Refund policy
Thank you for shopping at Hale & Ellery. We take pride in providing you with high-quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.
Applicability of the Return Policy:
This return policy is applicable to all customers purchasing products from Hale & Ellery.
Customers can return products within 30 days of receipt. Returns beyond this period may not be accepted.
Products must be returned in their original condition, unused, and in their original packaging. Items that are damaged, altered, or not in a resellable condition may not be eligible for a return. You will also need the receipt or proof of purchase.
To initiate a return for an exchange or refund, please email us at info@haleandellery.com, stating your reason for return and attaching images or a video of the product where applicable. Please also provide your order number.
If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returns should be sent to our central warehouse in Asia. Further details will be provided upon approval of your return request.
If the return is initiated by the customer, the customer will be responsible for the return shipping costs. The exact cost will depend on the courier or shipping provider selected.
If the customer simply no longer wants the product or wishes to return it without a product-related issue, the customer is responsible for the return shipping costs.
If the return is due to an error on our part, such as receiving a damaged or incorrect item, the customer will not be required to cover the return shipping costs.
When returning items to us, it is essential to use a shipping method that provides a tracking number. This allows both you and us to monitor the parcel's progress and confirm its delivery.
Please note that without a valid tracking number, we may be unable to locate your return and therefore may not be able to process a refund or exchange.
We also strongly recommend selecting a courier service that includes compensation in the event of loss or damage during transit.
To avoid delays, please ensure that your package is securely wrapped, as we cannot accept or refund items that arrive damaged due to insufficient return packaging.
Damages:
Please inspect the packaging and contents of your order upon arrival. If you notice any damage or other issues, please contact us.
If your item arrives damaged or with another issue, please send clear photos of the damage along with a brief description to info@haleandellery.com.
If your item arrives damaged or is not what you ordered, please email us within 24 hours of delivery with:
- Clear photos or videos of the issue
- A brief explanation of the problem
- Your order number
We will offer a replacement or full refund, depending on your preference.
Please also inspect your order upon delivery and report any product quality concerns within 7 days. If issues are not reported within this timeframe, we may be unable to provide a refund, replacement, or return.
Exchange Products:
If you prefer to exchange an item, please indicate this when initiating your return request. Exchanges are subject to product availability.
Order Cancellations:
Please note that we are unable to cancel orders once they have entered processing. Our system begins processing orders quickly to ensure efficient dispatch.
If you have any concerns about your order, please contact us as soon as possible at info@haleandellery.com with your order details.
Received the Wrong Product:
We follow careful order-picking procedures to ensure every product in your order is correct, but occasionally mistakes can occur.
If you receive an incorrect item, please contact us at info@haleandellery.com with your order details and photos of the item received.
Depending on the circumstances, you may be offered the option to keep the incorrect item with a partial refund or request the correct item. Where applicable, we will arrange for the correct item to be sent or issue a full refund.
Refunds:
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, you will automatically be refunded to your original payment method within 5 to 7 business days.
Please remember that it may take additional time for your bank or credit card provider to process and post the refund to your account.
If more than 7 business days have passed since we approved your refund, please contact us at info@haleandellery.com.
At Hale & Ellery, your satisfaction is important to us. We are committed to providing a transparent and fair return and refund process.
If you have any further questions or concerns regarding this policy, please contact us at info@haleandellery.com.