Returns & Exchanges

Returns & Exchanges Policy

Your rights at a glance

At Halsworth & Hayes, we want every customer to be satisfied with their 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”), which may entitle you to a repair, replacement or refund depending on the circumstances.
Return shipping for change-of-mind returns 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

Under the CCRs 2013, you may cancel most distance contracts within 14 days without giving any reason.

The cancellation period starts on the day after you, or a third party nominated by you other than the carrier, receive the goods. If your order is delivered in multiple parcels, the period begins when you receive the last item.

To exercise this right, you must tell us clearly before the 14-day period ends. An email is sufficient. You may use the model cancellation form at the bottom of this page, but you do not have to.

If your order has not been delivered within 30 days of the order being placed, or within any other delivery period agreed in writing, you may cancel the contract and receive a full refund.

2. Extended 30-day goodwill window

In addition to your statutory rights, we offer a total return window of 30 calendar days from receipt of your order.

Days 1–14 are covered by your statutory right to cancel.
Days 15–30 are offered as a goodwill extension on broadly 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 should be returned in the same condition in which they were received:

unworn, unwashed and unaltered
with all original tags, swing tickets and seals attached, where applicable
with original packaging included where supplied
free from marks, stains, pet hair, perfume, aftershave, deodorant, smoke or other odours

Footwear should be tried on indoors only and returned with clean, unmarked soles and the original shoebox where supplied.

4. Diminished value

You may handle goods only as you would in a physical shop, meaning you may inspect fit, fabric and finish.

If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the item, we may make a deduction from your refund to reflect diminished value, as permitted by law. Examples include obvious wear, removed tags, damage, alterations or laundering. Any deduction will be explained before being applied.

5. Non-returnable items

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

final sale items, clearly marked at the point of purchase
made-to-measure, bespoke or personalised garments
hygiene-sealed items once opened, where applicable law allows
gift cards
items returned outside the 30-day window without prior agreement

6. How to start a return

To request a return, please email contact@halsworthhayes.shop within 30 days of receipt with your order number and the reason for return.

We will then provide:

return instructions
the correct UK return address
an RMA reference, where applicable

Please package the goods securely and use a tracked, signed-for service where possible. Returns sent without instructions or an RMA may be delayed.

7. Return shipping costs

Change-of-mind returns: the customer is responsible for return shipping costs.
Faulty, damaged or incorrect items: we will cover or reimburse reasonable return shipping costs.

We recommend using a tracked and insured service. The parcel remains your responsibility until it is received by us.

8. Return address and refund timeline

The return address will be provided in your return instructions and will be our nominated UK fulfilment address.

Please do not send returns to our registered office unless we specifically ask you to do so. Parcels sent there cannot be processed.

Once your return arrives, we aim to inspect it within 5 working days. If your refund is approved, we will issue it to your original payment method within a further 2 working days. Funds typically appear within 5–10 working days depending on your bank or card issuer.

9. Exchanges

We are happy to offer exchanges for a different size or colour of the same product, subject to stock availability.

Once we receive and inspect the original item, we will dispatch the replacement at no additional shipping charge within the United Kingdom. If the requested replacement is unavailable, we may offer a refund instead.

10. Faulty, damaged or incorrect items

If an item is faulty, damaged 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 or partial refund

Where required by law, we will also reimburse reasonable return shipping costs. Your statutory rights under the CRA 2015 remain unaffected.

11. UK-only returns

We ship to, and accept returns from, addresses within the United Kingdom only. Return handling fees, if any are incurred by the carrier on receipt, may be deducted from your refund where applicable and will be itemised beforehand.

12. Sale items, gifts and lost parcels

Sale items are returnable under the same terms as full-price items unless clearly marked “Final Sale”.

Gift returns: refunds are normally issued to the original purchaser and 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 delivery to our return address. Please keep your tracking information until the return is completed.

Fraud monitoring: we may refuse future orders or returns where abusive or fraudulent return patterns are reasonably suspected.

13. Model cancellation form

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

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

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on [] / received on []
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: []

This policy should be read together with our: