RETURNS & REFUND POLICY

Last updated: April 2026

This Returns & Refund Policy is in accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Right to Cancel (Cooling-Off Period)

As a consumer in the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is known as your statutory "cooling-off" period.

To exercise your right to cancel, you must inform us of your decision to cancel within 14 calendar days of the day on which you receive the goods. You can notify us by emailing support@thehanly.com.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

•       The item must be returned within 30 days of the delivery date.

•       The item must be unused, unworn, and in its original condition.

•       The item must be in its original packaging with all tags attached.

•       Proof of purchase (order number or receipt) must be provided.

We reserve the right to refuse a return if the item shows signs of use, damage, or missing packaging.

3. Non-Returnable Items

The following items are not eligible for return or refund:

•       Items that have been used, washed, or altered.

•       Items returned after 30 days of delivery.

•       Items purchased during final sale promotions (clearly marked at time of purchase).

4. How to Initiate a Return

To start a return, please follow these steps:

•       Email us at support@thehanly.com with your order number and the reason for your return.

•       Our team will respond within 2–3 business days with return instructions.

•       Package your item securely and send it to the return address provided by our team.

Please do not send items back without contacting us first, as we may not be able to process your refund.

5. Return Shipping Costs

If the item is faulty, damaged, or incorrect, we will cover the return shipping costs in full. For all other returns (e.g. change of mind), the cost of return shipping is the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

6. Refunds

Once we receive and inspect your return, we will notify you by email. If your return is approved, your refund will be processed within 14 days of us receiving the returned goods. Refunds will be issued to the original payment method used at checkout.

Please note that original shipping fees are non-refundable unless the return is due to a fault or error on our part.

7. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Please contact us within 30 days of receiving the item at support@thehanly.com, and provide photos of the fault or damage to help us resolve the issue as quickly as possible.

8. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

9. Contact Us

For returns and refund enquiries, please contact us at support@thehanly.com. Our team is available Monday to Friday, 9am–5pm (GMT).