Simply Hammocks — Returns, Refunds & Exchanges Policy

At Simply Hammocks, we want you to be 100% happy with your purchase.

We're hammock experts, and we love helping our customers find the right hammock, hanging chair or stand. If something isn't quite right, our Customer Services team is here to help.

1. Our 14-Day Returns Policy

Changed your mind? No problem.

For most products purchased online, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

Once you've told us you wish to cancel, you have a further 14 days to return the goods.

If your order arrives in separate deliveries, the cancellation period generally runs from receipt of the final item.

You can cancel your entire order or return individual items.

To cancel, simply let us know by email, telephone or another clear statement. You can also use the cancellation form at the end of this policy, although this isn't compulsory.

Contact us:

Telephone: 01748 471 299
Email: hello@simplyhammocks.co.uk

Our standard statutory cancellation arrangements apply to eligible purchases. Certain products may be exempt from change-of-mind cancellation under consumer law.

Your rights relating to faulty, damaged or incorrectly supplied goods are separate and are not limited to 14 days.

2. How to Return Your Item

To start, you can select Return items on your Shopify order page using the link in your order confirmation email. You can also contact us directly or notify us of a statutory cancellation by another clear statement.

If the return concerns a fault, damage or an incorrect item, please submit your request and wait for our instructions before arranging any return shipping. For change-of-mind returns, the options below are available.

You have two options for returning unwanted items:

Option A — Arrange your own return

You're welcome to organise your own courier and pay the return postage.

Please send your securely packaged goods to:

Yolo Inc / Simply Hammocks
7A Mercury Road
Gallowfields Trading Estate
Richmond
DL10 4TQ
United Kingdom

Please include your name and order number so we can identify your return.

We recommend using a tracked and insured courier service.

Option B — Let us arrange collection

We can arrange a courier collection for you. Our collection charges are shown below.

For unwanted items, the customer is generally responsible for the direct return transport costs, provided this was properly disclosed before purchase.

Where you choose our collection service and agree to the charge, we normally deduct that charge from your refund, where legally permitted.

3. Our Collection Charges

Product	Collection charge
Single or double hammocks and accessories	£12
Family non-spreader hammocks	£12
Family spreader-bar hammocks	£22
Metal hammock stands — Luna, Sumo Rockstone, Sumo Grande	£22
Wooden hammock stands — Kronos, Apollo, Olymp	£22
Globo Royal, Single and Siena chairs	£22
Globo Royal Stand	£23
Troja and Arcus stands	£34
Lounge Bed	£32

Additional collection charges:

• Northern Ireland: £10

• Northern Scotland, Channel Islands, Isle of Man, Shetlands and Scottish Islands: £14

These prices include VAT, insurance and fuel surcharges.

Where multiple products can be returned safely in the same parcel, we normally apply one appropriate parcel collection charge.

If a collection fails for reasons within the customer's control, an additional £10 charge may apply where this has been agreed and is legally recoverable.

We will explain applicable collection costs before arranging the service.

4. Packaging Your Return

Please package returned goods carefully to protect them during transport.

We recommend:

• Using the original packaging wherever possible, or suitable alternative protective packaging.

• Including all supplied components, fixings and accessories.

• Placing your name and order number inside the parcel.

• Making sure large or heavy items are safely secured for courier handling.

We may request photographs of the packaged goods to help organise safe collection.

Original packaging is not an absolute requirement for exercising statutory cancellation rights.

However, customers are responsible for taking reasonable care when packaging goods for return, and damage caused during return transport may need to be assessed according to the circumstances and applicable law.

5. Returning Wooden Hammock Stands

Our wooden hammock stands are substantial products, and we strongly recommend checking their dimensions and suitability before assembly.

Assembling a wooden stand can leave permanent impressions or marks on the timber. These may affect its condition and future value.

If you decide to return an assembled stand, we will assess its condition individually.

Where handling has gone beyond what is necessary to establish the product's nature, characteristics and functioning, a deduction for diminished value may be permitted under consumer law.

We will not apply an automatic restocking fee simply because a stand has been assembled.

Our warehouse team photographs returned stands and records any damage, assembly marks or missing components.

Please ensure the stand is securely packaged for collection or return. We cannot supply replacement packaging, but suitable alternative packaging may be used.

We recommend returning all supplied fixings and components. Any proposed deduction relating to missing parts will be assessed in accordance with the applicable legal requirements.

6. Refunds

Once a return has been arranged, we'll explain the next steps and keep the process as straightforward as possible.

For qualifying statutory cancellations, refunds include the price of the returned goods and any original standard delivery charges that must be reimbursed by law.

Most Simply Hammocks orders include free standard mainland UK delivery.

Where customers have paid for a premium delivery option, we are not generally required to refund the additional amount above the least expensive qualifying standard delivery service.

Refunds are made to the original payment method unless you expressly agree otherwise.

Refund deadlines

Where we have not offered to collect the goods, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where we have offered to collect the goods, the statutory deadline is generally 14 days after we're informed of your cancellation.

