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Returns & refunds, made clearer
We want you to feel confident when ordering from The Hen Planner™. Return eligibility depends on the type of product purchased and the delivery location, so we’ve broken everything down simply below.
The simple version ✨
Here’s the quick overview before you read the full details. Some items are returnable, while others are final sale because they are digital, personalised, or made especially for your order.
14-day return window
Eligible non-personalised physical items can be returned within 14 days of delivery.
UK return labels
For eligible UK physical product returns, return postage may be covered where applicable.
US & international
Customers are responsible for return postage unless the item is faulty, damaged, or incorrect.
Final sale items
Digital, personalised, custom, and made-to-order items are non-refundable unless there is an issue.
Instant downloads are non-refundable ✨
Digital products are delivered as downloadable files, so they cannot be returned once purchased.
Due to the nature of digital products, all digital downloads are non-refundable.
If you experience a technical issue or believe there is an error with your file, please contact us at hello@thehenplanner.com and we’ll be happy to assist.
Please make sure you are happy with the product details before purchasing a digital download, as no physical item will be mailed.
Eligible physical items can be returned ✨
We accept returns on eligible non-personalised physical items within 14 days of delivery.
Return condition
The item must be unused, unworn, and in its original condition.
Original packaging and proof of purchase are required.
How to start a return
Email hello@thehenplanner.com with your order number and we’ll provide return instructions.
Return postage
For eligible UK physical product returns, return postage may be covered where applicable.
For US and other international returns, customers are responsible for return postage costs unless the item arrives faulty, damaged, or incorrect.
Original shipping fees are non-refundable.
Made especially for you ✨
Some items are created only after your order is placed, which means they cannot be returned for change of mind or ordering errors.
Some items, including selected clothing, jumpers, sweaters, personalised products, and made-to-order apparel, are created especially for your order.
Because of this, these items are non-returnable and non-refundable unless they arrive faulty, damaged, or incorrect.
- Check sizing guides carefully before ordering
- Review colour options before checkout
- Double-check personalisation details where applicable
We strongly recommend checking sizing guides, colour options, and personalisation details carefully before placing your order.
Something wrong? We’ll help ✨
Please inspect your order upon delivery. If your item arrives faulty, damaged, or incorrect, contact us within 7 days of delivery.
Email hello@thehenplanner.com within 7 days of delivery.
Include your order number so we can locate your order quickly.
Attach clear photos of the issue so we can assess what happened.
We’ll arrange a replacement, refund, or other suitable resolution where appropriate.
The sooner you contact us, the easier it is for us to help resolve the issue.
What happens next ✨
Once your return is approved and received, we’ll inspect the item and notify you of the refund status.
Do you offer exchanges?
We do not offer direct exchanges.
If your item is eligible for return, the fastest way to receive a replacement is to request a return for the original item and place a new order once the return is approved.
How are refunds issued?
Once we receive and inspect your returned item, we’ll notify you of the approval status.
If approved, refunds will be issued to your original payment method.
How long do refunds take?
Processing times vary depending on your bank or payment provider.
Please note that it may take several working days for the refund to appear on your statement.
What costs are non-refundable?
Original shipping fees are non-refundable.
For US and other international returns, customers are responsible for return postage costs unless the item arrives faulty, damaged, or incorrect.
Need help with a return? ♡
If you have any questions about returns or refunds, please contact us at hello@thehenplanner.com. We’re always happy to help.
Email us