Refund policy
New to you,
but not new
to the world.
Every one of our pieces has a story. They’re often new to us, but not new to the world. Wear and tear from real life is to be expected and, where we can, we’ve minimised it or taken it away altogether.
THE PRINCIPLE
We grade for wear, not damage
Wear is what normal life does to an object over years: the soft edges, the faint marks, the honest patina. Damage is what a single event does to it: a break, a deep gouge, something that stops it doing its job. We don’t knowingly sell damage without saying so, in the listing, in plain words, with photographs close enough to see it. Ordinary wear is expected, and part of what you’re buying. Anything beyond fair wear is specifically noted.
OUR GRADES
Every listing carries one of these
Pristine
As new, or as close as makes no difference. Unused, or barely, with no wear worth naming. New to us. To your eye, new full stop.
Gently Worn
Lived with, lightly. Small signs of a previous life that don’t change how it reads across a room or works in your hands.
Well Loved
Used, and it shows, honestly. Marks, a little softening, the odd scuff. The patina of an object that has done its job and is ready to do it again.
Honest Character
Heavily worn, and we won’t pretend otherwise. Clear marks, perhaps a chip or an old repair, all listed in plain words and shown up close. Bought with your eyes open, loved for exactly what it is.
A Project
Sold to be mended, not to arrive perfect. There is work to do, and we tell you what. For people who enjoy the having a go as much as the having.
HOW WE DESCRIBE A PIECE
The grade, the flaws and the photographs - together
They are the description, all three. Read them before you buy. We choose the photographs to show a piece truthfully, not flatteringly, and if anything about a piece isn’t clear, ask us before you buy rather than after. We’d always rather answer than disappoint.
RETURNS, CANCELLATIONS & YOUR RIGHTS
Your rights, in plain terms
You’re buying online, so the law gives you certain rights, and nothing here takes them away.
◆ Your right to cancel
Because you’re buying online, the law gives you 14 days from the day your piece arrives to cancel the order. You don’t need a reason, and it needn’t be because anything is wrong: a piece can be exactly as described and you may still cancel. Email us at hello@hundredstories.co.uk to let us know, then send the piece back within 14 days. We’ll refund the price and the original standard delivery charge within 14 days of the piece reaching us. Return postage on a cancellation is yours rather than ours, which is why we mention it here before you buy. The piece must come back as it left us: inspect it as you would in a shop, but if it returns worn or handled beyond that, we may reduce the refund to reflect the loss in value.
◆ Described in full
Every piece is sold in the condition shown. Anything we’ve named or pictured is part of what you’re buying. It isn’t a fault, and it isn’t grounds to return the piece as “not as described.” This is exactly why we photograph and name everything, so there are no surprises on either side.
◆ If we got it wrong
If a piece arrives with a fault or a difference we did not disclose, that’s a different matter and your full legal rights apply. Tell us within 30 days and you can reject it for a refund; after that, we’ll repair or replace where we can. When the fault is ours to put right, the return postage is on us.
◆ Pieces made or restored to order
Anything we’ve altered, restored or sourced to your specific request is excluded from the 14 day change of mind right as the law allows, because it can’t simply go back on the shelf. Your rights if such a piece is faulty are unaffected.
Nothing in these terms limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.