Return & Refund Policy

We want customers to be able to shop with confidence. This Return & Refund Policy explains your rights, the conditions for returning products, the process for requesting a return or refund, and how we handle faulty, damaged, incorrect, or unwanted goods.

This policy applies to purchases of men’s swimwear, sweatshirts and hoodies, sportswear, socks, and other products sold through our online store.

Nothing in this policy is intended to restrict or exclude any rights you may have under applicable UK consumer law.

1. Your Right to Cancel an Online Order

If you are purchasing as a consumer, you generally have the right to cancel an eligible online purchase without providing a reason.

The cancellation period normally lasts for 14 calendar days beginning on the day after you, or a person nominated by you other than the delivery carrier, receives the goods.

If an order contains multiple products delivered separately, the cancellation period normally begins on the day after the final product from that order is received.

To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.

You can contact us at:

Email: support@harrowby.online
Telephone: +44 7584039244
Address: 5 MALDEN ROAD, HARROGATE, HG1 4SF

Your cancellation request should include sufficient information for us to identify your order, such as your name, order details, products concerned, and your request to cancel.

2. Returning Goods After Cancellation

After informing us that you wish to cancel an eligible order, you must return the relevant goods within 14 days of notifying us of the cancellation.

Returned goods should be sent to:

5 MALDEN ROAD
HARROGATE
HG1 4SF
United Kingdom

Please contact us before sending a return so that the return can be identified and handled correctly.

The customer is responsible for ensuring that the returned parcel is securely packaged and adequately protected during transportation.

We recommend retaining evidence that the parcel has been sent until your return and refund have been completed.

3. Condition of Returned Products

You may inspect products in the same way that you would reasonably be permitted to inspect them in a physical retail store.

Returned products should, wherever reasonably possible, be:

  • Unused

  • Unworn other than for reasonable inspection or fitting

  • Unwashed

  • Clean

  • Free from stains

  • Free from odours

  • Free from pet hair

  • Free from damage caused after delivery

  • Returned with original labels and tags where still attached

  • Returned with original packaging where reasonably possible

  • Returned with any accessories or components supplied with the product

You are responsible for taking reasonable care of products while they are in your possession.

If your handling of a product goes beyond what is reasonably necessary to establish its nature, characteristics, and functioning, and this causes a reduction in the product’s value, we may be entitled to reduce the refund to reflect that reduction in value where permitted by law.

4. Swimwear and Hygiene-Sensitive Products

Certain products may be subject to additional restrictions for health and hygiene reasons.

This may include swimwear or similar garments supplied with hygiene protection, seals, or protective strips.

Where a product has been sealed for genuine health protection or hygiene reasons, the right to cancel may no longer apply if that seal is removed or broken after delivery.

For swimwear, customers should therefore try products on over their own underwear and should not remove any hygiene strip, hygiene seal, protective covering, or similar protection until they are satisfied that the product is suitable.

A hygiene-sensitive product may not be accepted as a change-of-mind return if its hygiene protection has been removed, damaged, altered, or broken and the product can no longer reasonably be resold for health or hygiene reasons.

This restriction does not remove your legal rights if the product is faulty, damaged, incorrectly supplied, or not as described.

5. Socks and Other Hygiene-Related Clothing

For hygiene reasons, certain socks or other products may be treated as hygiene-sensitive where they have been supplied in sealed packaging specifically intended to protect health or hygiene.

If such sealed packaging has been opened after delivery, we may be unable to accept the product as a change-of-mind return where the applicable legal hygiene exception applies.

This does not affect your statutory rights relating to faulty, damaged, incorrect, or misdescribed products.

6. Sweatshirts, Hoodies and Sportswear

Eligible sweatshirts, hoodies, sportswear, and similar clothing may generally be returned following cancellation provided that they have only been handled as reasonably necessary to inspect their size, fit, appearance, and characteristics.

Products that have been extensively worn, washed, altered, damaged, stained, contaminated, or otherwise used beyond reasonable inspection may be subject to a reduction in refund where permitted by law.

Removing ordinary packaging does not automatically remove your cancellation rights unless the product falls within a specific legal exception.

7. Faulty Products

Products supplied by us must meet the standards required by applicable UK consumer law.

If a product is faulty, you may have legal rights to reject the product, request a repair or replacement, or receive an appropriate refund depending on the circumstances and the length of time since delivery.

A product may be considered faulty where, for example, it:

  • Has a manufacturing defect

  • Is damaged before or during delivery

  • Is not of satisfactory quality

  • Is not fit for its ordinary purpose

  • Does not perform as reasonably expected

  • Does not match the description provided at the time of purchase

Your statutory rights regarding faulty goods are separate from your change-of-mind cancellation rights.

8. Faults Reported Within 30 Days

Where applicable under UK consumer law, you may have a short-term right to reject goods that are faulty, not of satisfactory quality, not fit for purpose, or not as described.

This right normally applies during the first 30 days after the relevant legal period begins.

Where the legal requirements for the short-term right to reject are satisfied, you may be entitled to reject the goods and receive a refund.

We may ask you to provide reasonable information or photographs showing the reported problem so that we can identify the issue.

Nothing in this section limits any statutory rights that continue after the first 30 days.

9. Faults Discovered After 30 Days

If a fault is discovered after the initial short-term rejection period, you may still have statutory rights.

Depending on the circumstances, the appropriate remedy may include repair, replacement, price reduction, or a refund.

