Refund & Returns Policy

Last Updated: 2 September 2026

At HAVELLOA, we want you to be satisfied with your purchase. This Refund & Returns Policy explains how to cancel an order, return products and request a refund for purchases made through havelloa.co.uk.

This policy does not affect your statutory rights under UK consumer law.

1. Your Statutory Cancellation Rights

If you are a consumer in the United Kingdom, you generally have the right to cancel your order within 14 days after the day on which you, or someone you nominate, receives the goods.

You then have a further 14 days to return the goods after notifying us of your cancellation.

To exercise this right, you must clearly inform us of your decision to cancel, for example by email or post, providing your name, order number and details of the products concerned.

You do not need to provide a reason for cancelling, although feedback may help us improve our products and services.

2. Exceptions to the Cancellation Right

The statutory cancellation right may not apply to certain products, including:

  • Products made to your specifications or clearly personalised
  • Sealed products that are not suitable for return for health protection or hygiene reasons if unsealed after delivery
  • Products that are liable to deteriorate or expire quickly
  • Digital content supplied immediately where you have expressly agreed to immediate performance and acknowledged that you would lose your cancellation right
  • Other products excluded from cancellation under applicable law

If an exception applies, we will provide relevant information before or at the time of purchase where required.

3. Return Conditions

Returned products should be sent back without undue delay and, in any event, within 14 days after you notify us of your cancellation.

Please return products:

  • In suitable protective packaging
  • With all original accessories, labels and documentation where reasonably possible
  • In a condition that allows us to inspect and resell them, where applicable

You may handle products only as much as necessary to establish their nature, characteristics and functionality.

You may be responsible for any reduction in the value of a product caused by handling beyond what would reasonably be permitted in a shop.

4. How to Request a Return

Before returning an item, please contact us with:

  • Your name
  • Order number
  • Product details
  • Reason for the return, if you wish to provide one
  • Photographs, where the product is damaged, faulty or incorrect

We will provide return instructions where appropriate. Please do not send products to an address other than the return address provided by us.

5. Return Postage Costs

If you cancel an order under the statutory cancellation right, you are generally responsible for the direct cost of returning the goods unless:

  • The goods are faulty, damaged or not as described
  • We have agreed to pay the return costs
  • We failed to inform you that return costs would apply

If a product is faulty, damaged or incorrect, please contact us before returning it so that we can advise you of the appropriate arrangements.

6. Refunds

If you cancel your order in accordance with your statutory rights, we will refund the payments received from you, including the cost of standard delivery.

If you selected a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option available.

We will issue the refund without undue delay and generally within 14 days after the earliest of:

  • The day we receive the returned goods
  • The day you provide evidence that you have returned the goods
  • The day we receive confirmation that the goods have been returned, where we offered to collect them

We may delay the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.

Refunds will normally be made using the original payment method unless we agree otherwise.

7. Faulty, Damaged or Incorrect Products

If a product is faulty, damaged on arrival or not as described, please contact us as soon as reasonably possible.

Depending on the circumstances and your legal rights, you may be entitled to:

  • A repair
  • A replacement
  • A price reduction
  • A refund
  • Reimbursement of reasonable return delivery costs

Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days of receiving them, subject to applicable exceptions and legal requirements.

Your legal rights may continue beyond this period. Nothing in this policy limits or excludes those rights.

8. Damaged or Incorrect Deliveries

If your order arrives damaged or contains an incorrect or missing item, please contact us promptly and provide:

  • Your order number
  • A description of the issue
  • Photographs of the packaging and product, where relevant
  • Any relevant delivery information

We will investigate and advise you of the next steps. Please retain the packaging until the issue has been resolved, where possible.

9. Exchanges

We may offer exchanges at our discretion, subject to product availability.

Where an item is faulty, damaged or incorrect, we will handle the matter in accordance with your statutory rights.

If you wish to exchange an unwanted product, you may need to return the original product and place a new order.

10. Products That Cannot Be Returned

For health, hygiene or safety reasons, certain products may not be eligible for return once opened or unsealed.

Any applicable restrictions will be explained on the relevant product page or before purchase where required.

These restrictions do not apply where a product is faulty, damaged or not as described.

11. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will try to accommodate your request, but cancellation may not be possible once the order has entered processing or been dispatched.

If cancellation is not possible before dispatch, you may still exercise your statutory cancellation or return rights where applicable.

12. Refused or Uncollected Deliveries

If a product is returned to us because delivery was refused or the parcel was not collected, this may be treated as a cancellation or return request where applicable.

Any refund may be subject to deductions permitted by law, including reasonable return delivery costs or costs arising from damage caused by handling beyond what is reasonably necessary.

13. Refund Delays

If you have not received an expected refund, please first check your bank or payment provider account.

If the refund is still not visible after a reasonable period, please contact us with your order details so that we can investigate.

14. Contact Us

To request a return, cancellation, refund or assistance with a faulty, damaged or incorrect product, please contact us:

HAVELLOA

19 Hollin Park Rd
Leeds, England
LS8 3HD
United Kingdom

Email: contact@havelloa.co.uk
Telephone: +44 1305 913918
Website: havelloa.co.uk