Returns Policy
Returns and Refunds Policy
If Something Has Gone Wrong
We want you to be completely happy with your purchase. If you have missed the statutory 14‑day return window due to unforeseen or unfortunate circumstances, please contact us and we will review your situation to see whether we can help.
This does not affect your statutory consumer rights, which are explained in full below.
Right to Cancel (Consumer Contracts Regulations)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.
To exercise this right, you must notify us in writing within the 14‑day cancellation period.
Conditions for Returns
To qualify for a return under the change‑of‑mind cancellation right:
- Items must be returned within 14 days of delivery
- Products must be unused and unopened
- All original packaging must be intact
- Any tamper‑evident seal must be unbroken
- Returns must be authorised in advance, to prevent loss in transit
For safety and hygiene reasons, we are unable to accept change‑of‑mind returns for products that have been opened, used, or are not in resaleable condition.
This does not affect your statutory rights if goods are faulty, damaged, or not as described.
How to Request a Return
To request a return, please email:
returns@haseyaglobal.com
Please include your order number in the subject line.
Once your request has been reviewed, we will provide return instructions.
Returns sent without prior authorisation may not be accepted or refunded.
Cancellations Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
If the order has already been shipped, it must be returned in accordance with the conditions set out in this policy.
Refunds
Once returned items are received and inspected, refunds will normally be processed within 7 working days.
Refunds will be issued to the original payment method, unless otherwise agreed.
Where appropriate, store credit may be offered only by mutual agreement.
Return Postage Costs
Customers are responsible for return postage costs for change‑of‑mind returns.
This does not apply where goods are faulty, damaged, or not as described.
If the return is due to an error on our part (such as incorrect or damaged items), reasonable return postage costs will be refunded. Please include a photo in your email.
Faulty, Damaged or Incorrect Goods
If your goods are faulty, damaged, or not as described, please contact us as soon as possible so we can arrange an appropriate remedy in line with the Consumer Rights Act 2015.
Depending on the circumstances, this may include repair, replacement, or refund.
Product Use and Individual Sensitivities
We cannot accept responsibility for allergic reactions or individual sensitivities.
This does not affect your rights where a product is faulty or not as described.
Before purchase and use, customers are advised to:
- Review all product descriptions and ingredient information
- Seek professional medical advice if pregnant, taking medication, or managing a medical condition
- Review the information provided for the specific product being purchased to ensure suitability
- Avoid opening or consuming products unless satisfied they are suitable
Return Packaging and Transit Responsibility
Returned items must be securely packaged to prevent damage in transit.
We strongly recommend obtaining proof of postage.
We cannot be responsible for items lost or damaged while being returned to us.
Refused Deliveries
Refusing delivery does not constitute a valid cancellation or return.
Any costs incurred as a result of refused delivery — including return shipping or handling fees — may be deducted from the refund.
This applies where the refusal is not related to damage or error on our part.
Your Statutory Rights
This policy operates in accordance with the Consumer Contracts Regulations (CCR) and the Consumer Rights Act 2015. Nothing in this policy affects your legal rights.
Contact
If you have questions about returns or refunds, please contact us at:
hello@haseyaglobal.com