Refund & Returns Policy

Last updated: July 2026

At HARLEN, we want you to be completely satisfied with your purchase. This policy sets out your rights when returning goods bought from our online store, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Your Right to Cancel

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This cancellation period expires 14 days from the day on which you, or a third party nominated by you, takes physical possession of the goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. a letter sent by post or email). You can contact us at: hello@harlen.co.uk

Returning Your Items

Once you have notified us of your cancellation, you must return the goods to us without undue delay and no later than 14 days after the day on which you communicated your cancellation. You are responsible for the direct cost of returning the goods unless the item is faulty or not as described.

Items must be returned:

• In their original condition and packaging where possible
• Unused and undamaged
• With proof of purchase included

Refunds

We will process your refund within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have returned the goods, whichever is earlier. Refunds will be made to the original payment method used at checkout.

We reserve the right to make a deduction from the refund if the value of the goods has been reduced as a result of unnecessary handling by you beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Please contact us within 30 days of receipt at hello@harlen.co.uk with your order number and a description (and photos where possible) of the issue.

Non-Returnable Items

The following items cannot be returned unless faulty:

• Items that have been used or assembled
• Items returned without original packaging where hygiene is a concern
• Digital products or downloadable content once accessed

Contact Us

If you have any questions about our returns process, please get in touch at hello@harlen.co.uk. We aim to respond to all enquiries within 2 business days.