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

At Halalo, we work closely with our partner shops and sellers to ensure that all products are checked and delivered to customers in the best possible condition.

As Halalo operates as a marketplace platform, products are supplied and fulfilled by independent sellers listed on Halalo.co.uk.

Out of Stock or Undeliverable Items

If an item or approved substitute becomes unavailable or cannot be delivered, the item will be automatically refundedand you will be notified accordingly.

Refunds for such items are normally processed to the original payment method or as a Halalo Gift Card, depending on the circumstances.

Reporting an Issue with Your Order

If there is a problem with your order such as:

• Damaged items
• Missing items
• Incorrect items
• Undelivered items

You must submit a request through your Halalo account within 48 hours of receiving your order.

How to Submit a Request

1. Log in to your Halalo account
2. Go to My Orders
3. Select the relevant order
4. Click Return Items / Request Refund
5. Select the item and quantity
6. Choose the reason for the request
7. Provide a clear explanation in the notes section

Customers may be asked to upload up to 3 photos showing the issue with the item.

For nationwide courier deliveries, customers may also be required to provide:

• Photo evidence of the issue
• Proof of non delivery notification from the courier

Review Process

Once your request is submitted, it will be reviewed by Halalo and the relevant seller.

You will be notified if your request has been:

• Approved
• Partially approved
• Rejected

Customers can monitor the status of their request through their Message Centre in their Halalo account.

Resolution Options

Depending on the nature of the issue, the following resolutions may be offered:

• Replacement of the damaged or incorrect item
• Refund for the affected item
• Issuance of a Halalo Gift Card equal to the value of the item

Refunds are normally processed within 5 to 10 working days once approved.

Returning Items

Where a return is required, customers may be asked to return the item directly to the shop or seller from which the item was purchased.

Customers are responsible for arranging and covering the cost of shipping or delivering the returned item to the seller, unless otherwise agreed by Halalo or the seller.

Customers must ensure that:

• The correct item is returned
• The item matches the return request submitted
• The item is returned to the correct seller
• The item is securely packaged to prevent damage during transport

Once the item is received and verified by the seller, the agreed resolution (replacement, refund, or Halalo Gift Card) will be processed.

Incorrect Returns

Halalo and its sellers cannot provide refunds, replacements, or compensation for incorrect items returned to sellers.

Customers are responsible for ensuring that the correct product is returned to the correct shop.

Perishable Goods

Due to the nature of perishable food products, returns may not always be possible. In such cases, customers must provide photo evidence to allow the issue to be reviewed and resolved appropriately.

Change of Mind

For perishable goods and food items, returns for change of mind may not be accepted unless agreed by the seller.

Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection law, including your rights under the Consumer Rights Act 2015.

Marketplace Role Disclaimer

Halalo.co.uk operates as a digital marketplace platform that connects customers with independent retailers and sellers.
Products listed on the platform are supplied, prepared, and fulfilled directly by the sellers, who remain responsible for the accuracy of product descriptions, product quality, pricing, and compliance with applicable regulations.

Halalo facilitates ordering, payment processing, and customer communication but does not take ownership of the products supplied by sellers unless explicitly stated.

Seller Responsibility

Each seller listed on Halalo.co.uk is responsible for:

• Product quality and condition
• Product descriptions and ingredients information
• Compliance with UK food safety and consumer protection regulations
• Correct packaging and preparation of orders
• Handling returns or complaints related to their products

Halalo may assist in resolving disputes between customers and sellers but the primary responsibility remains with the seller supplying the product.

Limitation of Liability

To the maximum extent permitted by law, Halalo shall not be liable for indirect losses, consequential damages, or losses resulting from delays, courier issues, or seller related errors.

Halalo's responsibility is limited to facilitating the transaction and assisting with dispute resolution between customers and sellers.

Nothing in this clause limits or excludes liability where it would be unlawful to do so under UK consumer protection law.

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].