Refund policy
Return and Refund Policy
HAVRELLORN
Last Updated: 19 October 2026
At HAVRELLORN, customer satisfaction is important to us. We are committed to providing a transparent, fair and straightforward returns and refunds process, ensuring that our customers can shop with confidence.
This Return and Refund Policy explains your rights and our procedures regarding order cancellations, returns, exchanges, faulty goods and refunds.
This policy is governed by applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy excludes, restricts or otherwise affects your statutory consumer rights.
1. Contact Information
For any questions concerning returns, refunds, exchanges or cancellations, please contact our customer support team.
Store Name: HAVRELLORN
Website: https://havrellorn.store
Email: support@havrellorn.store
Customer Service: Available via email.
Our customer support team will assist you with your request and provide the necessary return instructions.
2. Your Right to Cancel – 14-Day Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible goods online generally have the legal right to cancel their order without providing a reason.
You have 14 calendar days from the day after receiving your goods to notify us that you wish to cancel your purchase.
If your order contains multiple items delivered separately, the cancellation period generally begins on the day after you receive the final item.
To exercise your right to cancel, you must notify us of your decision before the cancellation period expires.
You may contact us at:
Your cancellation request should include:
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Your full name.
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Your order number, if available.
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The item or items you wish to return.
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A clear statement confirming your intention to cancel your purchase.
You are not required to provide a reason for exercising your statutory right to cancel.
You may also use the model cancellation form provided at the end of this policy, although its use is not mandatory.
3. Returning Goods After Cancellation
Once you have notified us of your intention to cancel, you must return the relevant goods without undue delay and no later than 14 calendar days after notifying us of your cancellation.
To arrange a return:
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Contact support@havrellorn.store to notify us of your cancellation.
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Our customer service team will provide the applicable return address and return instructions.
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Package the items securely to protect them during transit.
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Send the goods to the designated return address within the statutory return period.
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Retain your proof of postage and tracking information, where available.
You must not send goods to an address that has not been confirmed as an applicable return address.
We recommend using a tracked postal or courier service to help establish when the goods were dispatched and delivered.
Failure to use a tracked service does not automatically remove your statutory rights.
4. Condition of Returned Items
Customers have the right to inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
For clothing and footwear, this generally includes trying items on as you reasonably would in a physical retail shop.
We request that returned items are:
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Clean and properly packaged.
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Free from damage caused by unnecessary handling.
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Accompanied by their original accessories, where applicable.
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Returned with their original packaging and labels where reasonably possible.
Original packaging and labels are preferred but are not absolute requirements for exercising your statutory cancellation rights.
Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from the refund to reflect any resulting reduction in value, as permitted by law.
We will not automatically refuse a statutory cancellation solely because an item has been tried on, its packaging has been opened, or its original packaging is unavailable.
5. Return Shipping Costs
Where you exercise your statutory right to cancel because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, provided that we have informed you of this responsibility before your purchase.
The return shipping cost will depend on the postal or courier service selected and the applicable return destination.
Any special return shipping arrangements for goods that cannot normally be returned by post will be disclosed as required by applicable law.
Faulty, Incorrect or Misdescribed Goods
If an item is faulty, damaged, not as described or otherwise fails to meet applicable statutory requirements, HAVRELLORN will meet the reasonable return costs where legally required.
Please contact our support team before arranging a return so that we can provide suitable instructions.
We will not impose return costs on customers where doing so would conflict with their statutory rights.
6. Refund Eligibility
Customers may be entitled to a refund in circumstances including:
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Exercising their statutory right to cancel an eligible online purchase.
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Receiving goods that are faulty or damaged.
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Receiving goods that do not match their description.
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Receiving an incorrect item.
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Receiving goods that do not meet the quality or fitness requirements established by applicable consumer legislation.
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Other circumstances in which a refund is required by law.
Refund eligibility will be assessed in accordance with the circumstances of the purchase and the customer's statutory rights.
We will not impose additional conditions that unlawfully restrict your right to a refund.
7. Refund Processing Times
Where you exercise your statutory right to cancel, HAVRELLORN will issue the applicable refund without undue delay.
For goods that are to be returned, refunds will be made no later than 14 calendar days after:
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We receive the returned goods; or
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You provide evidence that you have sent the goods back, if this occurs earlier.
Where we have offered to collect the goods, the applicable refund deadline will be determined in accordance with the Consumer Contracts Regulations.
Refunds will normally be issued using the same payment method used for the original purchase, unless you have expressly agreed otherwise.
No refund administration fee will be charged for exercising your statutory right to cancel.
