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Refund Policy

Last updated: March 26, 2026

1. Return Period

We operate a 30-day return policy. Customers have 30 days from the date of receiving an item to request a formal return. Requests made after this period will not be eligible for consideration.

2. Eligibility and Condition

To be eligible for a return, the item must be in the same condition as received. This requires the product to be unopened, in its original packaging, and in a resalable condition.

Due to the nature of our curated food and beverage products, we strictly cannot accept returns for any items where the original seal or packaging has been broken or tampered with. This is a requirement for health, hygiene, and safety.

3. Return Procedure

To initiate a return, customers must use the Order History page on our official website. Please note:

  • Items sent back to Hidden East without a prior approved return request will not be accepted or refunded.
  • All authorised returns should be sent to the following address: 42 Marlborough Drive, Ilford, Essex, IG5 0JW

4. Return Shipping Fees

  • Hidden East Responsibility: If the return is due to an error on our part such as a damaged, defective, or incorrect item, Hidden East will cover the return shipping costs in full.
  • Customer Responsibility: For all other returns including change of mind or preference, the cost of the return shipping label is the responsibility of the customer.
  • Refund Calculation: If a return is made for an order that qualified for a promotional discount, the refund will be based on the actual price paid at the time of purchase.

5. Shipping Instructions for Returns

Once a return shipping label is issued, please follow these formal requirements:

  • Packaging: Place items in a secure box using original packaging materials.
  • Labelling: Secure the provided label to the package and ensure all previous shipping labels are removed or fully covered.
  • Fragile Goods: For glass or bottled items, lids must be sealed with tape and bottles must be wrapped in bubble wrap. The parcel must be clearly marked as FRAGILE.
  • Carrier: Hand the package to the designated local carrier. Use the provided tracking number to monitor the progress of the return.

Failure to follow these packaging instructions may result in transit damage which may void refund eligibility.

6. Damages and Issues

Customers must inspect their order upon arrival. Please contact support@hiddeneast.co.uk immediately if an item is defective, damaged, or incorrect. Reports should be made within 48 hours of delivery and must include photographic evidence.

7. Non-returnable Items and Exceptions

Certain items are exempt from being returned:

  • Perishable Goods: Including fresh food or items with a limited shelf life.
  • Custom Products: Including special orders or personalised items.
  • Promotional Items: Sale items and gift cards are generally non-returnable unless faulty.
  • Gifts with Purchase: If a return is made for a product that included a Gift with Purchase (GWP), the complimentary gift must also be returned in its original, undamaged condition. If the gift is not returned, the retail value of the gift will be deducted from the final refund.

8. Exchanges

The most efficient way to ensure a replacement is to return the unwanted item. Once the return is accepted and processed, a separate purchase should be made for the new item.

9. Refunds

Upon receipt and inspection of the returned items, we will notify you of the approval or rejection of your refund. Approved refunds will be processed automatically to the original payment method within 10 business days.