This policy sets out your right to cancel an order and return goods to Halstrom & Vale. It sits alongside your legal rights and does not replace them.
Your right to cancel
You have 14 days from the day your order is delivered to tell us you wish to cancel. You do not need to give a reason.
To cancel, email us at admin@halstromvale.com with your order number. Once you have told us, you then have a further 14 days to send the goods back.
Return postage is paid by you
You are responsible for the cost of returning goods to us when you change your mind. We do not provide free returns labels and we do not reimburse return postage on cancelled orders.
The parcel remains your responsibility until it reaches us. We strongly recommend a tracked and insured service, and that you keep your proof of postage. If a return is lost or damaged on its way back to us and you cannot evidence that you sent it, we may not be able to refund you.
Condition of returned goods, and deductions for use
Goods must be returned unused, undamaged and complete, with all original packaging, labels and any protective seals intact.
You may handle goods only as much as you reasonably would in a shop, in order to establish their nature, characteristics and function. Inspecting an item, unwrapping it carefully and handling it to see how it looks and feels is fine.
If the value of the goods is reduced because they have been handled or used beyond that, we will deduct that reduction in value from your refund. For cookware, knives, tableware and storage, this includes but is not limited to items that have been:
- cooked with, heated, or put on a hob or in an oven
- eaten from, served on, or used to prepare food
- washed, put through a dishwasher, or submerged in water
- cut with, sharpened, or used on a board or surface
- scratched, chipped, dented, stained, scorched or otherwise marked
- stripped of protective film, wrapping or sealed packaging that cannot be reinstated
- engraved, personalised, or altered in any way
The deduction reflects the difference between what you paid and what the item is now worth to us in its returned condition. Where an item has been used to the point that it cannot be resold, the deduction may be the full value of the item. We will tell you the amount and the reason before issuing your refund.
Your refund
We will refund the price you paid for the goods, less any deduction described above, together with the standard delivery charge you paid on the original order. If you chose an upgraded or express delivery service, we refund only the cost of our standard option, not the difference.
Refunds are issued to your original payment method within 14 days of us receiving the goods back, or from the day you supply proof that you have sent them, whichever is earlier.
If you return only part of an order, the delivery charge is not refunded.
Items that cannot be cancelled
The right to cancel does not apply to goods that are made to order or personalised, sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed, or goods which are liable to deteriorate or expire rapidly.
Faulty, damaged or incorrect items
This is different from changing your mind, and you will not be out of pocket. If an item arrives faulty, damaged, or is not what you ordered, contact us within a reasonable time and we will cover the cost of returning it and refund, repair or replace it. No deduction is made in these cases. Photographs of the fault or damage help us deal with it quickly.
Returns address
Please contact us before sending anything back, so we can confirm the return address and log your return.
Halstrom & Vale
23 Watton Road
Knebworth
SG3 6AH
United Kingdom
Contact
Email: admin@halstromvale.com
Halstrom & Vale is a trading name of Harrison Meredith.
Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.