Returns and refunds

Your right to cancel

You can cancel your order for any reason within 14 days of receiving it. Once you have told us, you have a further 14 days to send the item back. This is your right under UK consumer law and it applies whether the item is faulty or not.

How to start a return

1. Email support@haxole.co.uk with your order number and which item is coming back.
2. Tell us briefly why. It helps us improve, and for faulty items it speeds up the replacement.
3. We reply with the return address and instructions, usually the same working day.
4. Send the item back, and keep your proof of postage until the refund lands.

Condition of returned items

Items should come back unused and in their original packaging, with any seals and tags intact. You can open a box to inspect something, the way you would in a shop. If an item comes back damaged through use, we may reduce the refund to reflect the loss in value.

Who pays for return postage

If you have changed your mind, return postage is yours to cover. If the item is faulty, damaged in transit or not what you ordered, we cover it and refund any postage you paid.

Refunds

Refunds go back to your original payment method within 14 days of us receiving the item. Your bank may take a few more days to show it. If you paid for express delivery on a change-of-mind return, we refund the standard delivery cost rather than the express upgrade.

Damaged or faulty items

Email support@haxole.co.uk within 14 days of delivery with your order number and a photo. We will send a replacement or a full refund, whichever you prefer, and cover the return postage.

Items we cannot take back

Personalised products are made to your instructions, so they cannot be returned unless they arrive faulty or the personalisation is wrong. This does not affect your legal rights for faulty goods.