Returns & Refunds Policy

At Hike Comfy, we want you to feel confident when shopping with us. If something is not quite right with your order, our customer service team will be happy to assist.

We offer a 30-day returns window for eligible items, subject to the conditions set out below. This policy is provided in addition to, and does not limit, any statutory consumer rights available to you under applicable United Kingdom law.

Common Return Reasons

1. The Item Does Not Fit
   If you selected the wrong size or would prefer a different size, you may request a return or exchange within the applicable return period. For change-of-mind or sizing returns, the customer is responsible for return postage unless we state otherwise.
2. Changed Your Mind
   Eligible items may be returned in accordance with this policy. Please keep the footwear clean, unworn outdoors and in a condition suitable for return.
3. Faulty or Defective Item
   If your product arrives faulty or develops a fault, please contact us with your order number and details of the problem. Depending on the circumstances and your applicable consumer rights, an appropriate remedy may include a refund, repair or replacement.
4. Wrong Item Received
   If we send you the wrong product, size or colour, please contact us. We will arrange an appropriate resolution and cover reasonable return costs where the mistake is ours.
5. Item Damaged During Delivery
   Please contact us promptly and provide clear photographs of the product and packaging. We will review the issue and arrange an appropriate remedy.
6. Incorrect Delivery Details
   Please check your delivery information carefully when ordering. If you notice an error, contact us as soon as possible. We will try to update the details before dispatch, although this may not always be possible once processing has started.
7. Another Issue
   If your situation is not covered above, email our customer service team and we will review it with you.

Your Right to Cancel an Online Order

For eligible online purchases, you may have the right to cancel without giving a reason. You should normally tell us that you wish to cancel within 14 days after receiving your goods.

After notifying us of your cancellation, you should return the goods within the following 14 days.

You may inspect and try on footwear in a reasonable way, similar to what you would do in a shop. Where goods have been handled beyond what is reasonably necessary to assess their nature, characteristics and fit, any refund may be reduced where permitted by law.

Our 30-Day Returns Policy

In addition to your statutory rights, Hike Comfy allows eligible products to be submitted for return within 30 days of delivery.

For returns made under our additional 30-day policy, products should:

• Be clean and in a resalable condition
• Not have been worn outdoors
• Be returned with the original packaging where reasonably possible
• Include any accessories or components supplied with the product

How to Return Your Order

1. Contact Us: Email support@hike-comfy.com with your order number and the reason for your return.
2. Receive Return Instructions: Our customer service team will provide the appropriate return instructions and return address.
3. Pack Your Return: Package the item securely to help prevent damage while it is being transported back.
4. Send Your Parcel: Use the return address provided by our customer service team. We recommend keeping your proof of postage and tracking information until your return has been completed.
5. Return Review: Once your parcel arrives, we will review the returned items before completing the applicable refund or exchange.

Please do not send returns to our business contact address unless our customer service team specifically instructs you to do so. The correct return location may be different.

Return Postage

If you are returning an item because you changed your mind, ordered an unsuitable size or no longer want the product, you will normally be responsible for the cost of returning it.

Where the product is faulty, damaged on arrival, incorrectly described, or we have sent the wrong item, we will deal with reasonable return costs in accordance with your applicable consumer rights.

Refunds

Approved refunds will normally be issued to the original payment method.

Where you exercise a statutory cancellation right, we will process the refund within the timeframe required by applicable law after receiving the returned goods or acceptable evidence that they have been sent back.

Where applicable, the standard outbound delivery charge will also be refunded. If you selected a delivery service that cost more than our standard delivery option, the additional amount may not be refundable.

After we issue your refund, your bank or payment provider may require additional time before the funds appear in your account.

Faulty, Damaged or Incorrect Goods

Products supplied by Hike Comfy should be as described, of satisfactory quality and suitable for their intended purpose.

If you believe an item is faulty, damaged or incorrect, please contact us as soon as reasonably possible at support@hike-comfy.com .

Please provide:

• Your order number
• A description of the problem
• Clear photographs showing the issue
• Photographs of the packaging where relevant

Nothing in this policy limits your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.

Exchanges

If you would like a different size or eligible replacement product, contact us before returning the original item.

Exchanges depend on stock availability. Where a direct exchange is not possible, we may ask you to return the original item and place a new order.

Sale and Promotional Items

Products purchased during a sale or promotional offer may be subject to the specific terms of that promotion. However, promotional pricing does not remove any statutory rights that apply to your purchase.

If a promotion includes multiple products, bundles or special offers, the refund amount may be recalculated where appropriate to reflect the conditions of the promotion, without affecting your statutory rights.

Items That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from change-of-mind cancellation or return rights where an applicable legal exception applies, including certain personalised or custom-made products.

These exclusions do not remove your rights where an item is faulty, damaged or not as described.

Cancelling Before Dispatch

We begin preparing orders promptly after they are placed. If you wish to cancel or change an order before dispatch, contact us as quickly as possible.

We cannot guarantee that an order can be stopped once processing or dispatch has begun. This does not affect any cancellation or return rights that may apply after delivery.

 

Business Information

Store Name: Hike Comfy
Company Name: Hike Comfy LTD
Business Address: 29 Ashfield Grove, Cambridge, CB1 8TR, United Kingdom
Email: support@hike-comfy.com
Customer Service Hours: Monday to Friday, 9:00 AM to 9:00 PM