payment method. If you have not received your refund after this period, please contact us.