Returns & Guarantees
Returning
Can I return my order?
If you are not 100% satisfied with your purchase, you can return the purchase to us 365 days after receipt. In this period you can return the order undamaged, as close to its original condition as possible, and, if possible, in the original packaging.
The product must be undamaged and contain no traces of use. If the product is damaged or used, we may charge full costs.
You should fold a hammock or hanging chair neatly and put it in the storage bag if present. You received the product neatly, we want it back neatly too. If we have to fold the hammock or hammock chair ourselves and/or put it in the storage bag, we will charge €10 / £10. If the product is dirty, we will charge 50% of the retail price.
Can I exchange my order?
Unfortunately it is not possible to settle the return with a new order. We always refund the amount.
Would you like to receive another product immediately? Than order and pay the new product directly on our webshop.
What are the return costs?
€0.00 return costs for orders above €25*
€6.95 return costs for orders under €25*
£0.00 return costs for orders above £30*
£6.95 return costs for orders under £30*
In the case of partial returns, we will charge you for the return costs if the total amount of the products held after the return is less than €25 / £30.
* The above mentioned return costs apply only if you follow our return procedure as stated under "How do I return my order?". The return label can be created free of charge, we will deduct the above mentioned costs from the amount to be refunded.
If you return a product on your own initiative to our return address, the direct costs of returning the product will be at your own expense.
Can I return my order at any time?
You have a reflection period of 365 days with us. After you report that you are cancelling your purchase, you still have 14 days to return the product. You are in time if you return the goods before the 14-day period has expired.
The reflection period expires 365 days after the day on which you or a third party designated by you (not the carrier) has physically acquired the product. The right to a refund expires after 365 days, after which the warranty period of one year comes into effect.
The product must be undamaged and contain no traces of use. If the product is damaged or used, we may charge full costs.
You should fold a hammock or hanging chair neatly and put it in the storage bag if present. You received the product neatly, we want it back neatly too. If we have to fold the hammock or hammock chair ourselves and/or put it in the storage bag, we will charge €10 / £10. If the product is dirty, we will charge 50% of the retail price.
How do I return my order?
You can request a return label via the link below:
EU countries: Request a EU return label.
United Kingdom: Request a UK return label.
Norway: Request a NO return label.
Switzerland: Request a CH return label.
Returning a shipment from Switzerland? Attach both the return label and customs documents (3x) to the outside of the package.
Make sure you pack it securely: you are legally responsible for the return shipment and its packaging. Therefore, use sturdy packaging and sufficient tape. If the product is not well packed, damage may occur. If we cannot sell the product as new, we may charge you.
Can parcel shops refuse my return?
Not all parcel shops accept large parcels. If you wish to return a large parcel with our return solution and it is refused by the parcel shop, you will have to find yourself another parcel shop.
Our experience is that this almost never happens, only sometimes with the return of our largest hammock stands.
You can always choose to return such a parcel on your own initiative. However, the direct costs for returning the parcel yourself will be at your own expense.
Can you collect the return from my home?
This is usually possible but we do charge a fee for this service. The minimum fee is €14, but this depends on the size of the packages. Request a pick-up.
How do I return an Amazon order?
Login to your Amazon account and register your return. We can not process your return if it is not registered via Amazon. You must follow the return policy at Amazon at all times. This may mean different terms and conditions or higher return costs.
How quickly will my return be processed?
When you return a product, it will be handled and processed within 5 business days. You will receive an e-mail from us when we have processed the return. The full purchase price, including any shipping costs for forwarding, will be refunded to your account number as soon as possible and no later than 14 calendar days after cancellation. If you only return part of your order, the costs for delivery will not be refunded.
We will pay you back with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, we will not charge any costs for such reimbursement. We may wait with reimbursement until we have received the goods back, or you have shown that you have returned the goods, whichever occurs first.
In order to exercise the right of withdrawal, you must inform us in writing, by post, fax or e-mail to revoke the agreement. For this purpose, you can use the EU Sample Form for Withdrawal (PDF), but are not obliged to do so. Using the links above is easier and faster. If you make use of the withdrawal process, you must send the product within 14 days to our return address.
Questions and Warranties
My order is incomplete, what should I do?
Check again if you have already unpacked everything. Small items can remain in the packaging.
Large products are shipped in two parts. It often happens that one package arrives earlier than the other. Therefore, check your e-mail if you have not received a track and trace from us twice.
Have you checked everything and are there still parts missing? Please contact customer service directly and also let us know if the box or shipping bag is damaged or opened.
Always add photos of how you received the order. This way we can help you faster and more efficiently.
Please note: you must check whether you have received everything within 5 working days of receipt. After that, we can no longer send products or parts free of charge. All separate parts and accessories can easily be ordered via our website.
My order is damaged, what should I do?
Take photos of the still unopened packaging and then of the damaged items immediately! Send the photos to our customer service and we will solve the problem for you.
We will always ask you for photos first in order to offer a better solution.
Please note that you need to check yourself that the product is in good condition within 5 working days of receipt. We cannot send any products or parts free of charge after that. All loose parts and accessories can be easily re-ordered via our website.
Where can I make a complaint?
Do you have a complaint about an article, our services, or about the delivery of)your order? There is a different procedure for reporting a complaint (or defect) than for returning items. We request that you inform us of the complaint as soon as possible. This can be done by telephone or by e-mail. See our customer service for our contact details and opening times.
We respond to your complaint within 14 days and will solve the problem as soon as possible in consultation with you. If you inform us of the complaint by e-mail, we ask you to mention your order number and telephone number (indicate when you can be reached if required) so that we can contact you. We have a maximum response time of 5 business days.
In the event that the submitted complaint can not be resolved satisfactorily, you can submit a complaint / dispute to the Dutch Thuiswinkel Disputes Committee at: www.sgc.nl. Or the EU Disputes Committee at ec.europa.eu/consumers/odr.
How long is the guarantee period?
We have a one-year warranty on all your purchases at The Hammock!
This additional guarantee applies without prejudice to the statutory rights that you have as a consumer. Legal guarantee means that a product is or must do what the consumer can reasonably expect.
Which certification marks are you affiliated with?
We cooperate with various organisations in order to guarantee the best quality of our service and products.
We are therefore affiliated with the following quality marks.
Only products marked as such on this website are FSC®, GOTS® or OEKO-TEX® certified.
What is your contact info?
If you want to get in touch with us, you can e-mail to info@thehammock.co.uk or call 020 380 770 80 (local rates).We are available for you on weekdays from 09:00 - 17:00.
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