Refund policy

Returns & Refunds Policy

We want you to feel confident when ordering from The Hen Planner™. Please review our returns and refunds policy below, as return eligibility depends on the type of product purchased and the delivery location.

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

We accept returns on eligible 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:

• 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-to-Order, Personalised & Custom Items

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.

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, please contact us within 7 days of delivery at hello@thehenplanner.com and include:

• Your order number
• Clear photos of the issue

We’ll assess the issue and arrange a replacement, refund, or other suitable resolution 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:

• Request a return for the original item
• 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.