Refund and Return Policy
This policy explains how returns and refunds work at Huydrawingcars. It applies alongside our Shipping Policy and Terms of Service. If your situation is not covered below, email us — we would rather sort it out with you than hide behind a clause.
Our Promise
Every piece leaves our studio hand-inspected and packed to survive the journey. If something is not right when it arrives, we want to hear about it — and we will put it right. This policy explains when you can return a piece, how to start the process, and how refunds are issued.
Return Window
You may request a return within 14 days of delivery. Contact us within that window and we will confirm the next steps; once approved, the piece should be sent back to us within 14 days of our approval.
Condition of Returned Pieces
To be accepted, a returned piece must be:
- In its original, unused condition, with no scratches, marks or signs of display wear.
- In its original protective packaging and inner fittings, with any documentation or certificates included.
- Accompanied by proof of purchase — your order number is enough.
Optical acrylic marks easily. Please handle a piece you may want to return with the same care as when it arrived, and repack it in the fittings it came in.
Pieces We Cannot Accept
Some items cannot be returned unless they arrive damaged or differ materially from what was agreed:
- Bespoke and commissioned work — made to your brief and to your reference material, so it cannot be resold.
- Personalised pieces — anything engraved, named, dated or otherwise customised for you.
- Gift cards.
- Pieces returned outside the window, or returned damaged, incomplete or without their packaging.
How to Start a Return
Please do not send anything back before contacting us — unannounced returns cannot be tracked to your order and may be refused. To start:
- Email [email protected] with your order number and the reason for the return.
- Include photographs if the piece arrived damaged or is not what you expected.
- We will reply with return authorisation and the correct return address.
- Pack the piece in its original fittings and send it with a tracked service.
Who Pays Return Shipping
If the piece is damaged, faulty, or not what you ordered, we cover return shipping and there is nothing for you to pay. If you are returning a piece because you changed your mind, the return shipping is yours to arrange and pay for, and the original shipping charge is not refunded.
Please use a tracked, insured service. Until a returned piece reaches us it remains your responsibility, and we cannot refund a return that is lost on its way back.
Damaged, Faulty or Lost in Transit
If your piece arrives damaged, tell us within 7 days of delivery and send photographs of both the piece and the outer packaging — carriers require the packaging as evidence, so please keep it. We will arrange a replacement or a full refund, whichever you prefer, and we will handle the carrier claim ourselves.
If a shipment is significantly delayed or appears lost, contact us and we will investigate with the carrier and make it right.
Refunds
Once your return arrives we will inspect it and email you the outcome, usually within 3 business days. Approved refunds are issued to the original payment method for the price of the piece, and normally appear within 5–10 business days depending on your bank or card issuer.
If a return does not meet the conditions above, we will contact you before making a decision and can return the piece to you at your cost rather than simply refusing the refund.
Exchanges
The quickest way to exchange a piece is to return the original for a refund and place a new order, so your replacement is not held up waiting for the return to arrive. If the piece you want is a limited run, tell us and we will do our best to hold one for you.
Cancelling an Order
Because work begins quickly, cancellation depends on timing. If production has not started, we can cancel and refund in full. Once a standard piece is in production we may deduct reasonable costs already incurred, and once a bespoke commission has begun it can no longer be cancelled. Email us as soon as possible and we will tell you exactly where your order stands.
Your Statutory Rights
Nothing in this policy affects any rights you have under the consumer law that applies where you live. If your local law gives you a longer return window or stronger protection than this policy, that law takes precedence.
Questions?
For anything to do with a return or refund, email [email protected] with your order number and we will take it from there.