Return Policy

Last updated: September 2026

At Brian Hillier, customer satisfaction is important to us. If you are not fully satisfied with your purchase, you may request a return in accordance with the terms outlined in this policy.

By placing an order on brianhillier.com, you agree to the conditions described below.

1. Return Period

Customers may request a return within 30 days of receiving their order. Requests made after the 30-day period may not be eligible for a refund or exchange. To qualify for a return, the conditions outlined in this policy must be met.

This is in addition to your statutory 14 day right to cancel under the Consumer Contracts Regulations 2013, which is unaffected.

2. Conditions for Returns

To be eligible for a return, items must be unused, unwashed, in their original packaging, include all original tags, and include proof of purchase. Items that do not meet these conditions may be refused.

3. Return Address – Important

Please note that our fulfilment warehouse is located outside the United Kingdom. Returns must be sent to this warehouse. The exact return address and return instructions will be provided after you contact our customer support team.

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. International return shipping costs may vary depending on the carrier used, and you may be responsible for any customs or export charges that apply. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

If you exercise your statutory 14 day right to cancel under the Consumer Contracts Regulations 2013, you are responsible for the cost of returning the goods to us.

4. Alternative Return Options

To help customers avoid high international return shipping costs, we may offer alternative solutions where appropriate, including a partial refund without requiring a return, a free exchange for another size or colour, or store credit for a future purchase. Please contact our support team if you would like to explore one of these options.

5. How to Request a Return

To initiate a return, please contact us at info@brianhillier.com. Please include your order number, the item(s) you wish to return, your preferred solution (return, exchange, store credit, or partial refund), and the reason for the return (optional). Please wait for confirmation from our support team before sending any items. Returns sent without prior authorisation may not be accepted.

6. Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided the order has not yet entered processing. Once order processing has begun, cancellation may no longer be possible.

This does not affect your statutory right to cancel within 14 days of receiving your order.

7. Damaged or Incorrect Items

Please inspect your order upon delivery. If you receive an item that is damaged, defective, or incorrect, please contact our support team as soon as possible and include clear photos of the issue. If the issue is confirmed, Brian Hillier will cover the return or replacement costs.

8. Non-Returnable Items

Certain products cannot be returned, including personalised or custom-made items, hygiene-sensitive items such as underwear, gift cards, and final sale or clearance items. If you are unsure whether your item is eligible for return, please contact us before sending it back.

9. Exchanges

Customers may request an exchange for a different size or colour, depending on product availability. Please contact our support team to arrange an exchange.

10. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method within up to 10 business days. Original shipping costs and return shipping costs are non-refundable, unless the return is due to a product defect or an error on our part. If you have not received your refund after 15 business days, please contact us.

Where you exercise your statutory right to cancel, we will refund you within 14 days of receiving the returned goods.

11. Contact Information

For questions regarding returns or refunds, please contact us at info@brianhillier.com. Our customer support team typically responds within 1 to 2 business days.

Shop Name: Brian Hillier

Company Name: YA Commerce LLC

Email: info@brianhillier.com

Phone: +44 7882 732963

Business Address: 30 N Gould St Ste R Sheridan, WY 82801 United States

Contact form: https://brianhillier.com/pages/contact