Repairs Terms & Conditions
Our Guarantee
What is covered: We provide a guaranteed free repair service for 12 months after you bought the item from us for manufacturing faults and material failures. An example of this would be the failure of a buckle or the breaking of a strap.
What is not covered: Our guarantee does not cover accidental damage, wear and tear, or damage caused by misuse or improper handling.
Where can you find our guarantee: Details of our guarantee are printed on the back of our store receipt, in the invoice if purchased online.
Chargeable Repairs
After this time, we offer repairs for up to 3 years after you bought the item from us. This is subject to an agreed quote, and dependent on availability of suitable materials and hardware. If you bought the item 3 years ago or more, we will provide you with the contact details of a third party repair company based in the UK to obtain your repairs.
Please contact us to discuss your repair as repairs will only be accepted after a prior inspection by us
Updates to our Terms
These terms may have changed since you last reviewed them however the most current version at the time of your purchase of our services will apply.
These terms were updated on [01/03/2026] and a link to the previous terms can be found here Returns & Repairs | Anya Hindmarch
Where to find information about us and our services
You can find everything you need to know about us, ASHS Ltd t/a Anya Hindmarch and our services on our website, in our catalogue, or from our sales staff or customer services before you order. We also confirm the key information to you in writing by email before you order. Please note, we can only accept repair requests for our own products.
Prices for our repair service can be found on our website and is updated each year. The price list is only a guide and does not include costs for shipping (if applicable) and we will always provide a quote for repair service. We may increase the price quoted if our repair service finds that, after inspection, more work on the repairs are needed than quoted for, if this happens, we will provide you with an updated quote and you can either approve or reject the quote. If you need a repair that is not on the price list, we will ask the repair service to provide a quote for your approval.
You can submit a request for repair services
- In store – by bringing the item along with a receipt to our stores at Anya Village on Pont Street in Chelsea, London, our stores are a short walk from both Sloane Square and Knightsbridge tube stations; or
- By email – by emailing our customer services attaching photos of the item showing the issue and a proof of purchase (such as a receipt or order confirmation) by email to assistant@anyahindmarch.com
However you choose to request our repair service we will ask you to fill out a repair request form.
When you buy repair services from us you are agreeing that:
- We only accept orders when we've physically checked the repair item.
- Sometimes we reject orders.
- We pass on increases in VAT.
- We're not responsible for delays outside our control.
- If you bought online or by mail order you have a legal right to change your mind.
- You have rights if there is something wrong with our service to you.
- We can change services and these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw services.
- We can end our contract with you.
- We don't compensate you for all losses caused by us or our services.
- We use your personal data as set out in our Privacy Policy.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
Each of the above is set out in detail below.
If you requested the repair by email to customer services: when you receive our email, you must follow the instructions and arrange to send the item to us and once we have inspected the item we contact you again (normally within 7 days) to confirm whether we can do the repair and whether or not it is covered by our guarantee. If we agree to collect the repair item, we will ask you to fill in a form and you must provide this for us to arrange collection.
If we are not able to repair the item: whether you requested the repair by email or in store, we will email you to let you know. If you requested the repair by email, we will send the item back to you free of charge. If you requested the repair in store you can collect the repair item. If completed repair items are not collected within 14 days, the item will be shipped to the address you provided to us.
Outside UK: When sending items to us for repair from outside the UK, please ensure parcels are marked as ‘Returned Goods’ in order to avoid customs charges. We may charge you for international shipping costs in returning the repair item to you.
Inside Warranty: If the item is inside of warranty, then our guarantee above applies and we will provide a repair service free of charge. We will email you to confirm this and to let you know what is covered by the guarantee, the expected time that the repairs will take and any instructions for you to follow.
Outside Warranty: If the item is outside of warranty and we can do the repair, we send you a quote with a link to these terms and conditions and you have 14 days from the date of the repair quote to let us know whether you approve it. If you approve the quote within this time, we accept your order by sending you a link to pay and we will hold your item for up to 14 days for you to pay. When your payment is received, we send the item for repair to the repair workshop. If you do not pay within 14 days we will send the item back to you free of charge.
Repair time: The repair service can take up to 8 weeks from date of our acceptance of your request. When the item is back with us from our repair workshop, we will contact you to collect the item or we will arrange to send the item to you.
Sometimes we reject orders
Sometimes we reject orders, if the item was not purchased through us or you are not able to provide a proof of purchase or because we are not able to do the repair for example because the materials or the hardware are no longer available or because the service was mispriced by us.
When this happens, we let you know as soon as possible and refund any sums you have paid.
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We're not responsible for delays outside our control
Repairs may take up to 8 weeks, we will return your repaired products to you as soon as possible.
If our supply of your service is delayed by an event outside our control, such as interruption of repair services with the manufacturer, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our customer service at assistant@anyahindmarch.com to end the contract and receive a refund for any services you have paid for in advance, but not received.
If you bought online or by mail order, you have a legal right to change your mind and however you purchased you have rights under our guarantee
Your legal right to change your mind: For most of our services bought online, by mail order, you have 14 days after the date we confirm your order to change your mind about a purchase, but you lose the right to cancel any service, when it's been completed (and you must pay for any services provided up to the time you cancel).
How to let us know and what happens next: If you change your mind you can either email our customer services at assistant@anyahindmarch.com. We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.
You have rights if there is something wrong with our service to you
If you think there is something wrong with our service to you, you must contact our customer service department at assistant@anyahindmarch.com Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk Remember too that You have several options for resolving disputes with us.
Summary of your key legal rights
If your product is services, for example our repair services, the Consumer Rights Act 2015 says:
- You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill or get some money back if we can't fix it.
- If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
- If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
We can change services and these terms
Changes we can always make changes to our service:
- to reflect changes in relevant laws and regulatory requirements for example where these affect the availability or use of materials and hardware used in the repair service; and
- to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the service.
Changes we can only make if we give you notice and an option to terminate:
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We can also make the following types of change to the service or these terms, but if we do so we'll notify you and you can then contact our customer service at assistant@anyahindmarch.com to end the contract before the change takes effect and receive a refund for any services you've paid for in advance, but not received:
We can suspend supply (and you have rights if we do)
We can suspend the supply of a service to:
- deal with technical problems or make minor technical changes;
- update the service to reflect changes in relevant laws and regulatory requirements; or
- make changes to the service (see We can change services and these terms).
We let you know, may adjust the price and may allow you to terminate: We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the service [for longer than 30 consecutive days in any 12 month period we will adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 30 consecutive days in any 12 month period you can contact our customer service at assistant@anyahindmarch.com to end the contract and we'll refund any sums you've paid in advance for services you won't receive.
We can withdraw services
We can stop providing a service. We let you know within a reasonable time in advance and we refund any sums you've paid in advance for services which won't be provided.
We can end our contract with you
We can end our contract with you for a service and claim any compensation due to us if:
- you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;
- you don't, within a reasonable time of us asking for it, provide us with information, cooperation or provide the item that we need to provide the repair service,
We don't compensate you for all losses caused by us or our services
We're not responsible for losses you suffer caused by us breaking this contract if the loss is:
- Unexpected: It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control: As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
- Avoidable: Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product and all claims for loss of profit or indirect or consequential loss are wholly excluded.
We use your personal data as set out in our Privacy Policy
You have several options for resolving disputes with us
Complaints: Our customer service team at assistant@anyahindmarch.com will do their best to resolve any problems you have with us or our services. We welcome your feedback and want to resolve your concerns so please raise any issues with us first so we can try to resolve them. We will send you a final response in writing within 8 weeks of your complaint and if you remain unhappy after our final response you can submit a complaint to CEDR or go to court, as set out below.
Resolving disputes without going to court: Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to CEDR through their website at Dispute Resolution, Conflict Management & Mediation Services - CEDR. CEDR does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.
You can go to court: These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your service: We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract If you're unhappy with the transfer you can contact customer service at assistant@anyahindmarch.com to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for services not provided.
You can only transfer your contract with us to someone else if we agree to this: We may not agree and if so, we will explain our reasons why. We can require the new owner to prove you transferred the service to them, for example by requiring you to provide documentary evidence to support this.
Nobody else has any rights under this contract: This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply: If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later: We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.