We want customers to feel confident when purchasing children’s clothing from us. This Return & Refund Policy explains the conditions, procedures, and responsibilities that apply when returning products purchased from our website.
Company: Haverley
Address: 73 HALLIWICK ROAD, LONDON, N10 1AA
Email: support@haverley.online
Telephone: +44 7849733238
1. Right to Cancel
Customers in the United Kingdom may have the right to cancel an online order within 14 days from the day the goods are received, subject to applicable consumer protection laws and the exceptions described in this policy.
If an order contains multiple items delivered separately, the cancellation period may begin from the date the final item from the order is received.
To exercise your right to cancel, please contact us clearly stating that you wish to cancel your purchase. You may contact us by email or telephone using the contact details provided above.
2. Return Period
After notifying us that you wish to cancel or return an eligible order, the goods should be returned within 14 days.
Returns sent outside the applicable return period may not be accepted unless the product is faulty, damaged, incorrectly supplied, or your statutory rights otherwise apply.
We recommend contacting us before sending any return so that we can provide the appropriate return instructions.
3. Eligibility for Returns
To help us process your return efficiently, returned products should, where reasonably possible:
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Be returned in their original condition.
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Be unworn other than for reasonable fitting or inspection.
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Be unwashed.
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Be free from stains, odours, marks, pet hair, or other signs of use.
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Include original tags where they remain attached.
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Include any accessories or components supplied with the product.
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Be packaged carefully to prevent damage during return transportation.
You are permitted to inspect clothing in the same way that you would reasonably inspect it in a physical shop. However, excessive handling that reduces the value of the product may affect the amount refunded where permitted by law.
4. Children’s Clothing and Hygiene
Because we sell children’s clothing, customers should take particular care when trying on products.
For hygiene reasons, certain products may not be eligible for return once opened, worn, or used where an applicable legal hygiene exception applies.
Where a product is supplied sealed for health or hygiene protection, the right to cancel may not apply after the seal has been removed where permitted by law.
This does not affect your legal rights if the product is faulty, damaged, defective, or not as described.
5. Non-Returnable Products
Subject to applicable consumer law, we may be unable to accept returns for:
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Products made or personalised specifically for the customer.
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Products that have been altered at the customer’s request.
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Sealed hygiene-sensitive products where the seal has been removed and a legal hygiene exception applies.
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Products damaged through misuse, neglect, improper washing, incorrect storage, or normal wear and tear.
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Products that are not returned because they have been lost after delivery to the customer.
Any statutory rights relating to faulty or misdescribed goods remain unaffected.
6. Faulty, Damaged or Incorrect Products
Please contact us as soon as reasonably possible if you receive an item that is:
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Faulty.
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Damaged.
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Defective.
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Incorrect.
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Missing from your delivery.
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Materially different from its description.
When contacting us, please provide sufficient information to identify the order and explain the problem.
We may request photographs or other reasonable information to help us assess the issue before arranging the appropriate solution.
Depending on the circumstances and your legal rights, an appropriate remedy may include a refund, repair, replacement, or another solution required under applicable consumer law.
7. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights under applicable United Kingdom consumer protection legislation.
Goods supplied to consumers must meet applicable legal requirements, including being of satisfactory quality, fit for their intended purpose where relevant, and as described.
If goods do not meet these requirements, you may have legal rights that are separate from the standard cancellation rights described in this policy.
8. Returning an Item
Before returning an item, please contact us at:
You may also contact us by telephone at:
+44 7849733238
Please provide sufficient information for us to identify your order and the item being returned.
Returns should only be sent in accordance with the return instructions provided by us.
Please package products securely so that they are protected during transportation.
9. Responsibility for Return Costs
Where you are returning an item because you have changed your mind and the product is not faulty, you may be responsible for the direct cost of returning the item where permitted by law.
Where an item is faulty, damaged, defective, incorrectly supplied, or otherwise requires us to bear the return costs under applicable consumer law, we will handle the return costs in accordance with our legal obligations.
Please contact us before returning a faulty or incorrect product.