Once your refund has been issued, the time required for the money to appear in your account may depend on your payment provider or financial institution.
Your statutory right to receive a timely refund remains unaffected by payment processing arrangements.
8. Original Delivery Charges
Where you exercise your statutory right to cancel your entire eligible order, we will refund the payments required by law, including the applicable original standard delivery charge.
If you selected a premium delivery option, such as express shipping, we are not required to refund the additional amount exceeding the least expensive standard delivery option generally offered.
For example, where standard delivery was offered free of charge and you chose a paid express delivery service, the additional express delivery charge will not normally be refunded following a change-of-mind cancellation.
Different arrangements may apply where the goods are faulty, incorrectly supplied or otherwise do not conform to the contract.
Refunds for partial cancellations will be calculated in accordance with applicable law and the circumstances of the order.
9. Faulty, Damaged or Misdescribed Goods
Under the Consumer Rights Act 2015, goods supplied by HAVRELLORN must:
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Be of satisfactory quality.
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Be fit for their intended purpose.
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Match their description.
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Comply with other applicable contractual and statutory requirements.
If your purchase does not meet these standards, you may be entitled to a repair, replacement, price reduction or refund.
Short-Term Right to Reject – 30 Days
In qualifying circumstances, customers have a statutory right to reject goods that do not conform to the contract within 30 days of the relevant statutory starting date.
Where this right applies and is validly exercised, the customer is entitled to the appropriate refund.
Rights After 30 Days
After the initial short-term rejection period, customers may generally be entitled to request a repair or replacement.
Where a repair or replacement is unsuccessful, impossible, disproportionate or not provided within a reasonable time and without significant inconvenience, customers may be entitled to a price reduction or to exercise a final right to reject, subject to applicable law.
Faults Identified Within Six Months
Where a qualifying fault becomes apparent within six months of delivery, it will generally be presumed to have existed at delivery unless the retailer establishes otherwise or the presumption is incompatible with the nature of the goods or fault.
Claims After Six Months
Consumers may retain statutory remedies after six months, although the applicable evidential requirements may differ.
Depending on the jurisdiction and circumstances, legal claims concerning goods may be subject to limitation or prescription periods, commonly up to six years in England, Wales and Northern Ireland and five years in Scotland.
These periods do not constitute a guarantee that goods will remain free from defects for that length of time.
Your rights will depend on the nature of the fault, the goods involved and the applicable law.
10. Incorrect or Missing Items
If you receive an incorrect item or your order is incomplete, please contact:
Provide your order number, a description of the issue and any relevant supporting information.
Where helpful, photographs may assist us in resolving the matter, but we will not impose unreasonable evidential requirements that restrict your statutory rights.
If an item has been supplied incorrectly, we will arrange an appropriate resolution, which may include:
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Supplying the correct item.
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Supplying a missing item.
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Arranging a return at our expense where required.
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Issuing an applicable refund.
All resolutions will comply with relevant consumer protection legislation.
11. Exchanges
We understand that customers may occasionally wish to exchange an item for another size, colour or style.
To request an exchange, please contact:
Include your order number and details of the requested exchange.
Discretionary exchanges are subject to product availability and our agreement.
Where an exchange cannot be arranged, customers may use any applicable cancellation or refund rights.
Requests involving faulty or non-conforming goods will be handled in accordance with the Consumer Rights Act 2015.
Nothing in this section limits your statutory right to a repair, replacement, refund or other available remedy.
12. Exceptions to the Right to Cancel
Certain categories of goods are exempt from the statutory change-of-mind cancellation right under the Consumer Contracts Regulations.
Relevant exceptions may include:
Personalised or Custom-Made Goods
Goods made to the customer's specifications or clearly personalised may not qualify for the statutory change-of-mind cancellation right.
Sealed Goods for Health or Hygiene Reasons
Sealed goods that are unsuitable for return for health protection or hygiene reasons may be exempt once unsealed after delivery.
This exception may apply to certain sealed intimate apparel or other qualifying products where the legal conditions are satisfied.
It does not automatically apply to all clothing or to every item that has been tried on.
Other Statutory Exceptions
Other exceptions expressly provided for in applicable legislation may apply where relevant to the goods being sold.
These exceptions do not remove customers' statutory remedies where goods are faulty, misdescribed or otherwise fail to conform to the contract.
13. Sale and Promotional Items
Items purchased during promotions, seasonal sales, clearance events or with discount codes remain subject to applicable consumer protection law.
Customers retain their statutory cancellation rights for eligible online purchases, regardless of whether goods were purchased at a reduced price.
Customers also retain their rights regarding faulty or non-conforming goods.
