Refund policy

We offer a 30 day return window. You have 30 days from the date you receive your item to request a return.

To be eligible, items must be unused, unworn, in their original condition, and returned in the original packaging, with proof of purchase.

To start a return, please contact us at matt@haleair.co.uk. If your return is approved, we will provide a return shipping label along with instructions on how and where to send your item. Returns sent without prior approval cannot be accepted.

If you have any questions about returns, you can always contact us at matt@haleair.co.uk.

Damages and issues

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can assess the issue and make it right.

Non-returnable items

Certain items cannot be returned, including:

  • Custom or personalised products, including engraved items

  • Sale items and gift cards

Engraved items are made to order and permanently customised to your specifications. As a result, they cannot be resold or restored to their original condition, which means we are unable to accept returns on engraved pieces unless they arrive faulty or damaged.

If you are unsure whether your item is eligible for return, please get in touch before placing your order.

Exchanges

The quickest way to receive a replacement is to return your item for a refund and place a new order once the return is approved.

European Union 14 day cooling off period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason. Returned items must be unused, in their original condition and packaging, with proof of purchase.
This right does not apply to personalised or engraved items.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since your return was approved, please contact us at matt@haleair.co.uk.