Refund policy
REFUND & RETURN POLICY
RETURNS
Is it possible to return my order?
Yes, this is possible.
If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.
Please note that we do not offer free returns. Return shipping costs are the responsibility of the customer.
To be eligible for a return, the following conditions must be met:
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The order must contain all appropriate parts and components, and the product must be returned in its original packaging.
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Only normal handling of the product is permitted. Damage caused by careless or improper handling is excluded.
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Products for which hygiene is important must be thoroughly cleaned before the return process begins.
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If a product is defective, the defect must be reported immediately upon receipt.
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We are entitled to charge the customer for return shipping costs.
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Returns will be processed within 7 working days after receipt. If all return conditions are met, the return will be officially accepted within this period.
We reserve the right to refuse returned items if we suspect that the items have been used, worn, damaged or otherwise handled in a way that goes beyond what is reasonably necessary to inspect the product.
HOW CAN I RETURN MY ORDER?
If your order meets the conditions above, please contact us before returning your order.
Send an email to:
Please include the following information in your email:
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Order number
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Reason for the return request
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Photo of the product in case of damage or breakage
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Customer's first and last name
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Customer's address
We will then contact you and provide you with the correct return instructions and return address.
Never send your return directly to the sender address shown on your parcel.
You must contact us first so that we can provide you with the correct return address.
The customer is responsible for all costs associated with returning the product.
CANCELLATION CONDITIONS
Right of Cancellation
Consumers have a right of withdrawal in accordance with the following provisions where the consumer is a natural person entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity.
The cancellation period is 14 days from the day on which you, or a third party designated by you who is not the carrier, received or accepted the last goods.
As we work with a fully automated order processing system, orders are processed as soon as they are placed.
Therefore, once an order has entered the shipping process, we may no longer be able to interrupt or cancel the shipment.
If the order has already been dispatched, please wait until you have received the goods and then follow our return procedure.
To exercise your right of withdrawal, you must inform Harrow & Lane by means of a clear statement, for example by email, that you wish to withdraw from the contract.
Please contact:
The withdrawal process is completed once we have received the returned goods.
The cost of returning the goods is borne by the customer.
ORDERS ALREADY IN TRANSIT
As our goods may be shipped from Asia, there may be longer transit times over which we have no direct control.
If your goods are already on their way to you, cancellation may no longer be possible.
Please wait until you have received the goods and then return them in accordance with our return procedure.
You may, of course, contact us in advance to inform us that you wish to cancel or return your order.
To help us process your return as quickly as possible, we may ask you to provide shipping confirmation or tracking information for your return.
CONSEQUENCES OF WITHDRAWAL
If you validly withdraw from the contract and the returned goods are received and accepted, we will refund the payments due to you in accordance with the applicable return conditions.
Where applicable, additional delivery costs resulting from choosing a delivery method other than the cheapest standard delivery method offered by us are not refundable.
Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise.
You will not be charged any additional fees by Harrow & Lane for processing the refund.
Refunds will be processed as soon as reasonably possible after the returned goods have been received, inspected and approved.
IMPORTANT RETURN INFORMATION
ALL RETURNS MUST BE SENT TO OUR DESIGNATED CENTRAL RETURN WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
Do not return products to the original sender address or to our general business address unless we have explicitly instructed you to do so.
You must first contact us at:
We will provide you with the correct return address and instructions.
Returns sent to an incorrect address without prior approval may not be processed.
CONTACT INFORMATION
If you have any questions regarding a return, refund or cancellation, please contact our customer service team.
Harrow & Lane
Email: support@harrowandlane.com
We aim to respond to all customer enquiries as quickly as possible.