Returns & Refunds Policy

At The Hop Shop, we want you to be completely satisfied with your purchase. This policy explains your rights and our procedures for returns and refunds.

IMPORTANT: Our returns policy applies to UK customers only. International orders are not eligible for returns or refunds except for faulty or incorrect items.

1. UK Customers - Your Statutory Rights

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

This does not affect your statutory rights under the Consumer Rights Act 2015 if goods are faulty or not as described.

2. UK Customers - 14-Day Cooling Off Period

How to cancel:

  • Contact us within 14 days of receiving your order
  • Email sales@hopshopuk.com or call 01752 660382
  • Provide your order number and reason for return (optional but helpful)

Returning items:

  • You have 14 days from the date you notify us to return the goods
  • Items must be unused, in original packaging, and in resaleable condition
  • You are responsible for the cost of return postage unless the item is faulty
  • We recommend using tracked delivery for your protection

3. UK Customers - Refunds

  • We will refund you within 14 days of receiving the returned goods
  • Refunds will be made to your original payment method
  • We will refund the price of the goods and standard delivery charge (if you paid for delivery)
  • You are responsible for return postage costs unless the item is faulty or we sent the wrong item

4. Exceptions - All Customers

The following items cannot be returned under the 14-day cooling off period for hygiene and safety reasons:

  • Perishable goods (fresh yeast, liquid cultures)
  • Sealed goods that have been opened (for hygiene reasons)
  • Made-to-order or personalized items
  • Items marked as non-returnable at time of purchase

These exceptions do not affect your rights if goods are faulty or not as described.

5. International Orders (EU and Worldwide)

No Returns or Refunds:

  • International orders are not eligible for returns or refunds except for faulty or incorrect items
  • The 14-day cooling off period does not apply to international orders
  • Please ensure you are certain of your order before purchasing

Glass Items Shipped Internationally:

  • No refunds or replacements will be provided for glass items (demijohns, bottles, carboys, etc.) shipped outside the UK
  • Glass is fragile and may break during international transit despite careful packaging
  • We cannot be held responsible for damage during international shipping of glass items
  • By ordering glass items for international delivery, you accept this risk

Exception - Faulty or Incorrect Items:

  • If you receive a faulty or incorrect item, contact us immediately
  • We will assess each case individually and may offer a refund or replacement
  • Photographic evidence of faults or incorrect items will be required

6. Faulty or Incorrect Items - All Customers

If you receive a faulty or incorrect item:

  • Contact us immediately at sales@hopshopuk.com or 01752 660382
  • Provide your order number and photos of the issue
  • For UK customers: We will arrange collection or provide a prepaid returns label
  • For international customers: We will assess and advise on the best course of action
  • We will offer a full refund, replacement, or repair (your choice, subject to availability)

7. Damaged in Transit - UK Customers

  • Inspect your order upon delivery
  • Report any damage within 48 hours to sales@hopshopuk.com with photos
  • We will arrange a replacement or refund at no cost to you

8. In-Store Purchases

For items purchased in our Plymouth shop:

  • Bring your receipt and the item in original packaging
  • We offer exchanges or refunds within 14 days for unused items
  • Faulty items can be returned at any reasonable time

9. How to Return Items (UK Customers Only)

Step 1: Contact us at sales@hopshopuk.com or 01752 660382
Step 2: Pack items securely in original packaging
Step 3: Send to:

The Hop Shop
22 Dale Road, Mutley
Plymouth, Devon
PL4 6PE, UK

Step 4: Include your order number and contact details
Step 5: We'll process your refund within 14 days of receipt

10. Contact Us

If you have questions about returns or refunds:

Email: sales@hopshopuk.com
Phone: 01752 660382
Shop hours: Tue 09:30-17:00, Wed-Fri 09:30-16:30, Sat 09:30-15:30
Closed Monday, Sunday & Bank Holidays