Returns & refunds

Returns & Refund Policy

This policy applies to consumer purchases from Halvane Living Ltd, trading as Halvane Living.

We sell products from specialist suppliers, and some orders are delivered directly by the manufacturer or its delivery partner. Your purchase is with Halvane Living, and we remain responsible for handling your cancellation, return, refund and statutory product rights.

Nothing in this policy limits your rights under UK consumer law.

1. Changing your mind

For most products purchased online, you may cancel your order without giving a reason from the time you place it until 14 days after the day you receive your goods.

For a single order delivered in separate shipments, the statutory cancellation period generally runs from receipt of the last item. Different rules may apply to regular deliveries.

After notifying us that you wish to cancel, you have a further 14 days to send the goods back, unless we have agreed to collect them.

This change-of-mind period is separate from your rights if a product is faulty, damaged or not as described.

2. How to request a return or cancel an order

Email contact@halvaneliving.co.uk with a clear statement that you wish to cancel or return your order.

To help us locate your purchase, please include:

Your name.
Your order number or other proof of purchase.
The product you wish to return.
Your contact details.
Whether you are changing your mind or reporting a product problem.

You do not need to give a reason for exercising your statutory change-of-mind cancellation right.

You may also contact us by telephone on 0333 335 6486 or write to our correspondence address below. Sending written confirmation helps both parties keep a record.

We will provide the correct return destination and instructions for your product. For orders containing products from different suppliers, separate return arrangements may be necessary.

You do not need our approval to exercise a statutory cancellation right. Return instructions help ensure goods reach the correct location; they do not override your rights or statutory deadlines.

3. Do not return goods to our office

Our registered office is:

Halvane Living Ltd

Unit A, 82 James Carter Road

Mildenhall

IP28 7DE

United Kingdom

This is a correspondence address only, not a warehouse or product returns address.

Please contact us for the appropriate return destination before sending any goods. Do not use an address on the original packaging without checking with us, as the dispatch location may not accept returns.

4. Return costs

If you change your mind

You are responsible for the direct cost of returning eligible goods where we informed you of that responsibility before purchase.

We do not offer free change-of-mind returns as standard.

For products that cannot normally be returned by post, we will provide the return cost or a reasonable estimate before purchase, as required by law. This may apply to large fireplaces, media-wall units, stoves, saunas and garden buildings.

If we have not supplied the legally required return-cost information before purchase, we will not require you to pay costs that the law places on us.

Where we arrange a collection at your expense, we will explain and agree the applicable charge with you. We will not add an undisclosed administration or restocking fee.

If goods are faulty, damaged or incorrect

We cover reasonable return or collection costs where required by your statutory rights. Contact us so we can arrange a suitable method.

Please discuss specialist transport with us before booking it yourself. This request does not remove your right to recover reasonable costs where the law allows.

5. Condition of change-of-mind returns

You may unpack and inspect a product as you reasonably could in a shop to establish its nature, characteristics and functioning.

Please return all components, accessories and manuals supplied with the product. Keep the goods protected and use the original packaging where reasonably possible.

Original packaging is not an absolute condition of your statutory cancellation rights.

Where permitted by law, we may reduce a refund to reflect a genuine loss in value caused by handling beyond what is necessary to inspect the product. This may include damage, extensive use, modification or installation.

A reduction will reflect the actual diminished value, not an automatic percentage charge. We will explain any proposed deduction.

We do not charge a blanket restocking fee for exercising statutory cancellation rights.

6. Large, installed and specialist products

Some products require pallet transport, specialist handling or careful dismantling.

Before installation, check that the product is correct, complete and suitable for your intended location. If you are considering a change-of-mind return, avoid installing, modifying or extensively using it before contacting us.

Installation does not automatically remove your cancellation rights, but handling beyond a reasonable inspection may affect the refund where the law permits.

For fireplaces, stoves and electrically connected products:

Do not disconnect or dismantle equipment unsafely.
Use a suitably qualified professional where required.
Allow equipment to cool fully before handling.
Tell us if the product has been installed, used or contains fuel or liquid.
Follow the manufacturer’s instructions and the agreed transport arrangements.

Do not send fuel, flammable liquids or other dangerous substances through an ordinary parcel service. Contact us for safe instructions where these are involved.

Transport restrictions do not, by themselves, remove your statutory rights.

7. Made-to-measure and personalised products

The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised where the legal exception applies.

We will identify any applicable exception before purchase.

A product is not automatically non-returnable merely because it is:

Ordered specially from a supplier.
Out of stock or on backorder.
Manufactured after you order.
Selected from standard sizes, colours, finishes or configurations.

We assess the actual product and order against the legal requirements.

