Returns & Refunds Policy

Last updated: 04 January 2026

This policy applies to all purchases made through Hacco, operated by HACCO LTD.

1. Your Right to Cancel (14 Days)

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

To exercise your right to cancel, you must inform us of your decision by email at:

📧 [email protected]

Please include your order number and a clear statement that you wish to cancel your order.

You must return the goods to us without undue delay and no later than 14 days after informing us of your cancellation.

2. Returns Process

We do not publish a fixed return address on our website. Return instructions are provided after a return request has been submitted and approved.

Once you contact us, we will provide clear return instructions by email. Depending on the order, this may include:

A return QR code for single-item returns

Collection from your address for larger or multiple-item orders

A specific return address

Returns must not be sent without prior authorisation, as this may delay processing.

3. Faulty, Damaged or Incorrect Items (Free Returns)

If an item is:

Faulty

Damaged

Incorrect

Not as described

You are entitled to a remedy under the Consumer Rights Act 2015.

In such cases, we will:

Provide free return arrangements, or

Arrange collection at no cost to you

You will not be charged any return fee for faulty or incorrect items.

4. Change-of-Mind Returns

If you cancel your order under the 14-day cooling-off period because you have changed your mind:

You are responsible for returning the goods

A £4.99 return handling fee may be deducted from your refund to cover return processing and logistics costs

Items must be unused, unworn, and in their original condition

You may be responsible for any diminished value of goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

This fee does not apply to faulty, damaged, or incorrect items.

5. Refunds

Once we receive the returned goods, or receive evidence that the goods have been returned, refunds will be processed within 14 days.

Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed.

Original standard delivery charges will be refunded in accordance with the Consumer Contracts Regulations. Any premium or upgraded delivery charges are non-refundable.

6. Items That Cannot Be Returned

Certain goods may not be eligible for return, including:

Sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed

Personalised or custom-made items

Items clearly marked as non-returnable before purchase

Any exclusions will be clearly stated on the product page prior to purchase.

This does not affect your statutory rights in relation to faulty or misdescribed goods.

7. How to Arrange a Return

To arrange a return or collection, please contact:

📧 [email protected]

Our support team will provide the appropriate return instructions and guide you through the process.