Refund policy – The Hen Planner

This store requires javascript to be enabled for some features to work correctly.

Est. 2012 · Trusted by 20,000+ hens and brides worldwide

Refund policy

We want you to feel confident when ordering from The Hen Planner™. Please take a moment to review our returns and refunds policy below, which varies depending on the type of product purchased.


Digital Products

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.

Physical Products

Non-Personalised Physical Items (Ready-Made)

We accept returns on non-personalised physical items within 14 days of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition

  • Original packaging and proof of purchase are required

To start a return, please email hello@thehenplanner.com with your order number, and we’ll provide return instructions.

Please note:

  • Customers are responsible for return postage costs

  • Original shipping fees are non-refundable

Made-to-Order & Personalised Items Clothing Items

Some clothing items — including jumpers, sweaters, and similar apparel — are made to order or personalised specifically for your order.

Because these items are created especially for you, they are non-returnable and non-refundable, unless the item arrives faulty or incorrect.

We strongly recommend checking sizing guides, colour options, and personalisation details carefully before placing your order.

Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives faulty, damaged, or incorrect, contact us within 7 days of delivery at hello@thehenplanner.com, including:

  • Your order number
  • Clear photos of the issue

We’ll assess the issue and arrange a replacement or refund where appropriate.

Exchanges

We do not offer direct exchanges.

If your item is eligible for return, the fastest way to receive a replacement is to:

  1. Request a return for the original item

  2. Place a new order once the return is approved

Refunds

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
  • 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.

Questions

If you have any questions about returns or refunds, please contact us at
hello@thehenplanner.com — we’re always happy to help.