Refund policy

This policy applies to purchases made from Filmhawk Shop and is provided by FILMHAWK LIMITED. It explains our voluntary return process and preserves all rights available to consumers under UK law.

Return window

You may request a return or exchange within 14 business days after the date your order is delivered. A business day is Monday to Friday, excluding UK public holidays. You do not need to provide a reason when exercising your statutory cancellation right, although a short explanation may help us process the return.

UK distance-selling law also gives eligible consumers a statutory right to cancel within 14 calendar days after delivery and a further period to send the goods back. Nothing in this policy limits that right or any remedy available for faulty, damaged, unsafe, misdescribed or unfit goods.

How to request a return

Email support@filmhawkshop.com with your order number, the item you wish to return and whether you prefer a refund or exchange. If the item is damaged, incorrect or faulty, include a brief description and photographs where reasonably possible. Photographs help us investigate but do not remove your legal rights.

Please wait for return instructions before sending the item. We will provide a return authorisation and, where applicable, a prepaid return label or arrange collection. Returns must be sent to the registered company address shown below unless our support team gives a different written instruction for operational reasons.

Return address: Unit B, 28 Woodville Street, Glasgow, Scotland, G51 2RZ, United Kingdom

Return costs

We pay the reasonable costs of all approved returns and exchanges, including change-of-mind returns within the stated return window. Do not purchase premium or expedited return services without written approval, because we may only reimburse the reasonable standard return cost.

Condition of returned goods

Please return goods with all supplied parts, accessories and packaging where reasonably possible. You may inspect goods in the same way you would in a physical shop. We may reduce a refund only where permitted by law if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value. This does not apply where an item is faulty or was delivered incorrectly.

Items that may not be eligible for change-of-mind returns

· Goods made to your specifications or clearly personalised.

· Sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

· Digital content once supply has begun with your prior express consent and acknowledgement that the cancellation right will be lost.

· Items that have become inseparably mixed with other goods after delivery.

These exclusions do not remove your rights where goods are faulty, damaged, unsafe, misdescribed or otherwise fail to meet legal requirements.

Damaged incorrect or faulty items

Contact us as soon as reasonably possible if an item arrives damaged, is not what you ordered or develops a fault. Depending on the circumstances and your statutory rights, we will offer an appropriate repair, replacement, price reduction or refund. Consumers may have a short-term right to reject faulty goods within 30 days under the Consumer Rights Act 2015.

Exchanges

Exchanges are subject to stock availability. If a replacement is unavailable, we will offer a refund. We cover approved exchange shipping costs. A replacement item may have a new delivery estimate, which we will confirm by email.

Refunds

Once we receive and inspect the returned goods, we will issue an approved refund to the original payment method within 3 business days. Your bank or payment provider may require additional time to display the refund. We will email you when the refund has been submitted.

For a valid cancellation, the refund includes the price paid and any standard outbound delivery charge paid by you. Our standard delivery is currently free. Additional costs for an upgraded delivery service are refundable only to the extent required by law. We may withhold a refund until we receive the goods or evidence that you sent them back, whichever occurs first, where the law permits.

Order cancellation before dispatch

Contact support@filmhawkshop.com promptly if you wish to cancel an order before dispatch. We will try to stop the shipment, but cancellation cannot be guaranteed once fulfilment has begun. If the order has already shipped, use the return process after delivery.