Returns & Refunds Policy

Last updated: 04/01/2026

This policy applies to all purchases made through Hacco.

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 of receiving your items, without giving a reason.

To cancel an order, please contact us at:
📧 [email protected]

Please include your order number and clearly state that you wish to cancel.

2. Returns Process

We do not publish a single fixed return address on our website.
This is because return arrangements may vary depending on the item type and order size.

Once you contact us, we will provide clear return instructions, which may include:

A return QR code for single-item returns

Collection from your address for larger or multiple-item orders

Return instructions are always provided by email.

3. Faulty or Incorrect Items (Free Returns)

If an item is:

Faulty

Damaged

Incorrect

Not as described

You will not be charged for the return.

We will either:

Provide a return QR code, or

Arrange free collection from your address

This is in line with the Consumer Rights Act 2015.

4. Change-of-Mind Returns (£4.99 Fee)

If you cancel your order because you have changed your mind:

A £4.99 return handling fee will be deducted from your refund

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

This fee covers return processing and logistics and does not apply to faulty or incorrect items.

5. Refunds

Once we receive the returned item or confirmation of collection:

Refunds are processed within 14 days

Refunds are issued via bank transfer to the original paying account

Original delivery charges are refunded (excluding any premium delivery options, where applicable)

6. Items That Cannot Be Returned

For hygiene and safety reasons, certain items may not be eligible for return unless faulty.
Any such exclusions will be clearly stated on the product page before purchase.

7. How to Arrange a Return

To arrange a return or collection, please contact:
📧 [email protected]

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