Return & Refund Policy

Last updated: 22 April 2026

This Return and Refund Policy explains how you can return items and receive a refund when you shop at Hartley & York.

Scope and contact details
If you have any questions about returns or refunds, you can contact us:

Email: info@hartley-york.com
Address: Harm koningstraat 40, 7742LT, Coevorden, Netherlands (No return address)
Support hours: Monday to Friday, 09:00 to 17:00

Policy overview
Return window: you may request a return within 30 days from the date you receive your order.
Refund processing time: refunds are processed within 10 business days after we receive and inspect your return.
Return shipping costs: return shipping is paid by the customer, unless the return is due to our error or a defective item.

This policy is in addition to your statutory rights under UK consumer law, including your right to cancel most online purchases within 14 days of delivery.

Order cancellation
You may cancel your order within two hours of purchase by contacting our customer service team.
If your order has already been shipped, you can still return the items by following the return procedure below.

If you wish to exercise your legal right to cancel within 14 days of receiving your order, please clearly inform us by email or contact form and then return the items to us within 14 days of that notice.

Return conditions
We accept returns under the following conditions:

Items may be returned within 30 days of delivery.
Items must be unused, in their original condition, with all tags attached and in the original packaging, unless the item is faulty.
A receipt or proof of purchase is required.
Certain items cannot be returned unless unopened and unused, such as hygiene-related products, for example underwear, and personalised or custom items, unless they are faulty.

We reserve the right to refuse returns that do not meet these conditions or fall outside the return period, except where your statutory rights require otherwise.

How to return an item

Contact customer service
Send an email to info@hartley-york.com with your order number, the item you wish to return, the reason for return and photos if there is damage or a defect.

Obtain return authorisation
Our team will provide you with return instructions and, where applicable, a return authorisation number.

Prepare the parcel
Place the item in its original packaging with all tags attached and include your order details and the return authorisation, if provided.

Ship the parcel
Use a tracked shipping method and keep proof of postage. Return shipping costs are your responsibility unless the item is defective, damaged or incorrect.

Return address:
Recipient: Liu Changxing
Address: No.2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong
Express, No. 409, Suxi, Yiwu Town
Zip Code: 310000
Province: Zhejiang
State: Zhejiang
Country: China

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refund policy
Once we receive your return, we will inspect the item within 7 business days. We will inform you by email whether your return has been approved.

Approved refunds are issued to the original method of payment within 10 business days after approval. Your bank or payment provider may require additional time to show the credit on your statement.

If you have not received your refund after the indicated timeframe, please contact your bank or payment provider first. If you still need assistance, you can contact us at info@hartley-york.com.

Exchange policy
We offer exchanges for defective or incorrect items. If you receive a faulty or wrong item, contact us within 30 days of delivery. We will cover the return shipping costs for eligible exchanges and send a replacement where possible.

For size exchanges, please return the original item in line with this policy and place a new order for the desired size.

Exceptions and special cases

Damaged or defective items
If your order arrives damaged or defective, contact us within 48 hours of receipt with photos of the damage and the packaging. We will arrange a solution, which may include a free return and either a replacement or a full refund.

Incorrect item
If you receive an item different from what you ordered, we will cover the return shipping costs and send you the correct item once we have received the incorrect one or agreed another solution.

Lost parcel
If your parcel does not arrive within the estimated delivery timeframe, please contact us. We will investigate the issue with the carrier and, if the parcel is confirmed lost, we will arrange a replacement or a refund.

Processing timeframes
Time to initiate a return: within 30 days after receipt of your order.
Time to inspect returns: within 7 business days after we receive the returned item.
Time to issue refunds: within 10 business days after the return has been approved.

Company information
Company name: AxD Projects
Company registration number: 42037217
Phone: +31 6 23989247
Email: info@hartley-york.com
Address: Harm koningstraat 40, 7742LT, Coevorden, Netherlands (No return address)