Refund policy

Take 60 days to find your fit

We offer a 60-day money-back guarantee. You may request a return within 60 calendar days after your order is delivered. This additional promise sits alongside your legal consumer rights; it does not replace or restrict them.

Start with a message

Email support@hellovale.com with your order number, the item you wish to return and the reason. Please contact us before posting anything so we can confirm the instructions and identify your return. Once confirmed, returns are sent to HELLOVALE LTD at the registered office listed below, unless we provide another address in writing.

Preparing the piece for return

Please return the item in its original condition, without intentional damage, with the original packaging where reasonably possible. Include proof of purchase or enough order information for us to identify the sale. Handmade wood grain, resin movement and small finishing differences are normal features rather than defects; they do not remove your rights under the guarantee or consumer law.

Return postage and problems with an item

For a change of mind, the customer pays return shipping. If an item is faulty, damaged on arrival, incorrect or otherwise not as described, we cover reasonable return costs and provide the remedy required by applicable law. Tell us promptly and send photographs if possible; evidence helps us resolve the issue but does not remove rights you have by law.

Exchanges and cancellations

The simplest exchange is to return the original item under this policy and place a new order for your preferred design. If you need to cancel an order before dispatch, contact us as soon as possible. We will try to stop it; if it has already left, the applicable return or cancellation process remains available.

Items with special return rules

Gift cards cannot be returned for cash except where the law requires it. A product made to your personal specification or clearly personalised may be exempt from a statutory change-of-mind cancellation right where the law allows that exception. We will explain any applicable exception before purchase. Faulty or misdescribed goods remain protected by law.

UK and EEA cancellation rights

Where statutory distance-selling cancellation rights apply, you may notify us that you wish to cancel within 14 days after delivery, without giving a reason. You then have a further 14 days to send the goods back. You can send a clear cancellation message or use the model form below. Any lawful personalised-goods exception is subject to the rules explained above.

How refunds are handled

Approved refunds go to the original payment method. For statutory cancellations, we refund within 14 days of receiving the returned goods or receiving evidence that you sent them back, whichever is earlier. We may withhold the refund until we have the goods or that evidence. Where required by law, the refund includes the original standard delivery cost; an upgrade above standard delivery is not refunded merely because you cancel. A lawful deduction may be made for diminished value caused by handling beyond what is needed to inspect the item. For other approved guarantee returns, we issue the refund promptly after inspection. Your bank or payment provider may need additional time to show the credit.

Optional cancellation form

To: HELLOVALE LTD, Office 7565, 58 Peregrine Road, Hainault, Ilford, Essex, IG6 3SZ, United Kingdom; support@hellovale.com

I give notice that I cancel my contract for the following goods: [items].
Ordered on / received on: [dates].
Order number: [number].
Customer name and address: [details].
Date: [date].
Signature: [only if sending a paper form].

HELLOVALE LTD
Company number 17491674 · Registered in England and Wales
Office 7565, 58 Peregrine Road, Hainault, Ilford, Essex, IG6 3SZ, United Kingdom
support@hellovale.com

Last updated: 4 October 2026