Return & Exchange Policy

At Harleya London, customer satisfaction is important to us. We carefully pack and dispatch every order to ensure your products reach you safely. This Return & Exchange Policy explains the conditions under which returns, exchanges, replacements, and refunds may be accepted.

By placing an order on our website, you agree to the terms mentioned below.

1. Return Eligibility

Due to the nature of skincare, haircare, and personal care products, we only accept returns or exchanges in limited cases.

A product may be eligible for return or exchange if:

• You received the wrong product.

• The product was damaged during delivery.

• The product was defective or leaked when received.

• The product received was different from what you ordered.

• The product is unused, unopened, and in its original packaging.

For hygiene and safety reasons, products that have been opened, used, tested, or damaged by the customer cannot be returned or exchanged.

2. Return Request Timeframe

Any return or exchange request must be made within 24 to 48 hours of receiving the order.

To process your request, please contact us with:

• Your order number.

• Your full name and phone number.

• Clear pictures or video of the received product.

• Clear pictures of the parcel packaging.

• A brief explanation of the issue.

Requests made after the given timeframe may not be accepted.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

• Opened or used products.

• Products with broken seals.

• Products without original packaging.

• Products damaged due to misuse, mishandling, or improper storage.

• Products purchased during clearance sale, special sale, bundle offers, or promotional campaigns, unless damaged or wrongly delivered.

• Products that do not suit your skin type after use.

• Products purchased from unauthorized sellers or third-party platforms.

4. Skin Suitability and Reactions

Every skin type is different, and results may vary from person to person. Harleya London does not guarantee that every product will suit every individual skin type.

We recommend reading the product details, ingredients, and usage instructions carefully before purchasing. A patch test is recommended before full application, especially for sensitive skin.

Returns or refunds are not applicable if the product has been opened or used and does not suit your skin, unless the product itself is defective.

5. Damaged, Leaked, or Wrong Product Received

If you receive a damaged, leaked, defective, or wrong product, please contact us within 24 to 48 hours of delivery.

Once your claim is reviewed and approved, we may offer one of the following:

• Product replacement.

• Product exchange.

• Store credit.

• Refund, where applicable.

Harleya London reserves the right to approve or reject the claim after reviewing the provided evidence.

6. Exchange Policy

Exchanges are only applicable if the product is unused, unopened, sealed, and in its original condition.

If an exchange is approved, the customer may be required to pay any price difference, delivery charges, or return shipping charges where applicable.

7. Refund Policy

Refunds are only processed in approved cases, such as:

• Product unavailable after payment.

• Wrong product delivered and replacement is not possible.

• Damaged or defective product claim approved by our team.

Refunds may take 7 to 14 working days to process after approval, depending on the payment method, bank, or payment provider.

Delivery charges are non-refundable unless the mistake was made by Harleya London.

8. Order Cancellation

You may request order cancellation before the order has been dispatched.

Once the order has been shipped, it cannot be cancelled. In such cases, the standard return and exchange conditions will apply.

9. Refused or Unreceived Orders

If a customer refuses to receive an order without a valid reason, repeatedly rejects delivery, or provides incorrect delivery details, Harleya London may restrict future orders or require advance payment before processing new orders.

Delivery charges may also apply in such cases.

10. Return Shipping Charges

Return shipping charges may be the responsibility of the customer unless the return is due to an error from Harleya London, such as wrong product delivery or damaged product received.

The product must be packed safely before returning. Harleya London will not be responsible for items damaged during return shipment due to poor packaging by the customer.

11. How to Request a Return or Exchange

To request a return, exchange, or replacement, please contact us at:

Phone Number: 0300 0604922
Email: info@harleya.com

Please include your order number, pictures or video proof, and a clear explanation of the issue.

12. Policy Updates

Harleya London reserves the right to update or change this Return & Exchange Policy at any time.