Refund policy

This Refund Policy explains how Halsworth & Hayes handles cancellations, returns, refunds, exchanges and statutory rights. It should be read together with our 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.

For a statutory cancellation, we will reimburse you without undue delay and no later than 14 calendar days after we receive the goods back or you provide evidence that you sent them back, whichever occurs first. We may withhold reimbursement only until one of those events occurs. Bank or card processing after we issue the refund is outside our control and does not extend our legal processing deadline.

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.

Eligible change-of-mind returns are sent to our current return recipient in Dongguan, Guangdong, China using a tracked international service arranged and paid for by the customer. International postage can be materially higher than UK domestic postage. Keep proof of postage and send us the carrier name and tracking number so that we can identify the parcel. Secure Payment Ltd covers reasonable necessary return costs for faulty, damaged, misdescribed or incorrectly supplied goods where required by law.

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.

  • Swimwear is eligible under our 30-day policy if unworn. Where a genuine hygiene seal is supplied, it must remain intact for a change-of-mind return. If no hygiene seal is supplied, the standard return conditions apply. This does not affect your rights if the item is faulty, damaged or not as described.

Ordinary sale or clearance items are not excluded from return solely because they are discounted or labelled “Final Sale”. Non-excludable statutory rights always apply.

10. Sale items

Discounted and seasonal sale items are subject to the same statutory cancellation, fault and misdescription rights as full-price items.

Sale, clearance and items described as "Final Sale" are eligible under the same 30-day policy as full-price items, except for the specific statutory exclusions stated in this policy. Your rights for faulty, damaged or misdescribed goods are never affected.

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. Obtaining an RMA is not a condition of exercising your statutory cancellation rights, but following the instructions helps us identify and process the parcel.

When contacting us, please include:

  • your order number.

  • the item or items you wish to return.

  • the reason for the return, if you wish to provide one; a reason is not required when exercising the statutory right to cancel.

  • 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

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 authorised return address is: Recipient Huhui, 5th Floor, Elevators 5 & 6, Building 4, No. 7 Shajin Road, Shijinsha Village, Dalang Town, Dongguan, Guangdong 523000, China. Please obtain written instructions from contact@halsworthhayes.shop before posting.