Returns & Exchanges

Returns & Exchanges Policy

Your rights at a glance

At Halsworth & Hayes, we want every gentleman to be entirely satisfied with his purchase. As a guide:

• You have a statutory right to cancel most online orders within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs 2013").
• As a goodwill gesture, we extend this window to a total of 30 calendar days from the day you receive your order.
• Faulty, damaged or incorrect items are protected by the Consumer Rights Act 2015 ("CRA 2015"), giving you the right to reject, repair, replace or refund.
• Returns shipping for change-of-mind is paid by the customer; we cover the cost where the item is faulty, damaged or sent in error.
• Refunds are issued to the original payment method — see our Refund Policy.

1. Statutory right to cancel (CCRs 2013)

Under the CCRs 2013, you may cancel a distance contract with Halsworth & Hayes for any reason within 14 days, without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the goods. Where your order is delivered in multiple parcels, the period runs from receipt of the last item.

To exercise this right, you must inform us of your decision to cancel by a clear statement (for example, a letter sent by post or an email) before the 14-day period has expired. You may use the model cancellation form at the bottom of this page, but you are not obliged to do so.

To meet the cancellation deadline it is sufficient for you to send your communication concerning your right to cancel before the 14-day period has expired.

Partial cancellation is permitted: you may cancel one or more items from a multi-item order. Late delivery: if your order has not been delivered within 30 days of the order being placed (or any other delivery period agreed in writing), you may cancel the contract and receive a full refund.

2. Extended 30-day goodwill window

Reflecting the standards of the British luxury menswear market, we offer a total return window of 30 calendar days from receipt of your order. The first 14 days are protected by your statutory right to cancel; days 15 to 30 are offered as a discretionary goodwill extension on the same terms. After day 30, returns may be accepted only at our discretion.

3. Condition of returned goods

To qualify for a full refund, items must be returned in the same condition in which they were received:

• Unworn, unwashed and unaltered.
• All original tags, swing tickets, brand seals and authenticity cards attached.
• Original packaging, garment bags, hangers and dust bags included where supplied.
• Free from marks, stains, pet hair, perfume, aftershave, deodorant, smoke or any other odour.
• Footwear must be tried on indoors only and returned with clean, unmarked soles in the original shoebox (which forms part of the product).

4. Diminished value (Reg 34(9), CCRs 2013)

You are entitled to handle goods only as you would in a physical shop — inspecting fit, fabric and finish. Where handling has gone beyond what is necessary to establish the nature, characteristics and functioning of the item, regulation 34(9) of the CCRs 2013 entitles us to make a deduction from your refund to reflect the diminished value of the goods. Examples include obvious wear, removed tags, damage, alterations or laundering. Any such deduction will be itemised in writing before being applied.

5. Non-returnable items

The following are excluded from our return policy, save for your non-excludable statutory rights where the item is faulty:

• Final sale items, clearly tagged "Final Sale" at the point of purchase.
• Made-to-measure, bespoke and personalised garments (including monogrammed shirting and engraved accessories).
• Hygiene-sealed items — underwear, socks and swimwear — once the hygiene seal is broken.
• Gift cards.
• Items returned outside the 30-day window without prior written agreement.

6. How to start a return

1. Email contact@halsworthhayes.shop within 30 days of receipt with your order number and the reason for return.
2. Within 1–2 working days, our customer care team will issue a Return Merchandise Authorisation ("RMA") number together with the correct UK return address and, where applicable, a prepaid return label.
3. Pack the goods securely in their original packaging and write the RMA number clearly on the outside of the parcel.
4. Ship the parcel using a tracked, signed-for service. Retain proof of postage until your refund is confirmed.

Returns sent without an RMA may be delayed or refused.

7. Return shipping costs

• Change of mind / cooling-off cancellation: the customer is responsible for the direct cost of returning the goods.
• Faulty, damaged, defective or incorrect items: Halsworth & Hayes covers all return shipping costs and will reimburse reasonable carriage where the customer arranges return.

We recommend Royal Mail Tracked 24 / 48 Signed-For or a comparable courier with full tracking and adequate insurance for the value of the goods. The parcel remains your responsibility until it is received and signed for at our warehouse; we strongly advise insuring high-value returns.

8. Return delivery address

The return address is provided on your RMA confirmation and points to our nominated UK fulfilment warehouse. Please do not send returns to our registered office at Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA — parcels sent there cannot be processed and will be returned to sender at the customer's cost.

9. Exchanges

We are pleased to offer exchanges for a different size or colour of the same product, subject to stock. Request an RMA as above, indicating your preferred replacement. Once we receive and inspect the original item, we will dispatch the replacement at no additional shipping charge within the United Kingdom. International exchanges may incur outbound carriage; we will quote this in writing before processing.

10. Faulty, damaged or incorrect items (CRA 2015)

The CRA 2015 sets out tiered remedies for goods that are not of satisfactory quality, fit for purpose or as described:

• Short-term right to reject (within 30 days of receipt): full refund or replacement at your election.
• 30 days to 6 months: right to a repair or replacement; if this is impossible, disproportionate or fails, a price reduction or final right to reject.
• Final right to reject: available after one failed remedy, with a refund (subject to a deduction for use after the first six months).

Please photograph any defect, damage or incorrect item within 7 days of receipt and email the images to contact@halsworthhayes.shop with your order number. We will arrange free collection or a prepaid label and confirm your chosen remedy in writing.

11. International returns

International customers are welcome to return goods under this policy. Please note:

• Outbound import duties and taxes are non-refundable by Halsworth & Hayes; you may be able to reclaim these directly from your local customs authority.
• Customers are responsible for return shipping and any export paperwork; please mark parcels clearly as "British Returned Goods — No Commercial Value".
• Where return shipments incur UK import duties or handling fees on receipt, we reserve the right to deduct these costs from your refund. Any such deduction will be itemised before processing.

12. Sale items, gifts, lost parcels & fraud

• Sale items are returnable under the same terms unless explicitly marked "Final Sale".
• Gift returns: only the original purchaser can request a refund to the original payment method. Gift recipients should contact the purchaser, who may then contact us.
• Lost return parcels: we cannot issue a refund without proof of receipt. Customers must provide tracking confirming delivery to our warehouse.
• Fraud monitoring: in line with the Shopify Acceptable Use Policy, we monitor for serial returners and patterns indicating return abuse, and reserve the right to refuse future orders or returns where abuse is suspected.
• Cancellation outside the cooling-off window: at our discretion, we may cancel an order before dispatch if you contact us promptly.

13. Model Cancellation Form (CCRs 2013, Schedule 3, Part B)

Complete and return this form only if you wish to withdraw from the contract.

14. Related policies

This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Refund Policy and Privacy Policy. Nothing in this policy affects your non-excludable statutory rights as a consumer.

Trader: Secure Payment Ltd (trading as Halsworth & Hayes) · Companies House #16138815 · Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, England · contact@halsworthhayes.shop · halsworthhayes.shop