Refund and Return Policy

UK Returns & Refunds Policy 

Returns & Exchanges (UK Orders)

Please contact us if you have any problems with your order.

We hope you love your ALT Hackney piece, but if something isn’t quite right, you can return it within 14 days of receiving your order, in line with UK consumer regulations.

To be eligible for a return, items must be:

  • Unused and in original condition
  • Returned in original packaging
  • In a resaleable condition

Exceptions:

Only regularly priced items are eligible for a refund. Sale items are non-refundable. Personalised items cannot be returned unless they are faulty.

Return Costs (UK)

Unless your item is faulty or incorrect, return postage is the responsibility of the customer.

We recommend using a tracked service, as we cannot be responsible for lost returns.

Faulty items:

If your item is faulty or not as described, you have additional rights — please contact us and we'll arrange a refund, repair, or replacement. If you need to exchange it, please send us an email first at info@althackney.com.

Handmade Variation (UK)

As all ALT Hackney pieces are handmade in Jesmonite, slight variations in colour, texture, and finish are natural and part of the character of each item. These are not considered faults.

Refunds (UK)

Refunds are issued to your original payment method once returned items are received and inspected.

International Returns & Refunds Policy (Outside UK)

Returns & Refunds

We accept returns from international customers within 14 days of delivery, provided items are unused, undamaged, and in their original packaging.

To request a return, please contact us before sending your item back.

Once your return is approved, the item must be sent back to us at your own cost. Return shipping costs are the responsibility of the customer. After we receive and inspect the item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item.

Please note that original shipping costs and any customs or import charges are non-refundable.

Exceptions: Sale items and personalised items are non-returnable unless faulty.
Contact: info@althackney.com 

Exchanges

If you would like to exchange an item, please contact us first.

To proceed with an exchange:

  1. The original item must be returned first
  2. The customer is responsible for all return shipping costs
  3. Once the item has been received and approved, we will confirm the exchange

The replacement item will then be shipped once the following is covered by the customer:

  • The cost of shipping the new exchanged item

We are unable to dispatch replacement items until the return has been received and the additional shipping cost for the exchange has been paid.

WORKSHOP REFUND & CANCELLATION POLICY

Tickets for ALT Hackney workshops are non‑refundable if you cancel or no‑show for any reason.
If there is space in another session, you may change your booking to a different date, provided the request is made up to 14 days before the original event. Changes are subject to availability.
If ALT Hackney cancels or materially changes the workshop (such as date, time, or main content), you will be offered a full refund or the option to transfer to another suitable session.
In the event of a fire, serious illness, or other exceptional circumstances, please contact us before the workshop to discuss possible alternatives on a case‑by‑case basis.


By purchasing a ticket, you agree to these terms.

NEED HELP?
Email us at info@althackney.com for all refund and returns questions.