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Return & Refund Policy
Effective date: 16 May 2026 Applies to: All orders placed on hembe.co.uk Contact: hello(at)hembe.co.uk
Our Commitment to You
At Hembe, we want you to love every piece you receive. Our Zimbabwe-inspired apparel is designed to celebrate culture, identity, and pride — and we want that feeling to come through from the moment your order arrives.
If for any reason you are not completely satisfied with your purchase, this policy explains exactly what your rights are, how to return items, and how refunds are processed.
1. Your Right to Cancel (14-Day Cooling-Off Period)
As an online retailer selling to customers in the United Kingdom, Hembe complies fully with the Consumer Contracts Regulations 2013. This means you have the right to cancel your order without giving any reason.
You may cancel your order within 14 days of receiving your items. This 14-day period begins the day after your order is delivered. You do not need to give a reason for cancellation during this period, and this right applies even if the items are not faulty.
How to cancel your order
To exercise your right to cancel, notify us clearly before the 14-day period expires by:
- Email: hello(at)hembe.co.uk — include your order number and name
- Contact form: hembe.co.uk/pages/contact
We will acknowledge your cancellation request within 1 business day and send you return instructions.
Returning your items after cancellation
Once you have notified us of your cancellation, you must return the items to us no later than 14 days after notifying us. Items must be unworn and unwashed, in their original condition with all tags still attached, and returned in suitable packaging to prevent damage in transit. Items that have been worn, washed, or returned without tags may not be eligible for a full refund under this right.
2. Our Standard Returns Policy — 30 Days
In addition to your legal cancellation right, Hembe offers a 30-day returns window for all standard items.
- Return window: 30 days from the date of delivery
- Condition required: Unworn, unwashed, original tags attached
- Return postage: Customer's responsibility (unless item is faulty — see Section 4)
- Refund method: Original payment method
- Refund timeline: Within 5–10 business days of receiving your return
- Exchanges: Available — contact us before returning
Items eligible for return
- T-shirts, hoodies, and sweatshirts — unworn, unwashed, tags attached
- Any other standard (non-custom) Hembe apparel within 30 days of delivery
Items not eligible for return
- Custom or personalised apparel — see Section 3
- Items that have been worn, washed, or altered
- Items returned without original tags
- Items returned after 30 days from delivery (unless faulty — see Section 4)
- Sale items marked as final sale at the time of purchase
3. Custom Apparel — Special Conditions
Hembe offers a custom apparel service for personalised garments designed for events, groups, businesses, and special occasions. Due to the personalised nature of these items, different conditions apply.
Custom-made and personalised apparel cannot be returned or refunded unless the item is faulty or has been produced incorrectly due to our error. This is consistent with your statutory rights under UK consumer law, which excludes personalised goods from the standard 14-day cancellation right (Consumer Contracts Regulations 2013, Regulation 28(1)(b)).
Before we produce your custom order, we will send you a design proof for approval. Once you approve the proof, production begins and the order cannot be cancelled.
If your custom apparel arrives with a fault caused by us — including incorrect printing, production defects, or items significantly different from the approved proof — we will offer a full replacement or a full refund. Please contact us within 7 days of receiving your custom order.
4. Faulty, Damaged, or Incorrect Items
If your Hembe item arrives faulty, damaged in transit, or is not what you ordered, your rights are protected under the Consumer Rights Act 2015.
You are entitled to one of the following — your choice:
- A full refund
- A replacement item
- A repair where applicable
You do not need to pay return postage for faulty or incorrect items. We will provide a prepaid return label or arrange collection at our cost.
How to report a faulty or incorrect item
Please contact us as soon as possible — ideally within 30 days of receiving the item. Include your order number, a clear description of the fault, photographs of the issue, and whether you would prefer a refund or replacement.
Contact us at hello(at)hembe.co.uk or via WhatsApp at wa.me/447789836461. Please do not return a faulty item without contacting us first — we may ask you to keep the item and issue a refund or replacement without requiring a return, depending on the nature of the fault.
5. How to Make a Return — Step by Step
Step 1 — Contact us first Email hello(at)hembe.co.uk or message us on WhatsApp. Include your order number, the items you wish to return, and the reason. We will respond within 1 business day with a return authorisation.
Step 2 — Package your items Wrap your items securely to prevent damage in transit. Include a note inside with your order number and full name.
Step 3 — Post your return Return the items to the address provided in our return authorisation email. We recommend using a tracked postal service as Hembe is not responsible for items lost in return transit.
