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Continue ShoppingLast Updated: 1 September 2025
At HOPE BASKET, we want you to shop with confidence. This policy explains how to cancel an order, return a product and request a refund for purchases from our online store.
Our store is operated by HOPEBASKET LTD, a company registered in Scotland under company number SC890242. Nothing in this policy limits your statutory consumer rights.
1. Cancelling an online order
If you are a UK consumer, you can usually cancel an online order for any reason within 14 days after you receive the goods. If your order arrives in separate deliveries, the period usually runs from the day after you receive the last item. You do not need to give a reason. Some products are exempt, as explained in section 5. gov.uk
To cancel, email contact@hopebasket.co.uk before the cancellation period ends. Include your name, order number and the items you wish to cancel. A clear statement by email is enough to exercise your right; you do not need to wait for return approval before telling us you wish to cancel.
If you cancel before dispatch, we will try to stop the shipment. If the order has already been dispatched, you can return it under this policy.
2. Returning your order
After telling us you wish to cancel, you must send the goods back within 14 days. Contact us for the correct return address and instructions. Please do not send returns to our registered office unless we have confirmed it as the return address. businesscompanion.info
Please package the goods securely and keep proof of postage. Include your order number so we can identify the return.
You may inspect a product as you would in a shop. If handling beyond what is necessary to check its nature, characteristics and function reduces its value, we may make a lawful deduction from the refund. Original packaging is helpful, but its absence does not automatically remove a statutory cancellation right. businesscompanion.info
3. Return costs
For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods, unless we agree otherwise or the law requires us to pay it. Large appliances and other bulky products may require collection; contact us before arranging a return so we can explain the method and any applicable direct return cost.
If goods are faulty, damaged on arrival, incorrect or not as described, contact us. Where a return is needed, we will arrange it or cover reasonable return costs as required by law.
4. Refunds for cancellations
For a valid cancellation, we will refund the price paid for the returned goods. If you cancel the whole order, we will also refund the cost of our least expensive standard delivery option where required by law. Any extra amount paid for a premium delivery option is not normally refundable.
We will issue the refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. We will use the original payment method unless you expressly agree otherwise. Your payment provider may take additional time to show the credit in your account. gov.uk
5. Products with limited cancellation rights
The 14-day change-of-mind right may not apply to certain products, including:
- Goods made to your specifications or clearly personalised.
- Goods that deteriorate or expire rapidly.
- Goods sealed for health protection or hygiene reasons once you have unsealed them after delivery.
- Sealed audio, video or software products once unsealed.
- Digital content supplied immediately after you have given the required express consent and acknowledgement.
For example, an opened beauty or personal-care product is not automatically exempt merely because it has been opened; the applicable legal conditions must be met. These exceptions do not remove your rights if an item is faulty, damaged or not as described. businesscompanion.info
6. Faulty, damaged or incorrect goods
Products must be of satisfactory quality, fit for purpose and as described. If there is a problem, email contact@hopebasket.co.uk with your order number, a description of the issue and, if available, photographs. For an item damaged in transit, please keep the packaging while we review the issue.
UK consumers generally have a 30-day short-term right to reject faulty goods for a refund. After that, a repair or replacement may be the appropriate first remedy, depending on the circumstances. We will assess the issue and provide the remedy required by law. gov.uk
If we sent the wrong product or an item is missing, contact us with your order number and details of what you received. We will investigate and arrange an appropriate resolution.
7. Electronics and large appliances
Before returning an electronic device, please remove your accounts, passwords and personal data where possible, and include the accessories needed to assess it. Contact us before returning a large appliance so we can arrange suitable collection or return instructions. These practical steps do not limit your statutory rights.
8. Exchanges
If you would prefer an exchange, contact us. Exchanges depend on product availability and the reason for the return. If an exchange is unavailable, we will provide any refund or other remedy you are entitled to.
9. Contact us
For cancellations, returns and refunds, please contact:
HOPEBASKET LTD
Company number: SC890242
Office 457 18 Young St, Unit Lge
Edinburgh, Scotland, United Kingdom, EH2 4JB
Email: contact@hopebasket.co.uk
Phone: +44 7828714698
Please include your order number when contacting us.