Returns, Refunds & Exchanges

At The Dutch Hospital, we operate with complete transparency and integrity. Our returns and refunds policy is fully compliant with the UK Consumer Contracts Regulations (2013). This ensures that your statutory rights are protected, allowing you to shop our curated collections of bespoke gifts and unique homeware with absolute peace of mind.

If your purchase isn't quite what you expected, please contact us at info@thedutchhospital.com to begin your return.

1. Eligibility & Return Timelines

To be eligible for a refund or exchange, items must be returned to us unused, unopened, and in their original, pristine packaging. To ensure a seamless process, please adhere to our return schedule:

  • The 14-Day Notification: You must initiate your return request within 14 days of the original delivery date.

  • The 28-Day Arrival: All returned items must be received at our facility within 28 days of the original delivery date to be eligible for processing.

  • Late Returns: Items received after this 28-day window are no longer eligible for a refund or exchange and may be returned to the sender at their expense.

  • Online vs. Store: Online orders cannot be returned at our retail locations. However, full-price web orders may be exchanged in-store for the same item within 28 days of purchase (valid proof of purchase required).

2. Non-Returnable & Final Sale Items

In accordance with UK law, the following items are excluded from our standard return policy:

  • Bespoke Pieces: Personalised and made-to-order items (e.g., wooden letters/blocks, custom prints, fabric products, and commissions).

  • Digital & Value: Gift cards and downloadable products.

  • Sale Items: Only regular-priced items are eligible for a refund.

  • Unclaimed Deliveries: Items returned due to non-collection, unpaid customs taxes, or incorrect addresses provided at checkout.

  • Condition: Any item showing signs of use, accidental damage (e.g., damage during installation), or missing parts not due to our error.

3. Damages & Exchanges

We offer replacements exclusively for items that arrive damaged or defective, subject to product availability and an assessment of the reported damage.

  • Resolution: While we prioritise sending a replacement, if a unique or limited-edition item is no longer in stock or a replacement is impractical, we reserve the right to process a full refund instead. For multi-part items, we may opt to replace only the specific defective component.

  • Process: Please email info@thedutchhospital.com with photo evidence within 3 days of receipt.

  • Note: Exchanges are currently unavailable for international orders.

4. Return Shipping & Costs

  • Customer Responsibility: Except in cases of our error (defective or incorrect items), the buyer is responsible for return shipping costs.

  • High-Value Returns: For items over £50, we strictly recommend using a trackable shipping service or purchasing shipping insurance.

  • Original Shipping: Once your return is inspected and approved, the original shipping cost will be deducted from your total refund amount, as this represents a service already fulfilled by our couriers. 

  • If an item is damaged, defective, or incorrect, the customer is entitled to a full refund, including all shipping costs.

5. Refund Processing

Once your return is received and inspected, we aim to process your refund within one week.

  • Timeline: Please allow 3–5 business days for our team to process the return, followed by 5–10 business days for your bank to reflect the credit.

  • Gifts: If the item was a gift, you will receive a Gift Credit or Store Credit once the return is processed.

How to Initiate Your Return

  1. Log In: Access your account on our website. You can always contact us via email or via our online contact form.

  2. Select Order: Go to “Complete Orders” under My Account.

  3. Request Return: Click Return Item(s) and follow the prompts.

  4. Ship: Follow the instructions provided via email. We will notify you the moment your refund is processed.