Refund policy

Refund Policy

This Refund Policy explains how Halsworth & Hayes processes refunds in accordance with the Consumer Rights Act 2015 ("CRA 2015"), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs 2013"), the Limitation Act 1980 and applicable Shopify Payments and PCI DSS rules. It should be read alongside our Returns & Exchanges Policy, Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.

1. Refund processing timeline

Once your return arrives at our nominated UK warehouse, our quality team aims to inspect the parcel within 5 working days. After approval, the refund instruction is submitted to our payment provider within a further 2 working days. Funds typically appear on your statement within 5–10 working days, depending on your card issuer or bank.

You will receive an email confirmation when the refund is approved and a second confirmation when funds are released. Under regulation 34 of the CCRs 2013, refunds for cooling-off cancellations are issued without undue delay and in any event no later than 14 days after we receive the goods back, or 14 days from the day you supply evidence of return, whichever is earlier.

2. Refund methods

Refunds are issued exclusively to the original payment method used at checkout (debit/credit card, Apple Pay, Google Pay, Shop Pay, PayPal or Klarna, as applicable). This requirement is mandated by PCI DSS, the Shopify Payments Terms of Service and our anti-fraud controls. We are unable to refund to a different card, account or payee, save in the limited circumstances described in section 8 below.

3. Partial and full refunds

  • Partial returns (one or more items returned, others kept): we refund the value of the items returned. The original outbound shipping charge is retained, in line with reg 34(2) of the CCRs 2013.
  • Whole-order cancellation within the 14-day cooling-off period: we refund the full price of the goods and the standard outbound delivery charge.
  • Outbound delivery refunds are limited to the cost of our cheapest standard delivery method. Where you chose an upgraded service (express, named-day, Saturday delivery), the supplement is non-refundable.

4. Restocking and diminished value

We do not charge a restocking fee for returns received in compliant condition. Where goods show handling beyond what is necessary to assess fit, fabric and finish, regulation 34(9) of the CCRs 2013 entitles us to deduct an amount reflecting the diminished value. Any deduction will be itemised in writing before being applied.

5. Faulty, damaged or incorrect items

Where goods are faulty, damaged in transit or incorrectly supplied, you are entitled under the CRA 2015 to a full refund of the purchase price and reimbursement of reasonable return shipping costs — with no deduction for use within the first 30 days of receipt. Please raise such claims within 30 days of delivery to invoke the short-term right to reject.

6. Currency and foreign exchange

Halsworth & Hayes processes payments and refunds in pounds sterling (GBP). Where you paid with a card denominated in another currency, your bank applied an exchange rate at the moment of capture. Refunds are issued in the original GBP amount captured. The exchange rate applied at refund is set by your card issuer at that time and may differ from the rate at purchase. Halsworth & Hayes is not liable for shortfalls caused by foreign-exchange movements.

7. Failed refunds (closed cards or accounts)

If your card has expired, been replaced or the underlying account has been closed, the refund will be returned to us by the acquirer. We will contact you using the email or telephone number on the order to confirm a replacement method — either a new card capture, a re-issued refund to the same card scheme, or a UK BACS bank transfer once we have completed identity and ownership verification consistent with our anti-money-laundering controls.

8. Late or missing refunds

If you have not received your refund within 10 working days of our confirmation email, please:

  1. Re-check the original payment account, including pending or held transactions.
  2. Contact your bank or card issuer; refunds frequently sit on file for several days before posting.
  3. Allow one further working day for inter-bank settlement.

If the refund is still missing after these steps, contact contact@halsworthhayes.shop with your order number and we will trace the transaction with our payment provider.

9. Chargebacks

We monitor card chargebacks closely and will defend disputes that we believe to be unfounded or fraudulent. We strongly encourage customers to contact us first — almost every issue can be resolved through a refund, replacement or repair within our published timeframes. Where a chargeback is initiated without prior contact and we hold evidence of delivery and conformity, we will submit a full representment to the card scheme. Confirmed fraudulent chargebacks may be referred to law-enforcement authorities and the customer's account flagged for refusal of future orders.

10. Subscriptions and recurring charges

Halsworth & Hayes does not currently offer subscription products or recurring charges. Should this change, this policy will be updated and pre-contractual information provided in accordance with regulation 13 of the CCRs 2013.

11. Gift cards

Halsworth & Hayes gift cards do not expire and may be used in part across multiple orders, with any unused balance retained on the card. Gift cards are non-refundable, except where required by law or where the card itself was sold faulty.

12. Sale items

Discounted and seasonal-sale items are refundable under the same terms as full-price goods, unless they are clearly tagged "Final Sale" at the point of purchase. Final Sale items remain protected by your non-excludable statutory rights where they are faulty, damaged or not as described.

13. Statutory rights preserved

Nothing in this policy excludes or limits your statutory rights as a consumer under the CRA 2015, the CCRs 2013, the Sale of Goods Act 1979 (where applicable), the Limitation Act 1980 or any other applicable law of England and Wales. The remedies set out here are in addition to, not in substitution for, those statutory rights.

14. Disputes, complaints and ADR / ODR

If you are unhappy with how we have handled a refund, please first contact our customer care team at contact@halsworthhayes.shop. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

If we cannot resolve your complaint, you may refer the matter to an Alternative Dispute Resolution (ADR) provider. As an online trader, we also signpost the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr. UK customers retain access to the courts of England and Wales.

15. Time limits for claims

  • Short-term right to reject: within 30 days of receipt (CRA 2015, s.22).
  • Right to repair or replacement: within 6 months of receipt, with a presumption that the fault was present at delivery.
  • General limitation: claims relating to the contract may be brought for up to 6 years from the date of breach under the Limitation Act 1980.

16. Contact

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

Please direct returns to the warehouse address listed on your RMA, not to the registered office.