Where the law requires us to provide a repair or replacement, this must be provided within a reasonable period and without causing significant inconvenience to the customer.

The appropriate remedy will depend on the circumstances of the product and the applicable legal requirements.

10. Damaged Products

If your product arrives damaged, please contact us as soon as reasonably possible.

When contacting us, please provide:

  • Your name

  • Your order information

  • A description of the damage

  • Identification of the affected product

  • Clear photographs of the product and damage where reasonably possible

  • Photographs of the packaging if the packaging was also damaged

We will review the information and determine the appropriate remedy in accordance with your legal rights.

You should not dispose of a damaged product until the issue has been resolved unless we confirm that disposal is appropriate.

11. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us.

This may include receiving:

  • The wrong product

  • The wrong size

  • The wrong colour

  • The wrong style

  • The wrong quantity

Where the mistake is ours, we will provide an appropriate solution in accordance with applicable consumer law.

You will not be required to bear reasonable return costs that arise because we supplied an incorrect product.

12. Products That Are Not as Described

Products must correspond with the description provided at the time of purchase.

If a product materially differs from its description, photographs, specifications, size information, or other important information provided before purchase, please contact us.

Minor differences caused by screen settings, lighting, photography, or normal manufacturing tolerances will not necessarily mean that a product is legally not as described.

However, this does not affect your statutory rights where there is a genuine material difference between the product supplied and the description forming part of the purchase.

13. Change-of-Mind Returns

Where your statutory cancellation right applies, you may return an eligible product because you have changed your mind.

Examples may include:

  • The size is unsuitable

  • You prefer another style

  • You prefer another colour

  • You no longer require the product

  • You ordered the wrong size

  • The product does not suit your personal preference

A reason is not normally required when exercising a valid statutory cancellation right.

Change-of-mind returns remain subject to any lawful exceptions, including applicable hygiene-related exclusions.

14. Return Shipping Costs

For ordinary change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where permitted by law and where the customer has been properly informed of that responsibility.

If a return is required because a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable legal requirements, we will bear reasonable return costs where required by law.

Please contact us before arranging a return involving a fault, damage, or incorrect product so that we can provide appropriate return instructions.

Any return method selected by the customer should provide reasonable protection for the goods while in transit.

15. Original Delivery Charges

When you validly cancel an entire eligible order under your statutory cancellation rights, we will refund the standard outbound delivery charge where required by law.

If you selected a delivery service that was more expensive than the least expensive standard delivery option offered by us, we are not required to refund the additional amount paid for the more expensive delivery method.

If you return only part of an order, the treatment of the original delivery charge will depend on the circumstances and applicable legal requirements.

16. Refund Processing

Where a refund is due following a valid statutory cancellation, we will process the refund within the period required by applicable UK law.

For returned goods, we may be entitled to wait until:

  • We receive the returned goods, or

  • You provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.

We will not impose a fee simply for processing a legally required refund.

The time taken for a refunded amount to appear in your account after we have processed it may depend on your bank, card issuer, payment service provider, or other payment institution.

17. Refund Deductions

Where permitted by law, we may reduce the amount of a refund if the value of returned goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics, and functioning.

Examples of excessive handling may include:

  • Wearing clothing for extended periods

  • Washing a product

  • Altering a product

  • Damaging the product after delivery

  • Staining the product

  • Exposing the product to strong odours

  • Removing or damaging hygiene protection where this affects the product’s condition

  • Using a product for activities rather than merely inspecting or trying it on

Any deduction will be based on the actual reduction in value and will only be made where permitted by applicable law.

Ordinary and reasonable inspection of eligible goods does not itself justify refusing a lawful cancellation.

18. Returns We May Be Unable to Accept

Subject always to your statutory rights, we may be unable to accept a change-of-mind return where:

  • The applicable statutory cancellation period has expired

  • The product falls within a legal exception to cancellation rights

  • A hygiene-sensitive sealed product has been unsealed where the legal hygiene exception applies

  • The product has been materially damaged after delivery by the customer

  • The product has been altered by the customer

  • The product has been used beyond what is reasonably necessary for inspection

  • The return is otherwise excluded under applicable consumer law

These restrictions do not remove rights relating to goods that are faulty, damaged, incorrectly supplied, unsafe, or not as described.

19. Proof of Purchase and Return Assessment

We may ask for reasonable proof that the product was purchased from us before processing a return, repair, replacement, or refund.

Acceptable evidence may include your order confirmation, order information, payment record, or other evidence reasonably demonstrating the purchase.

Once a returned product is received, it may be inspected to confirm:

  • The identity of the returned product

  • Its condition

  • Whether hygiene protection remains intact where relevant

  • Whether the reported fault or damage is present

  • Whether all relevant parts have been returned

  • Whether any reduction in value has occurred because of excessive handling

Our assessment process does not affect any legal rights you may have.

20. Contact Us About a Return or Refund

If you have questions regarding a cancellation, return, faulty item, damaged item, incorrect item, replacement, or refund, please contact us using the details below.

Company: Harrowby
Address: 5 MALDEN ROAD, HARROGATE, HG1 4SF
Email: support@harrowby.online
Telephone: +44 7584039244

When contacting us about an existing order, please provide sufficient order information so that we can locate your purchase and respond to your request.

We will handle return and refund requests in accordance with this policy and applicable UK consumer law.

Nothing in this Return & Refund Policy excludes, limits, or replaces any mandatory consumer rights available to you under UK law.