Refunds & Returns Information
To Use Our Royal Mail Tracked Returns Service:
1) Go to http://www.royalmail.com/track-my-return/pick-a-retailer/ and follow the instructions on screen to download and print a returns label to return your parcel to Millbry Hill.
2) Securely package your item and attach the label to your parcel, ensuring any other delivery labels are removed from the packaging. Do not attach the label directly to your purchased product.
3) Take your parcel to your local post office and retain your proof of postage.
4) You can track your parcel at www.royalmail.com/trackdetails.
Please note, this service is only available to UK customers and costs £4.99 per parcel. To use this service you must have access to a printer to print your returns label and your parcel must be taken to a Post Office - it cannot be posted in a postbox. Alternatively, if you do not have a printer, follow the on-screen instructions to create a label and we will also email you a QR code to use at Royal Mail's Labels to Go Service (click here for more information ›). This service is also priced at £4.99.
*Please ensure you keep your proof of postage and tracking details safe, as in the event of a parcel being lost or damaged in the post we are unable to offer a refund without these details.
Parcels sent by this service must weigh less than 20kg and be no bigger than 61cm x 46cm x 46cm. If your item is larger than this, we can arrange a courier collection, at a cost of £15.95 per parcel (up to 15kg). We are not able to offer free returns on courier collections.
Alternatively if you prefer to use another courier or delivery service, you can send items back to us to:
Millbry Hill Returns Department, Broken Brea Farm, Richmond, North Yorkshire, DL10 7EY
Please Note: When using your own courier, the cost of returning the item to us is your responsibility, and any free returns offers do not apply.
Please Note: Where an item is sold as part of a bundle deal, promotion or sold with a free product etc, the full bundle (including any free items) must be returned to obtain a full refund. However if you choose to keep part of a promotional deal or bundle, we will charge the normal full RRP for any items you wish to keep, which will be deducted from the total refund amount.
Return to Store
You can return your item(s) to any one of our stores, where it will be sent to our Returns Department for you free of charge. Please ensure you enclose a copy of your order invoice and/or completed returns form with your items.
Please note, the refund will be processed by our online team and will be issued to the payment method used to place the order, typically within working 7 days. You will receive an email confirmation when your refund has been processed.
International Returns
Provided you post your item back in perfect condition within 14 days, you are entitled to a refund for the full amount paid for the product. You may post your return on an economy service as your return does not have to reach us within this time, however your product(s) must be dispatched back within 14 days of receipt. Please ensure that you keep any tracking numbers and proof of postage for future reference. The cost of returning the item to us is your responsibility, and free returns offers do not apply.
IMPORTANT:- All returns must be clearly marked as "Returned Goods" on the outer packaging - failure to do this, will result in import duties being charged which will deducted from the amount reimbursed at the customer's expense.
Acceptable Return Condition
You can of course inspect or try an item on like you would in a shop, but please don’t actually use or wear it. If an item is returned to us dirty, damaged, worn or in an unsuitable condition, we won’t be able to give you a refund (and if we have to send it back to you, you will to cover the delivery costs). All items are inspected on return.
All returned items should be sent in their original condition and packaging where possible, including tags, bags and boxes (e.g. boots should be returned with the original shoe box). Where an item is sold as part of a bundle deal, or sold with a free product etc, the full bundle (including any free items) must be returned. If part of a promotional deal is not returned, we will be unable to issue a full refund and the normal full RRP for any items you keep will be deducted from the total refund amount.
Restricted Returns
We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us we will dispose of it for you as it cannot be resold. In addition, we cannot accept returns on made-to-order or customised items, opened food or perishable goods, underwear, swimwear, pierced earrings, videos, DVDs, CDs and computer software or games. This does not affect your statutory rights where the goods are faulty or not as described.
In addition, due to Health and Safety regulations and the potential hygiene issues, we are unable to accept or inspect any items returned to us unless they are clean and dry.
Faulty or Damaged Items
Where an item is received as faulty, damaged or incorrect we will provide a postage paid returns label to return item(s) to us where required, or if preferred you can return to any of our stores. Damages should be reported to us within 24 hours of receipt of goods. We are unable to refund postage costs where an alternative delivery method is used by the customer, unless this has been agreed in writing in advance.