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Dropship Returns Policy


Drop-Ship Returns Policy Addendum
Last update: July 2022

This Policy is applicable for Drop-ship ONLY

This policy, along with our full Terms & Conditions must be read, understood and followed to enable us to successfully process your returns claim.

Policy Summary
1. We accept returns when an item arrives damaged or when we’ve sent an incorrect item. This must be reported within 3 working days using our online form.
2. We accept returns when your customer changes their mind or makes use of Distance Selling Regulations. You have 14 days to claim your return using our online form, however charges will apply.
3. All return claims must be submitted through our Online Form and all further correspondence must include your Return Reference number within the subject line.

Consumer Law
The Consumer Rights Act 2015 is NOT applicable to us, Hill Interiors, due to the fact that we only work on a Business to Business basis. This law applies to consumers only, which you are held liable for as a Trade Account holder. For more details regarding this, please refer to our Terms and Conditions.

Return Terms
• These terms are also applicable to both Distance Selling and Defective Goods or Incorrect Items returns.
• All refunds will be processed as a credit to your account within 14 business days once the item has been received in our warehouse
• All returns must be in the original packaging
• Distance Selling Returns must be in the same condition as it was received
• We will only liaise with you our customer during this returns process and will under no circumstances deal directly with your customer.
• All returns must be submitted with complete evidence and information using the returns form on the website, within 3 working days of your delivery for defective goods or incorrect item returns, and 14 days for Distance Selling Returns. We do not consider evidence submitted outside the agreed deadlines.
• Returns submitted over emails are not entertained
• Incorrect and incomplete notified returns may not be processed
• The courier company will only collect the returned product from the registered shipping address (meaning, the original delivery address) and under no circumstances will the product be collected from another address. This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.
• If the product has been moved to another address, the return stands void.
• If a returned item requires redelivering this will incur additional handling and delivery charges
• Please refer to Clause 4.1 within our Terms & Conditions to understand the natural occurrences on our products to avoid getting your claim rejected
• Please refer to our Terms and Conditions for our full returns policy

Returns Process and Charge: Distance Selling
We appreciate that you are bound by the Distance Selling Regulations and therefore we do offer our dropship customers a no quibble return within 14 days of your order being delivered. A Restocking Fee will apply.
The restocking fee will be 50% off the original product price and both your original handling charge and delivery will not be refunded. Please be aware that should you wish for us to collect the item from your customer, an additional delivery charge will apply.

To Process a Customer Return:
1. Notify us no later than 14 days from the date the item was delivered
2. All returns must be submitted using the form on our website https://www.hill-interiors.com/returns/. You will require the following information to submit your claim:
a. Your Account Number, Company Name, your name and email address
b. Order Number/Our Reference
c. Product Code
d. Product Name
e. Reason for Return
(Most of these fields will prepopulate if you go into My Account > Order History > Order > Click return on the specific product you are returning)

We aim to process the request and come back to you within 2 working days. If required we will arrange a collection of the goods on an agreed date and process your refund less the Restocking Fee once we have received the item back to our warehouse.

Should your claim be successful you MUST include the Return Confirmation Note supplied by our representative with your return.

Returns Process and Charge: Defective Goods or Incorrect Item
Although we strive to deliver our products safely and securely, we are all aware that it can go wrong. When it does go wrong we want to make sure we keep your customers happy so please follow the below process:

1. Before submitting your return claim please do take note though of Clause 4.1 of our Terms and Conditions to avoid your claim getting rejected.
2. Notify us no later than 3 working days from the date the item was delivered
3. All returns must be submitted using the form on our website https://www.hill-interiors.com/returns/. You will require the following information to submit your claim:
a. Your Account Number, Company Name, your name and email address
b. Order Number/Our Reference
c. Product Code
d. Product Name
e. Reason for Return
f. A picture of the defect must be included with your submission
(Most of these fields will prepopulate if you go into My Account > Order History > Order > Click return on the specific product you are returning)

We aim to process the request and come back to you within 2 working days. If we accept your claim, we will arrange a collection of the goods on an agreed date we will offer one of the below options according to your claim:
• Issue a discount
• Replace the Goods
• Repair the Goods

Should your claim be successful you MUST include the Return Confirmation Note supplied by our representative with your return.

Please note we do reserve the right to:

• Change our decision based on our inspection of the goods once they have been returned to our warehouse.
• Charge full price, including the handling and delivery charge on all replacement items should the original item not be returned to us within a set period:
o Customer returning the item to our us: Your customer has a two-week window to return the item before this charge is applied from the point the claim is approved.
o We are collecting the item from your customer: We will attempt two collections before this charge is applied.

Non-deliveries
Should our delivery of your order to your customer not be successful or rejected:
• All further delivery attempts will incur additional charges which will include both the original delivery and the original handling charge for the order.
• Should the order be cancelled, and no further delivery attempts be required, you will incur a 10% restocking fee and we will be unable to refund you the original handling and delivery charge.
o We reserve the right to treat a non-delivery in the same manner as Returns Process and Charge: Distance Selling should upon inspection we believe that the order has been opened prior to rejecting the delivery.

Online Returns Form
• All returns must be submitted using the form on our website, which can be found at:
(a) https://www.hill-interiors.com/returns/, or
(b) My Account > Order History > Order >
• You will require the following information to submit your claim:
(a) Your Account Number, Company Name, your name and email address
(b) Order Number
(c) Product Code
(d) Product Name
(e) Reason for Return
(f) A picture of the defect must be included with your submission
• You can submit multiple product returns on a single request
• Once you have submitted your Return Request you will receive confirmation of Reference Number. Please ensure you quote this reference number on all correspondence.