Return & Refund Policy

At Hartley & York, we want you to shop with confidence. This Return & Refund Policy explains the conditions and procedures for returning products, requesting exchanges, and receiving refunds for orders placed in the United States.

1. Contact Information

If you have any questions about returns, exchanges, or refunds, please contact our customer support team:

Email: info@hartley-york.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)
Business Address: Harm Koningstraat 40, 7742 LT Coevorden, The Netherlands (not a return address)

2. Return & Refund Overview

• Return Window: You can request a return within 30 days of receiving your order.
• Return Inspection: Returned items are inspected within 7 business days after receipt.
• Refund Processing: Approved refunds are issued within 10 business days after approval.
• Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item.
• Refund Method: Refunds are issued to the original payment method.

This policy applies to purchases made through Hartley & York for delivery within the United States. It does not limit any consumer rights or protections provided under applicable federal or state laws.

3. Order Cancellation

You may request to cancel your order within 2 hours of placing it by contacting our customer support team at info@hartley-york.com.

We will make every effort to accommodate cancellation requests received within this period. However, if your order has already been processed or shipped, cancellation may no longer be possible.

If your order has already shipped, you may request a return after delivery in accordance with the conditions outlined in this policy.

4. Return Eligibility & Conditions

To be eligible for a return, the following conditions must be met:

• The return must be requested within 30 days of the delivery date.
• The item must be unused, unworn, and in its original condition.
• All original tags, labels, and packaging must be included.
• A receipt, order confirmation, or other proof of purchase must be provided.

For hygiene and safety reasons, certain products, including underwear and other hygiene-related items, may only be returned if they are unopened and unused. Personalized or custom-made products are generally not eligible for return.

These restrictions do not apply where an item is defective, damaged, incorrect, or where applicable law requires otherwise.

Hartley & York reserves the right to decline returns that do not meet these conditions, subject to applicable consumer protection laws.

5. How to Return an Item

To initiate a return, please follow the steps below:

Step 1: Contact Customer Support

Email info@hartley-york.com with the following information:

• Your order number.
• The name of the product you wish to return.
• The reason for your return.
• Photographs of the item and packaging, if the product is damaged, defective, or incorrect.

Step 2: Receive Return Instructions

Our customer support team will review your request and provide the appropriate return instructions, including the designated return address and a return authorization number, if applicable.

Please do not send returns to our registered business address in the Netherlands. The correct return destination will be provided after your request has been reviewed.

Step 3: Prepare Your Return

Securely package the item in its original packaging, including all tags, accessories, and relevant order information. Include the return authorization number if one has been provided.

Step 4: Ship Your Return

Send your package to the return address provided by our customer support team. We recommend using a tracked shipping service and retaining proof of shipment until your return has been processed.

Return shipping costs are the customer's responsibility for standard returns, including changes of mind, incorrect size selection, or personal preference.

If the return is due to a damaged, defective, or incorrect item, Hartley & York will cover the applicable return shipping costs and may provide a prepaid return label.

Returns sent without prior authorization may not be accepted.

6. Refund Policy

Once your returned item has been received, our team will inspect it within 7 business days to verify that it meets the applicable return conditions.

After the inspection, we will notify you by email whether your return has been approved or declined.

If approved, your refund will be issued to your original payment method within 10 business days after approval.

Please note that your bank, credit card issuer, or payment provider may require additional time to reflect the refunded amount in your account.

If the expected refund processing period has passed and you have not received your refund, we recommend checking with your payment provider first. If you require further assistance, please contact info@hartley-york.com.

7. Exchange Policy

We offer exchanges for eligible damaged, defective, or incorrect items.

If you receive an item that is faulty or different from what you ordered, please contact us within 30 days of delivery.

For approved exchanges involving damaged, defective, or incorrect products, Hartley & York will cover the applicable return shipping costs and arrange a replacement whenever possible.

Size Exchanges: If you would like a different size, please request a return for the original item in accordance with this policy and place a new order for your preferred size.

Standard return eligibility requirements and shipping costs apply to size-related returns unless the original item was incorrect or defective.

8. Damaged, Defective, or Incorrect Items

Damaged or Defective Products

If your order arrives damaged or defective, please contact our customer support team within 48 hours of delivery whenever possible.

Include your order number, a description of the issue, and clear photographs of the item and packaging.

We will assess the issue and arrange an appropriate solution, which may include a replacement, a prepaid return, or a full refund.

Reporting an issue after 48 hours does not automatically eliminate any rights you may have under applicable law or our stated 30-day policy.

Incorrect Products

If you receive an item that differs from what you ordered, please contact us with your order details and photographs of the item received.

For verified incorrect shipments, we will cover the applicable return shipping costs and arrange delivery of the correct item or another appropriate resolution.

9. Lost or Missing Parcels

If your package has not arrived within the estimated delivery timeframe, please contact our customer support team at info@hartley-york.com.

We will investigate the shipment with the relevant carrier and provide updates regarding its status.

If the parcel is confirmed lost in transit, we will arrange a replacement or refund, as appropriate.

10. Processing Timeframes

• Return Request: Within 30 days of receiving the order.
• Return Inspection: Within 7 business days after receiving the returned item.
• Refund Processing: Within 10 business days after the return has been approved.
• Payment Provider Processing: Additional processing time may apply depending on your bank or payment provider.

Business days refer to Monday through Friday, excluding applicable public holidays.

11. Consumer Rights

This Return & Refund Policy is intended for customers purchasing products for delivery within the United States.

Nothing in this policy excludes or restricts any rights or remedies available to consumers under applicable United States federal or state laws.

12. Company Information

Store Name: Hartley & York
Company Name: AxD Projects
Company Registration Number: 42037217
Phone: +44 7882 505356
Email: info@hartley-york.com
Business Address: Harm Koningstraat 40, 7742 LT Coevorden, The Netherlands (not a return address)
Customer Support Hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)