Refund policy

Last Updated: 21 August 2026

HaloYard offers a straightforward return process. This policy is in addition to, and does not affect, your statutory rights under UK consumer law.

Order cancellations

An order can be cancelled within 24 hours of being placed by emailing info@haloyard.com with the order number. After 24 hours the order may already be in preparation and cancellation cannot be guaranteed. Once an order has been dispatched it cannot be cancelled, but it can be returned after delivery under the terms below.

30 day returns

Returns are accepted within 30 days of the day an order arrives. To be eligible, items must be unused, in their original condition, and returned with all original packaging, tags and accessories.

Restocking fee: none. We do not charge restocking fees.

Return costs

Damaged, defective or incorrect items: no cost to the customer. Return postage is covered by us, and the item is replaced or refunded in full.

Change of mind: the customer is responsible for the actual cost of return postage. Original outbound shipping is not refunded.

How to return an item

Every return must be arranged by email first. Please do not send a parcel back before contacting us, as the correct return address depends on the item and unannounced parcels cannot be received or processed.

1. Email info@haloyard.com with the order number and the reason for the return.
2. Wait for our return authorisation email. It confirms the correct return address and the instructions for your item.
3. Repack the item securely in its original packaging, including all accessories and documents.
4. Send it back using the instructions provided in that email.

Refund process

Inspection: once a return is received it is inspected against the criteria above.
Refund timing: after approval, refunds are issued within 7 working days. The time it then takes to appear depends on the bank or payment provider.
Refund method: refunds are always issued to the original payment method. Refunds on Klarna orders are returned to Klarna, which then adjusts the remaining instalment plan. Store credit is not offered in place of a refund unless specifically requested by the customer.

Exchanges

Exchanges are accepted. Email info@haloyard.com to exchange an item for a different size, colour or product.

Order not delivered

If an order has not arrived within the expected delivery window, email info@haloyard.com with the order number. We will investigate with the carrier. If the package is confirmed lost, a full refund is issued to the original payment method or a replacement is sent at no additional cost. Delivery timings are set out in our Shipping Policy.

Non returnable items

For hygiene and safety reasons a small number of items cannot be returned once opened. Any such item is clearly marked as non returnable on its product page. Nothing in this section affects statutory rights in respect of faulty goods.

Changes to this policy

We reserve the right to update this Refund Policy at any time. Changes appear on this page with a revised Last Updated date. Continued use of the website following any change constitutes acceptance. Common questions are answered on our FAQ page.

Contact information

Address: HaloYard, 6a The Oval, Stevenage, Hertfordshire, SG1 5RB, United Kingdom
Email: info@haloyard.com
Phone: +44 20 3376 2545
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT)

Please contact us before sending a return. The correct return address depends on the item, so email info@haloyard.com first and we will confirm where to send it and send you instructions.

We do our best to reply to your e-mail within 1 to 2 business days.