Any legally permitted deduction for diminished value will be assessed individually.

Our warehouse normally aims to complete its returns processing within seven days of receiving the goods, including during our busier season from April to September. This operational target does not extend statutory refund deadlines.

Once your refund is issued through Shopify, you'll receive an automatic confirmation email.

Funds often appear within 1–3 working days, although the actual time depends on your payment provider.

7. Faulty, Damaged or Incorrect Goods

If something has gone wrong with your order, please submit a return request through your order page or contact us.

Do not buy a return label based on Shopify’s automated message if the item is faulty, damaged or incorrectly supplied. Please wait for our return instructions. Where we are responsible for the return, we will arrange and cover the necessary costs.

We normally ask for photographs of the item and its packaging to help us understand the issue and identify the best solution. These photographs assist our investigation but are not an absolute condition of your statutory rights.

Where possible, our Customer Services team resolves issues directly. More technical matters may be referred to the manufacturer for specialist advice.

Depending on the circumstances and your legal rights, we may:

• Send missing or replacement parts free of charge.

• Arrange a repair.

• Replace the product.

• Provide a refund.

We generally prefer a practical repair or replacement where appropriate, but this does not override a customer's statutory right to reject qualifying faulty goods.

Where a return is required because of a qualifying fault, transit damage or an error by Simply Hammocks, we arrange and cover the necessary return costs.

Important: If you believe a fault could affect the safety of your hammock, hanging chair, stand or fixings, stop using the product immediately and contact us.

Your rights under the Consumer Rights Act 2015 remain unaffected.

8. Reporting Transit Damage

Please inspect your delivery as soon as reasonably possible.

We ask customers to report any visible damage to the product or packaging within 24 hours of delivery, wherever possible.

This helps us establish whether damage occurred during transport and investigate promptly with the courier.

If damage is reported later, we will assess the circumstances and available evidence, including the nature of the damage, delivery information and any photographs.

Reporting outside 24 hours does not automatically remove your statutory consumer rights.

9. Exchanges

Would you prefer a different colour, model or size?

Contact our Customer Services team and we'll help arrange an exchange.

Our usual process is:

1. You purchase the replacement product at its full price.

2. We arrange for the original item to be returned.

3. We process the appropriate refund for the original item in accordance with your rights and the agreed return arrangements.

For change-of-mind exchanges, normal return collection charges may apply.

Customer Services may waive these charges as a goodwill gesture, particularly for smaller items. This is discretionary and not guaranteed.

Where an exchange is necessary because of our error or a qualifying fault, we cover the necessary return costs.

10. Extended Returns for Gifts

Buying a hammock as a birthday, Christmas or special-occasion gift?

We're happy to consider extending the usual return period to suit the occasion.

Please email hello@simplyhammocks.co.uk with your order number and the date of the special occasion.

We ask that you check the delivery and its contents within 24 hours wherever possible, so any obvious issues can be reported promptly.

We'll consider your circumstances and, where agreed, confirm your individual extended return deadline by email.

Any additional conditions for a discretionary gift return will be explained when the extension is agreed.

These arrangements do not affect your statutory rights.

11. Cancelling an Order Before Dispatch

If you change your mind before your order has been dispatched, please contact us as soon as possible.

We can normally cancel the order and issue a full refund without a cancellation charge.

This also applies to pre-orders that haven't been dispatched.

If you wish to cancel only part of an order, we can usually arrange this while keeping the remaining items in place.

12. Cancelling After Dispatch

If your order has already left our warehouse, please contact us as soon as possible.

Depending on the circumstances, we may attempt to recall the parcel, arrange for delivery to be refused or organise a return after delivery.

Courier recalls are not always possible.

Where a customer is responsible for return transport costs, any applicable charge will be explained and handled in accordance with their statutory rights.

13. Need Help Choosing the Right Hammock?

We're hammock experts, and helping you find the right product is what we do best.

If you're unsure about the space between your trees, walls or fixing points, or which hammock will fit your stand, please contact us before ordering.

Measurements and photographs of your intended hanging area can help us offer practical recommendations.

Our advice is based on the information provided. Where structural strength or installation safety is uncertain, we recommend consulting a suitably qualified professional.

14. Statutory Cancellation Form

You can use this form to tell us that you wish to cancel an eligible order. You do not have to use this form; an email or other clear statement is sufficient.

To:
Yolo Inc / Simply Hammocks
7A Mercury Road
Gallowfields Trading Estate
Richmond
DL10 4TQ
United Kingdom

Email: hello@simplyhammocks.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Goods ordered: __________________________

Order number: __________________________

Ordered on: __________________________

Received on: __________________________

Customer name: __________________________

Customer address: __________________________

Signature (only if submitted on paper): __________________________

Date: __________________________

We're here to help.

Telephone: 01748 471 299
Email: hello@simplyhammocks.co.uk
Monday–Friday, 9am–5pm

Nothing in this policy affects your statutory consumer rights.