Even where a genuine bespoke-product exception applies, you retain your rights if the goods are faulty, damaged or not as described.

8. Cancelling before dispatch

For goods covered by statutory cancellation rights, dispatch does not remove your right to cancel. If the goods are already in transit, a return or collection may be necessary.

For genuinely personalised or made-to-specification goods excluded from statutory change-of-mind cancellation, any additional cancellation arrangement will depend on the terms provided before purchase and applicable law.

We do not treat supplier processing, stock ordering or dispatch status alone as grounds to deny statutory cancellation rights.

9. Damaged, faulty, incomplete or incorrect goods

Please inspect your delivery as soon as reasonably possible.

If there is a problem, contact contact@halvaneliving.co.uk with your order details and a description of the issue. Photographs of the product, packaging and labels can help us investigate, but provide only what is reasonably possible.

If a product appears unsafe, stop using it and contact us.

Please retain packaging while we arrange the next steps where practical. Do not arrange repairs, dispose of the product or send it elsewhere before discussing the issue with us, unless urgent action is reasonably necessary for safety.

Signing for a delivery, failing to report damage immediately or no longer having the original packaging does not automatically remove your statutory rights.

Your remedies

Goods must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, you may be entitled to:

Reject faulty goods and obtain a refund under the short-term right to reject, normally within 30 days.
A repair or replacement.
A price reduction or final rejection where the legal conditions apply.

A repair or replacement required by law will be provided without charge, within a reasonable time and without significant inconvenience.

We may coordinate inspection, collection or repair with the manufacturer, but Halvane Living remains your point of contact and responsible retailer.

10. Manufacturer warranties

Manufacturer warranties vary by brand, model and component.

Any manufacturer warranty is additional to your statutory rights against Halvane Living. It does not replace those rights or require you to deal exclusively with the manufacturer.

Contact us with your order details and a description of the problem. We will explain the applicable process and coordinate with the relevant supplier where appropriate.

Damage caused by misuse, unsuitable installation or failure to follow maintenance instructions may fall outside warranty cover. This does not remove rights relating to an unrelated product defect.

11. Refunds

Change-of-mind cancellations

For cancellation of an entire eligible order, we refund:

The price paid for the returned goods, subject to any lawful diminished-value deduction.
The original delivery charge up to the cost of our least expensive standard delivery option.

If you selected premium or expedited delivery, we do not have to refund the additional cost above standard delivery.

For partial returns, any refund of the original delivery charge depends on the circumstances and applicable law.

Where we have not offered to collect the goods, we may withhold the refund until we receive them or you provide evidence of having sent them back, whichever happens first.

We will refund without undue delay and, in that situation, no later than 14 days after receiving the goods or evidence of return, whichever occurs first.

Where we have offered to collect the goods, the applicable refund deadline generally runs from the date you notify us of cancellation.

Faulty-goods refunds

Where you are entitled to a refund for rejected faulty goods, we will provide it without undue delay and within the applicable statutory deadline, normally no later than 14 days after agreeing that you are entitled to it.

We will not delay a refund beyond the legal deadline while waiting for reimbursement from a supplier.

Payment method

Refunds are made to your original payment method unless you expressly agree otherwise. We do not charge a refund-processing fee.

Your bank or payment provider may take additional time to display the refund after we issue it. If a refund has not appeared when expected, contact us and we will help trace it.

12. Sale items

Sale and discounted products have the same statutory cancellation and faulty-goods rights as full-price products.

If a specific defect was clearly disclosed before purchase, that particular disclosed defect will not normally justify a faulty-goods claim. Other applicable rights remain unaffected.

13. Exchanges

We do not guarantee direct exchanges or replacement stock for change-of-mind requests.

Contact us before placing a replacement order so we can explain the return process and check availability. A separate purchase may be the simplest option.

This does not affect your right to a replacement where it is an applicable statutory remedy for faulty goods.

14. Optional cancellation form

You may use this form, but any clear cancellation statement is sufficient.

To: Halvane Living Ltd

Unit A, 82 James Carter Road

Mildenhall, IP28 7DE

United Kingdom

Email: contact@halvaneliving.co.uk

I hereby give notice that I cancel my contract for the following goods:

Goods:

Order number:

Ordered on / received on:

Customer name:

Customer address:

Date:

Signature, only if submitted on paper:

The postal address above is for cancellation correspondence only. Do not send products there.

15. Contact us

Halvane Living Ltd, trading as Halvane Living

Company number: 17382954, registered in England and Wales.

Email: contact@halvaneliving.co.uk

Telephone: 0333 335 6486

Correspondence address:

Unit A, 82 James Carter Road

Mildenhall

IP28 7DE

United Kingdom

This is NOT a product returns address