Returns & Refund Policy

Unless there's something wrong with the item, unfortunately, we can't offer a refund for any perishable items in case you change your mind about them after dispatching these items. Our returns and refunds policy are following statutory rights under the Consumer Contracts Regulations. Regardless of the reason you use for requesting a refund, we always take your feedback about any product issues seriously and we use this information to continually improve our services.

We’re always looking for ways to improve our service, so your feedback is important to us. To give feedback about damaged items, please follow the process below.

You can request a refund quickly and easily if you discover that there’s a product that

• It doesn’t meet our guarantees of good quality 

• You discover that there's something wrong with the product, such as a fault, damage or it's not as described, or if a wrong item was delivered

Thank you for your honesty. We ensure all orders are checked to reach our customers in the best possible condition. If any of the items or substitutes are out of stock or undeliverable, we will process the refund of the item and notify you. However, if you believe we have done something wrong and would like to request a refund, you can log into your account, under my orders tab, where you can request a refund with the proof of non-receipt notification from the delivery driver. under the Return and Refund section of the My orders tab, customers will be required to upload a maximum of 3 photos of the defective or damaged items and select the reason why they would like to return the item/s from the drop-down list. Once we have received your request for a refund, we will consider it and get back to you to let you know if your request for a refund has been accepted or rejected. In most cases,  halalo.co.uk  will offer an exchange for the damaged item/s or can issue a gift card for the same value as the defected or damaged items. Customers will be able to monitor the progress of their refund requests via their message center. 

• Please note that customers will be responsible for returning their unwanted or damaged items to the shops they bought the items from. 
• Please ensure you take the correct and complete item when making a return to the shop or seller you bought your item/s from. The correct item must be returned to your local seller in order to receive a replacement or a refund of your money in a Halalo Gift Card.

• Please note that no compensation is provided for incorrect items sent to our sellers.

Please fill in our contact form here. This will allow us to prioritise your query and deal with it as quickly as possible. We aim to respond to all ordinary requests and complaints within 48 hours and if the complaints need further investigation, we will respond within 10 working days. As we are an independent platform/App which enables multiple third-party vendors to sell their products through the platform the customers must raise the complaint with the original seller through our site or App and they should do their best to resolve your complaint. If you fail to reach a convenient and satisfactory resolution with the seller, you can escalate the matter by emailing us at [email protected]  if you have not reached a satisfactory resolution after 7 days of the non-resolved complaint. Thank you for your ongoing support and patience during this time.

If you want to cancel/return the non-perishable product(s), you must fill in the return form [email protected] within 14 days (beginning on the day after the day you receive your order), and you then have 14 days to return the items. It is the responsibility of the buyer to return the goods to the concerned seller with proof of purchase at the cost of the buyer/ customer. The cost of postage/ shipping will be reimbursed only if the items are damaged or not suitable for the intended use. Delivery costs will not be refunded for the returns of partial orders. Please allow 10 working days for the returns to be inspected, processed, and shown on your bank statement.

If you wish to return any of the non-perishable items (except the items you purchased as non-refundable items), they should be returned as unopened/unused condition with intact packaging unless there is a significant defect that limits the usage of the product. Upon submission of the form, you will get a confirmation email stating how you can return the items.

• knew an item was faulty when you bought it

• damaged an item by trying to repair it yourself or getting someone else to do it (though they may still have the right for a repair, replacement, or partial refund)

• no longer want an item (for example because it’s the wrong size or colour) unless you are notified of the discrepancy upon delivery

• personalised items and custom-made items, for example, curtains

• perishable items, for example, vegetables, meat or meat products, frozen food, or flowers

• newspapers and magazines

• unwrapped CDs, DVDs and computer software including downloadable software

If you haven’t received a refund after 14 days, first check your bank account or credit card company, it may take some time before your refund is officially posted and processed. If you’ve done all of this and you still have not received your refund, please contact us at [email protected].

Ask one of our Advisors for help on Live Chat or fill out our Contact Us form or email us at [email protected].