Returns & Refund Policy

At Harrington & Vale, we want you to shop with confidence. This policy explains how cancellations, returns and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

Your Right to Cancel

If you purchase goods from us online, you generally have the right to change your mind and cancel your purchase without giving a reason.

You must inform us that you wish to cancel within 14 days of receiving your goods.

Once you have informed us of your decision to cancel, you have a further 14 days to return the goods.

To start a return, please contact our Customer Care team:

Email: customercare@harrington-vale.com

Customer Care Hours:
Monday–Friday: 10:00 am–6:00 pm (UK time)

Please provide your name, order number and the item(s) you wish to return.

Our Customer Care team will provide you with the appropriate return instructions.

Please contact Customer Care before sending any item back to us.

Change-of-Mind Returns

You may inspect and try on clothing as you reasonably would in a shop.

For change-of-mind returns, please take reasonable care of the goods while they are in your possession.

Where reasonably possible, returned items should be:

unworn, except for reasonable fitting;
unwashed;
unaltered;
free from avoidable damage, marks or strong odours; and
returned with their original tags where these have not reasonably needed to be removed.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics or fit, and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

Return Costs for Change-of-Mind Returns

If you are returning an item because you have changed your mind, including where you would prefer a different size or colour, you are responsible for the direct cost of returning the item.

Please contact Customer Care before arranging your return so that we can provide the appropriate return instructions.

Size and Colour Changes

We do not offer direct exchanges where you simply wish to change the size or colour of an item that was correctly supplied.

If you would like a different size or colour, please:

contact our Customer Care team;
return the original item in accordance with our return instructions;
receive your refund in accordance with this policy; and
place a new order for your preferred size or colour.

Faulty, Damaged, Incorrect or Not-as-Described Items

If you receive an item that is faulty, damaged, incorrect or not as described, please contact our Customer Care team as soon as reasonably possible.

Please provide your order number and details of the problem. We may reasonably ask you to provide photographs or other information to help us understand and resolve the issue.

Where we are responsible for the problem, you will not be required to bear the necessary cost of returning the affected item or correcting the issue.

Where appropriate, we may arrange for the correct item or a replacement to be supplied without additional cost to you.

If you do not wish to receive a replacement, or where another statutory right applies, we will handle your request in accordance with your rights under UK consumer law.

Our policy of not providing direct exchanges for voluntary size or colour changes does not affect your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.

Care of Items Being Returned

Please take reasonable care of any item that is to be returned to us, including where you are contacting us because the item is faulty, damaged, incorrect or not as described.

Items should be kept in a reasonable condition and, where practicable, returned securely packaged to prevent avoidable damage during transit.

Please do not deliberately damage, alter, wash or continue to use an item unnecessarily after identifying an issue with it.

Where an item was faulty, damaged, incorrect or not as described when supplied, your statutory rights will not be affected simply because you reasonably handled or tried on the item in order to inspect it or discover the problem.

This does not make Harrington & Vale responsible for damage subsequently caused by misuse, deliberate damage, improper care or other actions by the customer that are unrelated to the original fault or non-conformity.

Refunds

Where you validly cancel and return an order, we will process any refund due to you without undue delay.

For returned goods, the refund will be made no later than 14 days after the day on which we receive the goods back or, if earlier, the day on which you provide evidence that you have sent the goods back, in accordance with applicable UK consumer law.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise expressly agreed and permitted by law.

We will not require you to accept store credit where you are legally entitled to a monetary refund.

Free Standard Delivery

Harrington & Vale provides free standard delivery on all orders.

As no standard outbound delivery charge is paid by the customer, there is no standard outbound delivery charge to reimburse when an order is cancelled.

This is separate from the cost of returning an item following a change of mind, which remains the customer's responsibility as explained above.

Payment Provider Processing Times

Once Harrington & Vale has issued your refund, your bank, card issuer or payment provider may require additional time to credit the funds to your account.

Any additional processing time imposed by your payment provider is outside our direct control.

If you believe your refund is overdue, please contact our Customer Care team.

Your Statutory Rights

Nothing in this policy is intended to exclude, restrict or replace your statutory rights.

UK consumers have legal rights in relation to goods purchased online and goods that are faulty, not of satisfactory quality, not as described or otherwise do not conform to the contract.

Contact Us

For cancellations, returns, refunds, incorrect orders, damaged goods or any other issue relating to your order, please contact:

Harrington & Vale — Customer Care