10. Proof of Return
When you are responsible for arranging the return shipment, we strongly recommend keeping reasonable evidence that the parcel has been returned.
This may include:
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A postal receipt.
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A courier receipt.
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A tracking reference.
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Other evidence showing that the return was sent.
You may remain responsible for the returned goods until they are delivered to us where applicable.
We cannot reasonably process a return that we have not received unless you can demonstrate that the goods were returned in accordance with the applicable requirements.
11. Inspection of Returned Products
Returned products may be inspected after they are received.
The inspection may confirm:
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The identity of the returned product.
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Its physical condition.
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Whether all relevant items have been returned.
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Whether the product shows signs of use beyond reasonable inspection.
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Whether the return relates to a reported fault, defect, or damage.
Inspection of a return does not affect any rights you have under applicable consumer law.
12. Refund Amount
Where you validly cancel an eligible order, we will refund the amounts that we are legally required to refund.
Where applicable, this may include the purchase price of the returned goods and the cost of the standard delivery method originally offered.
If you selected a more expensive delivery service than our standard delivery option, any additional delivery cost may not be refundable where permitted by law.
If the value of returned goods has been reduced because they were handled beyond what was necessary to establish their nature, characteristics, and functioning, we may make an appropriate deduction where permitted by law.
13. Refund Processing
Approved refunds will normally be issued using the same payment method used for the original purchase unless another method is expressly agreed and legally permitted.
We may be entitled to withhold a refund until we receive the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.
After we issue a refund, the time required for the amount to appear in your account may depend on your bank, card issuer, or payment provider.
14. Refunds for Faulty Goods
Different legal rules may apply when goods are faulty rather than simply unwanted.
Where a product is confirmed to be faulty, defective, not as described, or otherwise not compliant with applicable consumer law, we will provide the remedy required by law based on the circumstances.
Depending on when the fault is reported and the nature of the problem, you may be entitled to a refund, repair, replacement, or other appropriate remedy.
15. Exchanges
If you would like a different size, style, or item, please contact us before returning the original product.
Availability of replacement products cannot be guaranteed.
Where a direct exchange cannot be provided, you may need to return the eligible item in accordance with this policy and place a separate order for the replacement product.
Any refund for the original purchase will be processed in accordance with this policy.
16. Sale and Discounted Products
Sale or discounted products are subject to the same statutory consumer rights as full-price products.
An eligible discounted product may still be returned in accordance with applicable cancellation rights unless a lawful exception applies.
Where a product was discounted because of a specific defect that was clearly disclosed to you before purchase, you may not be entitled to claim a remedy solely because of that disclosed defect.
Other statutory rights remain unaffected.
17. Refused or Undeliverable Parcels
If a parcel is refused, unclaimed, or returned because delivery could not be completed, please contact us.
We will review the circumstances after the parcel is returned.
Any refund will be handled in accordance with applicable law and may take account of costs that we are legally permitted to deduct.
This section does not affect your rights where delivery failure resulted from an error for which we are responsible.
18. Orders Returned Without Contacting Us
Sending goods back without first contacting us may delay the return process because we may not immediately be able to identify the customer, order, or reason for the return.
Where possible, please contact us before returning any product and include sufficient information for us to identify your order.
Your statutory rights are not removed merely because you did not contact us before exercising a legal right.
19. Lost or Damaged Return Parcels
If you arrange your own return shipment, please package the goods securely and use an appropriate delivery service.
Where a return parcel is lost or damaged while being transported by a carrier chosen by you, responsibility may depend on the circumstances and applicable law.
Please retain your return receipt and tracking information until your return and refund have been completed.
20. Contact Us About Returns and Refunds
If you have questions about a return, cancellation, refund, faulty product, damaged delivery, or incorrect order, please contact us using the following information:
Haverley
73 HALLIWICK ROAD
LONDON
N10 1AA
United Kingdom
Email: support@haverley.online
Telephone: +44 7849733238
Please provide sufficient order information when contacting us so that we can identify your purchase and assist you efficiently.