Quality Assurance and Faulty Items
We take utmost care to ensure that all products are accurately described and depicted on our website (all website imagery is for illustrative purposes). We thoroughly inspect each item for quality and functionality before shipping them to our customers. However, if you receive a defective or damaged product, you have statutory rights in relation to any goods you purchase from us that are either not of satisfactory quality or fit for purpose or as described at the time of purchase.
If your item is damaged or faulty, or if we have sent you the wrong item, please contact our customer support team at theshop@hattonlabs.com. If a return is approved on a damaged or defective item, we will provide a prepaid shipping label.
Within 30 days of purchase/delivery, you have the right to a refund. After the 30-day period, but within six months of delivery/purchase, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund. If an attempt has been made by a customer to repair goods, Hatton Labs will not be able to offer a full refund under the terms outlined above.
By placing an order via hattonlabs.com, you acknowledge and agree to the terms outlined in our returns policy.
If you have any questions or concerns regarding this policy, please contact our customer support team at theshop@hattonlabs.com.
We strive to provide you with high-quality products and exceptional customer service. As an independent brand, in order to ensure that we maintain the best possible shopping experience, we ask that you read and understand our returns policy prior to purchase.
You remain responsible for all goods until they have been handed to a courier either by pick-up or delivered at a service point. Please always keep your store receipt and tracking number for proof of purchase, shipment, and tracking.
Please make sure the package is sealed securely. In order for Hatton Labs to process your returned goods, they must reach us undamaged, unworn, and in their original packaging and presentation box. If you are returning multiple items, please do not group products together in a single bag as this will lead to damage; in this instance, we will not be able to process your return under the terms outlined above. Returns are closely inspected upon receipt, and we reserve the right to refuse any returns that do not match the criteria outlined in our returns policy.
Change of Mind
If you change your mind about a purchase you have made through our website or by phone, you have the right to cancel your purchase within 14 days without giving any reason (except in respect of goods specified below). The cancellation period expires 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
You do not have the right to change your mind in respect of personalized jewelry, custom designs, resized items, or items made engraved or ordered specifically to your requirements or goods (including earrings or items for piercings) sealed for health protection or hygiene purposes, once these have been unsealed after you receive them unless such goods were damaged, defective, or faulty when delivered to you or have been incorrectly delivered. Any jewelry that has been clearly worn or has suffered damage while in your possession cannot be returned.
How to Cancel
To exercise the right to cancel your purchase, you must inform Hatton Labs of your decision to cancel via e-mail - including details of your name, geographical address, details of the order you wish to cancel, and your phone number and email address. Please email - theshop@hattonlabs.com.
Effect of Cancellation
If you cancel your order, we will reimburse to you all payments received from you, including the costs of delivery of the goods to you (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied or (if earlier) 14 days after the day you provide evidence that you have returned the goods or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the purchase. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earlier.
You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to pay the costs of returning the item to us. You are only liable for any diminished value of the goods resulting from the handling other than which is necessary to establish the nature, characteristics, and functioning of the goods.
Thank you for your understanding and cooperation.
