Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, this is not applicable to worktops.

If the item you want to return is surplus to requirements, there will be a £25 restocking/collection fee.

Delivery charges are non refundable.

You must notify us within 24 hours of delivery of any damage to products and worktops and provide photo evidence. We cannot accept returns of any worktop that has been cut or installed.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items that have been fitted cannot be returned.

To start a return, you can log in to the store with the same email address that was used for the purchase, we will send you a 6 digit code and then you will then be able to see your order or orders and submit a return request. We may need a photo of the item or items before arranging collection.

If your return is accepted, we’ll contact you to arrange a collection. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@hartleyandhall.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) and custom made worktops. Please get in touch if you have questions or concerns about your specific item. We can not accept returns if the items have been fitted or altered unless proven to be faulty.

Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@hartleyandhall.com.