Returns & Exchanges

If you order the wrong item or change your mind about a product you have ordered, we will do our best to help you.


Items that have not been despatched by our supplier can usually be cancelled for a full refund.  Note that you cannot cancel items that are made to order.


Items that have been despatched by our supplier are considered to be returns.  This means goods that we have either delivered to you or are in our stock and awaiting delivery to you.  We will usually accept returns where we are able to return the goods ourselves to the supplier or manufacturer – provided they are being exchanged for goods of equal or greater value.  The terms of different suppliers vary, so please check with Hugo Oliver.  Most suppliers impose a restocking charge of around 25%, and we will pass this on to you.  Please note that suppliers will only accept returns that are in perfect condition, not installed and unopened.  We are therefore only able to accept returns that adhere to these requirements.  It is your responsibility to return the goods to us.