Damaged or Missing Items

We carefully package each order to ensure your items arrive safely. 

If your order is damaged or incomplete upon arrival:

• Contact us at master@hoglane.co.uk within 7 days of receiving your order. While we ask for prompt notification, you are legally entitled to request a refund for faulty goods within 30 days of delivery under the Consumer Rights Act 2015.

• Please retain all packaging and components for inspection.

• Do not submit a claim to the shipping courier. We will handle the issue directly on your behalf.

In the event of a confirmed fault or damage, we will offer a replacement, repair, or full refund, depending on the circumstances.

 

If Your Package is Marked as Delivered but Not Received

If your tracking shows the order was "delivered" but you haven’t received it:

• Please contact us as soon as possible. We will investigate the issue with the courier.

• If the package cannot be recovered and the delivery location was not explicitly authorised by you, we will provide a replacement or full refund.

• Each case will be reviewed individually to ensure a fair resolution.