Refund policy

Your Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. This cancellation period will expire 14 days after the day you receive your goods.

To exercise your right to cancel, you must inform us by a clear statement, such as an email to hallstona@outlook.com. You may use the model cancellation form below, but it is not obligatory.

How to Return Items

To initiate a return, please contact us first at hallstona@outlook.com to notify us of your return. Once you have done this, please send the items to the following address:

84 Rudgard Avenue,
Lincoln,
LN3 4JG,
United Kingdom

Items must be returned within 14 days of notifying us of your cancellation. Please ensure that items are in their original, unused condition with all tags attached. We recommend keeping proof of postage, as we cannot be responsible for items lost in transit.

Return Shipping Costs

You are responsible for the cost of returning items to us, unless the items are faulty, damaged, or incorrect. If you received free delivery on your original order, we may deduct the standard delivery cost of £6.99 from your refund, as permitted under the Consumer Contracts Regulations 2013.

Refunds

We will process your refund within 14 days of receiving the returned items or evidence that you have sent them back. Refunds will be issued to your original payment method. Please allow 5-10 working days for the refund to appear in your account, depending on your payment provider.

We may reduce your refund if the value of the goods has been diminished by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you have the right to:

Short-term right to reject: within 30 days of delivery for a full refund.
Right to repair or replacement: after 30 days.
Right to price reduction: if repair/replacement is not possible or unsuccessful.

If you receive a faulty, damaged, or incorrect item, please contact us at hallstona@outlook.com within 48 hours of delivery. We will cover the return shipping costs for faulty, damaged, or incorrect items.

Exclusions

Items that have been worn, washed, altered, or damaged by you.
Personalised or custom-made items (unless faulty).
Perishable goods.
Sealed hygiene items that have been opened (e.g., earrings, underwear).

None of these exclusions affect your statutory rights for faulty goods.

Model Cancellation Form

To: Theresa Hall, hallstona@outlook.com
I hereby give notice that I cancel my contract for the purchase of [Item description], ordered on [Order date], received on [Delivery date].
Name: [Your Name]
Address: [Your Address]
Date: [Today's Date]