Step 4 — We process your return Once we receive and inspect your return, we will process your refund or exchange within 5 business days.
Step 5 — Refund issued Refunds are returned to your original payment method. Please allow 3–5 additional business days for the refund to appear in your account, depending on your bank or payment provider.
6. Refunds
Refund timeline
Once we have received and inspected your returned items, we will process your refund within 5 business days. You will receive an email confirmation when your refund has been issued. Please allow an additional 3–5 business days for the refund to appear in your account — this depends on your bank or payment provider and is outside our control.
Refund method
Refunds are always issued to the original payment method used at checkout. We cannot process refunds to a different card or account. Credit or debit card payments are refunded to the same card. PayPal payments are refunded to your PayPal account. Klarna payments are refunded through Klarna. Shop Pay, Apple Pay, and Google Pay payments are refunded to the associated payment method.
Partial refunds
In some circumstances we may issue a partial refund — for example, if only part of an order is returned, or if returned items show signs of wear or damage not caused by us. We will always communicate this clearly before processing.
Original delivery charges
If you return your entire order under the 14-day cancellation right, we will refund the standard delivery charge paid at checkout. We are not required to refund premium or express delivery upgrades unless the item was faulty. If you return only part of an order, the original delivery charge is non-refundable.
7. Exchanges
We are happy to exchange items for a different size or colour where stock is available. Contact us at hello(at)hembe.co.uk within 30 days of receiving your order. Let us know the item you have and what you would like instead. We will check availability and confirm the exchange before you return anything. Return your original item in unworn, unwashed condition with tags attached, and once we receive it we will dispatch your exchange.
Please note we cannot guarantee availability of specific sizes and colours, as our designs are produced in limited runs. If your preferred option is unavailable, we will offer a full refund instead.
8. Return Postage Costs
| Reason for return | Who pays return postage? |
|---|---|
| Changed your mind (14-day cancellation right) | Customer |
| Changed your mind (within 30-day window) | Customer |
| Wrong size or colour — not our error | Customer |
| Faulty or defective item | Hembe — prepaid label provided |
| Item not as described | Hembe — prepaid label provided |
| Incorrect item sent | Hembe — prepaid label provided |
We strongly recommend returning items via a tracked postal service. Hembe cannot be held responsible for items lost in return transit where no proof of postage exists.
9. Sizing, Fit and Colour
We encourage all customers to check our size guide before ordering. Please note that colours may appear slightly different on screen compared to the physical garment, depending on your device settings. This is not considered a fault. If you are genuinely dissatisfied with how a colour appears compared to the product images, please contact us and we will do our best to help.
10. Cancelling an Order Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at hello(at)hembe.co.uk or via WhatsApp. If your order has not yet been dispatched, we will cancel it and issue a full refund within 3–5 business days. If your order has already been dispatched, we are unable to cancel it — please follow the standard returns process once it arrives. Custom apparel orders cannot be cancelled once production has commenced.
11. Klarna and Buy Now Pay Later
If you purchased using Klarna and wish to make a return, your refund will be processed through Klarna in accordance with their standard terms. Until Hembe confirms your return has been received and your refund processed, you remain responsible for any Klarna payments due. Contact Klarna directly if you have questions about how a return affects your payment schedule.
12. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law. Your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Consumer Protection from Unfair Trading Regulations 2008 are always protected.
If you feel your statutory rights have not been respected, you can seek further advice from Citizens Advice at citizensadvice.org.uk or contact your local Trading Standards office.
13. Contact Us
Email: hello(at)hembe.co.uk WhatsApp: wa.me/447789836461 Phone: +44 778 983 6461 Contact form: hembe.co.uk/pages/contact Response time: Within 1 business day
We are a small, passionate team and we genuinely want every Hembe customer to have a great experience. If something has gone wrong with your order, please reach out — we will always do our best to make it right.
14. Changes to This Policy
Hembe reserves the right to update this policy at any time. Changes will be effective immediately upon publication on our website. The policy that applies to your order is the version in place at the time your order was placed.
Summary
- 30-day returns on all standard items — unworn, unwashed, tags attached
- Legal right to cancel within 14 days of delivery — no reason needed
- Refunds processed within 5 business days of receiving your return
- Refund returned to your original payment method
- We cover return postage if the item is faulty or we made an error
- You cover return postage if you changed your mind or ordered the wrong size
- Custom and personalised apparel cannot be returned unless faulty
- Worn, washed, or tagless items cannot be returned
Questions? Email hello(at)hembe.co.uk or WhatsApp wa.me/447789836461