At healls.store, we aim to make the refund process clear and straightforward for our customers. This policy explains how refund requests relating to purchases made through our website are reviewed and processed.

1. Refund Eligibility

Customers may be eligible for a refund in accordance with our Return Policy and applicable UK consumer protection laws.

Refunds may be available in the following circumstances:

  • An eligible return submitted within our 30-day return period.
  • Products received damaged, defective, incorrect, or not as described.
  • Order cancellations or the exercise of the legal right to cancel where a refund is required by law.
  • Any other circumstances in which a refund is required under applicable legislation.

Returned items must meet the applicable return conditions, except where those conditions cannot legally be imposed.

2. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer support team at support@healls.store.
  2. Provide your order number and the email address used when placing your order.
  3. Explain the reason for your refund request.
  4. Include photographs or other supporting evidence if the product received is damaged, defective, or incorrect.
  5. Follow the return instructions provided by our customer support team if the product needs to be sent back.

We will review your request and inform you of the next steps.

3. Refund Processing Time

Approved refunds are generally processed within 4–6 business days after the returned item has been received and inspected.

Where a refund is due without the product being returned, or where applicable UK law requires a different timeframe, the relevant legal requirements will apply.

After we initiate the refund, the time it takes for the funds to appear in your account may depend on your bank or payment provider.

4. Refund Method

We currently accept payments through Afterpay and Stripe, subject to the payment methods displayed at checkout.

Approved refunds are generally issued through the original payment method used for the purchase, via the relevant payment provider.

Refunds cannot normally be transferred to another payment method unless permitted by the payment provider and applicable law.

Please ensure that your original payment account remains accessible while your refund is being processed.

5. Return Shipping Costs

We offer free returns throughout the United Kingdom for eligible returns, in accordance with our Return Policy.

Where a product is defective, damaged, incorrect, or not as described, return arrangements and any applicable costs will be handled in accordance with UK consumer protection laws.

6. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, incorrect, or not as described, please contact us at support@healls.store.

Include your order number and a description of the issue. Photographs may also be requested to help us assess your claim.

We will review your request and offer an appropriate solution in accordance with applicable UK law. Depending on the circumstances, this may include a refund, replacement, repair, or another remedy required by law.

Nothing in this policy limits your statutory rights concerning faulty or misdescribed goods.

7. Order Cancellations and the Right to Cancel

If you wish to cancel an order, please contact us as soon as possible. We will let you know whether the order can still be cancelled before dispatch.

For most eligible online purchases made by consumers in the United Kingdom, a legal cancellation period of 14 days generally applies from the day after the goods are received, subject to statutory exceptions.

Where the legal right to cancel applies, customers must notify us within the applicable cancellation period. Refunds will be processed in accordance with the relevant legal requirements.

Our voluntary 30-day return period does not replace or reduce any mandatory statutory consumer rights.

8. Circumstances Where a Refund May Be Refused

A refund for a change of mind may not be available if the request is made after our voluntary 30-day return period or if the applicable return conditions have not been met, unless a refund is required by law.

Certain products may be excluded from the statutory right to cancel where a specific legal exception applies.

These exceptions do not remove customers’ applicable legal rights regarding faulty, damaged, or misdescribed products.

9. Missing or Delayed Refunds

If you have not received your refund within the expected processing period, please follow these steps:

  1. Check your original payment account.
  2. Contact your bank or payment provider to ask whether the refund is pending.
  3. If the refund is still not visible, contact us at support@healls.store and provide your order number.

We will review the transaction and provide the available information about your refund status.

10. Changes to This Refund Policy

We may update this Refund Policy to reflect changes in our business procedures or legal obligations.

Any updates will be published on this page along with a revised last-updated date.

No changes to this policy will remove mandatory consumer rights that apply to purchases already made.

11. Contact Us

If you have any questions about refunds, returns, or an existing order, please contact us using the details below.

Business Name: healls.store

Legal Business Name: YOUR BUSINESS NAME

Website: https://healls.store

Email Address: support@healls.store

Telephone: +33 1 48 63 84 30

Business Address: United Kingdom (UK)

Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK local time)

Live Chat Support: 24/7

Time Zone: Europe/London (GMT)

We aim to respond to customer enquiries within 24–48 business hours.