Return, Refund, and Exchange

Return and Refund Policy

If you are not satisfied with your purchase for any reason, please contact us at info@thedutchhospital.com. We will provide instructions on where to ship returns and the refund amount.

Eligibility for Returns

We accept returns of unused and unopened, or defective items within 14 days of delivery. Items returned after 14 days are not eligible for refund or exchange.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Personalised and custom-made-to-order items (e.g., wooden letters, personalised prints, wooden blocks, custom commissions)
  • Fabric or other made-to-order products
  • Gift cards and downloadable products
  • Items returned as unclaimed (e.g., not collected, unpaid taxes, or incorrect address provided at checkout)
  • Items showing obvious signs of use, damage, or missing parts not due to our error
  • Sale items (only regular-priced items are eligible for a refund)

Partial refunds may apply in certain situations.

Online orders cannot be returned in TDH retail stores. However, full-price web orders may be exchanged in-store for the same item within 30 days with proof of purchase.

Exchanges

We only replace items if they are damaged or defective. To exchange for the same item, email info@thedutchhospital.com. 
Note: Exchanges are not available for international orders.

Gift Orders

  • If the item was purchased and shipped as a gift, you will receive a gift credit once the return is received.
  • If the item was purchased as a gift but shipped to the giver, you will receive store credit once the return is received.

Return Shipping Costs

  • Customers are responsible for return shipping costs, which are non-refundable.
  • We cover return shipping costs if the return is due to our error (e.g., incorrect or defective item).
  • If your refund is approved, the original shipping cost will be refunded.
  • For returns over £50, we recommend using a trackable shipping service or purchasing shipping insurance.

Refunds are issued in the same currency and at the original exchange rate.

Refund Processing Time

Refunds are typically processed within 1 week of receiving the return, which includes:

  • Return processing time (3–5 business days)
  • Bank processing time (5–10 business days)

You will be notified via email once your refund has been processed.

How to Return an Item (If You Have an Account with Us)

  1. Log in to your account.
  2. Go to “Complete Orders” under My Account.
  3. Click Return Item(s) and follow the instructions.
  4. Ship the item according to the instructions provided.
  5. Once we receive and process your return, you will be notified via email.