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Refund policy

Our Commitment

At The Head Plan, we are committed to ensuring you are completely satisfied with your purchase. If you are not satisfied with your non-personalised, non-downloadable merchandise, we offer a fair and transparent returns process as detailed below.

Return Eligibility

  • Time Frame: Returns are accepted within 30 days of the date you physically receive your product.

  • Condition: Merchandise must be unused, in original condition, and accompanied by its original packaging and all original contents.

  • Exclusions: Only unused, non-personalised, and non-downloadable merchandise are eligible for return. Shipping and processing fees are non-refundable.

Standard Returns Process

  • Initiation: To initiate a return, please contact our Customer Service Team at support@theheadplan.com with your order number and details of the item(s) you wish to return.

  • Return Shipping: All items must be securely packaged to prevent damage during transit. We strongly recommend using insured and trackable shipping for your return.

  • Refund Method: Refunds will be processed to the original payment method used for the purchase.

  • Processing Time: Refunds are issued within 10 days from the date our Warehouse Team confirms acceptance of the returned item(s).

Claims for Damaged, Faulty, or Incorrect Items

  • Return Required: For any claim regarding damaged, faulty, or incorrect items, the item(s) must be returned to The Head Plan for inspection prior to any refund or replacement being issued. We will provide a prepaid return label or arrange collection at our discretion.

  • Inspection: No refund or replacement will be processed until the returned item has been received and inspected by our Warehouse Team. If the item is not returned, we reserve the right to decline the refund or replacement request.

  • Evidence: We may request clear photographic evidence of the issue prior to authorising a return.

Claims for Non-Receipt of Items

  • Investigation: If you believe your order has not been received, please contact us promptly. We may require you to complete a missing parcel declaration and cooperate with our internal investigation, including providing any relevant information or documentation requested.

  • Carrier Confirmation: If carrier tracking confirms delivery, we may require additional evidence or a formal statement before considering a refund or replacement.

  • Resolution: Refunds or replacements for non-received items will only be issued after all investigations have been completed to our satisfaction.

Right to Refuse or Limit Returns, Refunds, and Replacements

The Head Plan reserves the right to refuse or limit returns, refunds, or replacements at its sole discretion in cases of excessive, repeated, suspicious, or potentially abusive claims by a customer. Such cases may include, but are not limited to, multiple instances of reported non-delivery, damage, or loss not substantiated by evidence, or a pattern of frequent return or refund requests.

Any decision to refuse or limit returns, refunds, or replacements will be communicated to the customer in writing.

Statutory Rights

This policy does not affect your statutory rights.

Questions?

If you have any questions or require assistance with your return, please contact our Customer Service Team at support@theheadplan.com. We are here to help.