Returns & Refund Policy
Last Updated: September 2026
At Havelloa, we want our returns process to be clear and straightforward. This Refund & Returns Policy explains the conditions that apply to purchases made through havelloa.uk.
1. 30-Day Returns
Eligible products may be returned within 30 days of receiving your order.
To be eligible for a return, the product should generally:
- Be in the same condition in which you received it
- Be unused and undamaged
- Include its original packaging where applicable
- Include accessories, manuals, parts, and other items originally supplied
- Be accompanied by your order details or other proof of purchase
Please contact us before returning any product.
Email: contact@havelloa.uk
2. Starting a Return
To request a return, contact our customer support team and provide:
- Your name
- Order number
- Product you wish to return
- Reason for the return
- Photographs where the product is damaged, defective, or incorrect
Once your request has been reviewed, we will provide the relevant return instructions.
Products returned without contacting us first may take longer to identify and process.
3. Change-of-Mind Returns
If you change your mind about an eligible purchase, you may request a return within the applicable return period.
Products should be returned unused and in suitable condition for resale.
For change-of-mind returns, the customer is generally responsible for the cost of returning the product.
This policy does not limit any cancellation or return rights you may have under applicable UK consumer law.
4. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If a product arrives damaged, defective, incorrect, or with essential components missing, contact us promptly at contact@havelloa.uk.
We may ask you to provide photographs or other information showing:
- The product received
- The issue or damage
- The product packaging
- The delivery packaging
- Any relevant labels
After reviewing the issue, we will provide an appropriate solution in accordance with the circumstances and your applicable consumer rights.
5. Toys and Children's Products
For safety and hygiene reasons, certain opened or used children's products may be subject to return restrictions where permitted by law.
Products should not be used beyond what is reasonably necessary to inspect their nature, characteristics, and functionality if you intend to return them.
Where a toy or children's product is faulty, damaged, or not as described, your statutory consumer rights are not affected.
6. Non-Returnable or Restricted Items
Certain products may not be eligible for change-of-mind returns, including where applicable:
- Personalised or custom-made products
- Perishable products
- Certain sealed hygiene-sensitive products once opened
- Products subject to health or hygiene restrictions after opening
- Products damaged through misuse or improper handling
- Products that have been materially altered after delivery
Additional exclusions may apply where permitted by law.
These restrictions do not remove your legal rights where a product is faulty, damaged, or not as described.
7. Sale and Promotional Products
Products purchased during a sale or promotion may generally be returned if they otherwise meet the eligibility requirements of this policy.
Specific promotional conditions may apply where clearly disclosed at the time of purchase.
8. Exchanges
If you would like a different product, colour, size, or variation, contact us to determine the available options.
Depending on the circumstances, the simplest process may be to return the eligible product and place a new order.
9. Refunds
Once a returned product is received, it will be reviewed before the refund is approved.
If approved, the refund will generally be issued to the original payment method used for the purchase.
The time required for the refunded amount to appear in your account may depend on your bank or payment provider.
10. Return Shipping Costs
For eligible change-of-mind returns, customers are generally responsible for return shipping costs.
Where a product is confirmed to be faulty, damaged, incorrect, or otherwise covered by applicable consumer protections, return costs will be handled in accordance with your legal rights and the circumstances of the claim.
We recommend using an appropriate tracked delivery service when returning products.
11. Original Delivery Charges
Whether an original delivery charge must be refunded depends on the reason for the return and your applicable statutory rights.
Where UK consumer cancellation rights apply, eligible standard delivery charges will be handled in accordance with applicable law.
Additional charges paid for an enhanced or expedited delivery service may not always be refundable.
12. Order Cancellations
If you wish to cancel an order before it has been dispatched, contact us as soon as possible.
We will try to stop the order before dispatch, but this may not always be possible.
If the order has already been dispatched, you may need to receive it and follow the applicable return procedure.
13. Refund Processing
After we receive and inspect an eligible return, we will notify you of the outcome.
Approved refunds will be submitted to the original payment method. Banks and payment providers may require additional processing time before the funds appear in your account.
14. Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict, or replace rights available to consumers under applicable UK law.
If a product is faulty, not as described, or otherwise does not meet applicable legal requirements, you may have additional rights and remedies.
15. Contact Us
For return, refund, cancellation, or product-related enquiries, please contact:
Havelloa
75 Brudenell Grove
Leeds LS6 1HR
United Kingdom
Email: contact@havelloa.uk
Phone: +44 18 4871 5161
Website: havelloa.uk