Any additional promotional return terms will be communicated clearly and will not override statutory consumer rights.
14. Orders Cancelled Before Dispatch
If you wish to cancel an order before dispatch, please contact us as soon as possible at:
We will review the order status and, where possible, prevent dispatch.
If the order has already entered the fulfilment or shipping process, we may be unable to stop the shipment.
This does not affect your statutory right to cancel an eligible online purchase.
Where a valid cancellation is exercised, we will process the refund in accordance with applicable legal requirements.
15. Lost or Undelivered Orders
HAVRELLORN is responsible for ensuring that goods are delivered in accordance with applicable consumer legislation.
Where we arrange delivery using a carrier, responsibility for the goods generally remains with us until they come into the physical possession of the customer or a person identified by the customer to receive them, subject to relevant statutory exceptions.
If your order has not arrived, please contact:
We will investigate the delivery issue and work towards an appropriate resolution.
Where goods are lost or not delivered, customers may be entitled to replacement goods, cancellation or a refund depending on the circumstances and applicable law.
Customers will not be required to resolve disputes directly with our appointed delivery provider as a condition of exercising their statutory rights against HAVRELLORN.
16. International Returns
Customers ordering from outside the United Kingdom may be subject to additional delivery, customs or return arrangements.
Applicable consumer rights will depend on the customer's location, the governing mandatory consumer protection rules and the circumstances of the transaction.
Where international returns are permitted, customers should contact our support team for the appropriate return instructions.
Any applicable return shipping charges, customs formalities or other costs will be handled in accordance with the relevant laws and the information provided before purchase.
Nothing in this policy is intended to exclude mandatory consumer protections that apply in a customer's country of residence.
17. Proof of Purchase
To help us identify your order and process your request, we may ask for reasonable proof of purchase.
Acceptable evidence may include:
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An order confirmation email.
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An order number.
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A receipt.
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A payment confirmation.
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Other reasonable evidence demonstrating that the goods were purchased from HAVRELLORN.
A paper receipt is not always required where other suitable proof of purchase is available.
18. Refund Disputes and Complaints
If you are dissatisfied with the handling of a cancellation, return or refund request, please contact our customer support team.
Email: support@havrellorn.store
Please provide relevant details so we can investigate your concerns.
We aim to resolve complaints fairly, transparently and in accordance with applicable consumer legislation.
Nothing in this policy prevents customers from seeking assistance from relevant consumer protection bodies, obtaining independent legal advice or exercising their rights through the appropriate legal channels.
19. Statutory Consumer Rights
This policy is intended to comply with applicable United Kingdom consumer protection legislation, including:
Consumer Rights Act 2015
Establishes key legal requirements concerning the quality, description and fitness for purpose of goods, together with consumer remedies where those requirements are not met.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Establishes information requirements and cancellation rights for qualifying distance and off-premises contracts, including many online purchases.
Consumer Protection from Unfair Trading Provisions
Applicable legislation prohibits unfair commercial practices, including misleading information or conduct that unlawfully affects consumers' purchasing decisions.
Other Applicable Consumer Protection Legislation
HAVRELLORN will comply with other mandatory legal requirements relevant to its sales activities.
If any provision of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.
Nothing in this policy excludes or restricts any rights or remedies that cannot lawfully be excluded or restricted.
20. Changes to This Policy
HAVRELLORN may update this Return and Refund Policy to reflect changes in legislation, business operations or customer service procedures.
Any updates will be published on our website:
Changes will not retrospectively remove or reduce statutory rights arising from purchases already made.
We encourage customers to review this policy when placing an order.
21. Model Cancellation Form
You may use the following form to exercise your statutory right to cancel an eligible purchase.
You are not required to use this form. Any other clear statement communicating your decision to cancel will also be accepted.
To: HAVRELLORN
Email: support@havrellorn.store
I hereby give notice that I cancel my contract of sale for the following goods:
Order Number: ______________________
Description of Goods: ______________________
Ordered On: ______________________
Received On: ______________________
Customer Name: ______________________
Customer Address: ______________________
Date: ______________________
Signature: ______________________
(Signature required only where this form is submitted on paper.)
Please send your completed cancellation request to support@havrellorn.store.
22. Final Contact Information
If you require assistance with a return, exchange, refund or order cancellation, please contact our customer support team.
HAVRELLORN
Official Website: https://havrellorn.store
Customer Support Email: support@havrellorn.store
We are committed to providing a fair and transparent customer experience and respecting your rights under applicable United Kingdom consumer protection law.
© 2026 HAVRELLORN. All rights reserved.