Refund policy

Refund & Returns Policy

This Refund & Returns Policy explains how Halsworth & Hayes handles cancellations, returns, refunds, exchanges and statutory rights. It should be read together with our Returns & Exchanges Policy, Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If there is any conflict between this policy and your statutory rights, your statutory rights will prevail.

1. Your right to cancel

If you change your mind, you may cancel most orders within 30 calendar days of receiving your order, provided the item is eligible for return under this policy and applicable law.

For online purchases, your statutory cancellation rights remain unaffected. If you exercise your cooling-off rights under the Consumer Contracts Regulations 2013, you may be entitled to a full refund in accordance with applicable law.

2. Change-of-mind returns

To be eligible for a change-of-mind return, items must be:

  • unworn.

  • unwashed.

  • unaltered.

  • in the original packaging, where possible.

  • with original tags attached, where applicable.

You may handle and inspect an item in the same way you would in a shop, for example by trying it on, checking size and fit, and examining the fabric or finish.

If an item has been used beyond what is reasonably necessary to inspect fit, fabric, colour or finish, we may reduce the refund to reflect any diminished value. If a deduction applies, we will explain it before completing the refund.

3. Faulty, damaged or incorrect items

If your order arrives faulty, damaged in transit or incorrect, please contact us as soon as possible with your order number and clear photos of the issue.

Where an item is faulty, damaged or incorrectly supplied, we will offer one of the following, as appropriate:

  • a replacement.

  • a repair.

  • a full refund.

  • a partial refund.

Where required by law, we will also reimburse reasonable return shipping costs for faulty, damaged or incorrect items.

4. Refund timeline

Once your return has been received, we aim to inspect it within 5 working days.

If your refund is approved, we will issue it to your original payment method within 2 working days of approval.

Refunds normally appear on your statement within 5–10 working days, depending on your bank or card issuer. If you are returning an item under your statutory cooling-off rights, the refund will be processed within the time limits required by applicable law.

5. Refund method

Refunds are issued to the original payment method used at checkout.

If that payment method is no longer available, please contact us so we can review possible alternatives. For fraud-prevention and audit reasons, we cannot refund to a different card or account without appropriate checks.

6. Shipping charges

If you return an order because you changed your mind, the original outbound shipping charge is non-refundable unless required by law.

If you cancel your entire order within the statutory cooling-off period, we will refund:

  • the price of the goods; and

  • the standard outbound delivery charge, if paid.

Any upgraded or express delivery fee is non-refundable unless required by law.

7. Return shipping costs

For change-of-mind returns, customers are responsible for return shipping costs unless we state otherwise.

For faulty, damaged or incorrect items, we will cover or reimburse reasonable return shipping costs where required by law.

We recommend using a tracked, signed-for service and keeping proof of postage until your refund has been processed.

8. Exchanges

If you would like a different size, colour or, where permitted, a different variant of the same style, please contact us.

Exchanges are subject to stock availability and the item meeting our return conditions. If the requested replacement is unavailable, we may offer a refund instead.

9. Non-returnable items

The following items are generally non-returnable unless faulty, damaged or not as described:

  • gift cards.

  • personalised or custom-made items.

  • sealed items that are not suitable for return for health, hygiene or safety reasons once opened, where applicable law allows.

  • items clearly marked as final sale at the time of purchase.

If a final-sale item arrives faulty, damaged or incorrect, your statutory rights still apply.

10. Sale items

Discounted and seasonal sale items may be returned under the same terms as full-price items unless they are clearly marked as final sale at the time of purchase.

Final-sale items remain covered by your statutory rights if they are faulty, damaged or not as described.

11. Returns process

Before sending anything back, please contact us for return instructions. Do not send returns to our registered office unless we specifically ask you to do so.

When contacting us, please include:

  • your order number.

  • the item or items you wish to return.

  • the reason for the return.

  • photos if the item is faulty, damaged or incorrect.

Returned items should be securely packaged to avoid damage during transit. Where we have agreed a particular method or address for return, items returned using a different method or address may be delayed.

We are not responsible for items lost or damaged while being returned if they are not returned using an agreed or reasonable method. We recommend using a tracked service and keeping proof of postage.

12. Late or missing refunds

If you have not received your refund yet, please:

  • check your bank or card account again.

  • contact your card issuer or payment provider.

  • contact your bank, as processing times can vary.

If you have done all of the above and still have not received your refund, please contact us at contact@halsworthhayes.shop with your order number and return details.

13. Company information

COMPANY INFO

Store name: Halsworth & Hayes

Legal entity: Secure Payment Ltd

Trading as: Halsworth & Hayes

Company number: 16138815

Registered office: Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, England

Email:contact@halsworthhayes.shop

Telephone: +44 7834 414553

Customer care: We aim to respond within 1 business day, Monday to Friday.

Please do not send returns to the registered office unless we ask you to do so. The correct return address and instructions will be provided once your return request is approved.