Exchanges and Returns Policy
Please note: This returns and exchanges policy only relates to internet purchases and does not apply to purchases made in store.
Christmas Extended Returns Policy: Any items ordered on or after the 25th of October 2019 were eligible to be returned for an exchange or full refund until the 10th of January 2020.
We hope you love your purchase from T. H. Baker. However, if you are unhappy with your purchase, or it does not meet your requirements, you can return it to us. Items must be returned in their original condition and packaging, within 30 days of the date you purchased your item. We can offer an exchange or full refund for the price you paid.
Please note if you personalise or resize a product by a third party your warranty will be invalidated and you will not be able to claim a full refund should you wish to return the item.
This refunds policy does not affect your statutory rights.
How to return or exchange an item?
Please return items by Royal Mail to T. H. Baker’s Head Office at the following address:
T. H. Baker,
West Midlands Merchants,
To enable us to process your return more efficiently, please fill out a return form to explain whether you want an exchange or refund, and remember to include your order number on the form along with relevant contact details and the reason for returning.
We recommend that you return items via an insured and traceable method, such as Royal Mail Recorded or Special Delivery. Please remember to get a proof of postage receipt. Please note that we cannot be held liable for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery you can check if we have received your parcel using the Royal Mail website track and trace.
When we receive a product returned to us for refund and are satisfied with its condition and the reason for return, we will process your refund for the full amount that was paid for the item using the same form of payment and account originally used for the purchase.
Please note, if you return an exchanged item for a refund then we reserve the right to charge an administration fee of £10 to cover our extra postage costs.
Return Policy FAQs
Is it essential to fill out a returns form?
We strongly recommend that you fill out a return form. Please note if an item is returned without a return form then we may contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a £10.00 administration fee.
Which service should I use to return an item?
We recommend that you return items via an insured and traceable method, such as Royal Mail Recorded or Special Delivery. Please remember to get a proof of postage receipt. Please note that we cannot be held liable for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery you can check if we have received your parcel using the Royal Mail website's track and trace.
How long will it take for my refund to be processed?
Please allow up to 5 working days after receipt for all refunds and exchanges to be processed. If you have not received your refund within 7 working days of us receiving your product, please contact us on 01562 312 224 for assistance.
How long after my purchase can I return an item?
Please make sure you return your item(s) within 30 days of your purchase.
If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to the item being in pristine condition. Items must be returned with all booklets, guarantees and product tags etc.
What if my product is received damaged or faulty?
In the unlikely event that you receive a product that is damaged or incorrect then please contact the customer care team on 01562 312 224. You can return an item to us for an exchange or a full refund within 30 days of your order date.
What if my product has a fault outside the 30 day returns policy?
If your product develops a fault outside the 30 day returns policy then please return the item to us at T H Baker, Brintons House, Exchange Street, Kidderminster, DY10 1BT. Your item will be assessed and then repair or replacement will be arranged. If the item is assessed as accidental damage or wear and tear, we will forward to the manufacturer for the item to be repaired; in this instance, the Customer Care team will contact you as soon as we have an estimate for charges for you to approve and pay or to have the item returned undone. Please note we cannot make any concrete promises to exchange or refund an item until we have seen and assessed the item.
Can I return earrings?
Due to hygiene reasons we cannot accept the return of earrings for pierced ears unless they are faulty.
What if I want to return an item purchased through a cashback site?
Items purchased via cashback websites may be returned within the same 30 day period, but cashback will not be paid on these orders.
Can I get a refund on personalised or engraved jewellery
Unless faulty, we cannot accept the return of jewellery that has been worn, personalised or adjusted - this includes jewellery that has been personalised using T. H. Baker's engraving service. We can offer a 50% refund on engraved jewellery pieces in some circumstances. Please note that you, the customer, are responsible for providing an accurate and correctly spelled message for us to engrave.
What if I received a free gift with my purchase?
If you want to return an item that came with a free gift, you must return your free gift with that item.
Exchange Policy FAQs
We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined in our Returns Policy above.
How to exchange an item
Follow the same procedure outlined in our returns policy. Please fill out the return form and tell us which item you would like to exchange it for along with relevant contact details, should we need to contact you.
What happens if there is a difference in price?
If there is any extra charge to pay, we will contact you so that payment can be made over the phone.
If there is a partial refund due then this will be credited back onto the card you used for the original transaction.
Is there an administration fee?
If you are exchanging for an item of lower value then we reserve the right to add a £10 administration fee to the price of the replacement item. If this is the case, we shall contact you to inform you of this.
Can’t find what you’re looking for?
Speak to our friendly customer service team:
Tel: +44 (0)1562 312 224