Refund policy

 

Last updated: August 19, 2026

Our 30-day returns and exchanges promise

You may request a return or exchange within 30 days after the item is delivered. This commercial promise is in addition to, and does not replace, your statutory rights under UK consumer law.

To qualify under our 30-day promise, the item must be returned in a resaleable condition: unworn beyond what is reasonably necessary to inspect it, unwashed, with original tags attached and, where reasonably possible, in its original packaging. Please include your order number or other proof of purchase.

How to start a return or exchange

Email support@harrowvale.co.uk with:

1. your order number;
2. the item you wish to return or exchange;
3. if requesting an exchange, the replacement size, colour or item you would like;
4. the reason for the return or exchange; and
5. photographs if the item is damaged, faulty or incorrect.

We will send return or exchange instructions and confirm the return reference. Approved items must be sent to:

Harrow & Vale UK Returns  
4 Empire Centre  
Imperial Way  
Watford WD24 4YH  
United Kingdom

Do not send returns or exchanges to the Kentucky business address. Contact us before posting an item so that it can be identified and processed correctly.

Items sent to an unauthorised address may be delayed or lost. This does not affect any statutory right to cancel or reject goods.

Your statutory right to cancel

For most online purchases, UK customers may tell us that they wish to cancel within 14 days after receiving the goods. After notifying us, the customer normally has a further 14 days to send the goods back.

To cancel, email support@harrowvale.co.uk with a clear statement that you are cancelling, together with your name, order number and the relevant item. You may also use the model cancellation form at the end of this policy, but it is not compulsory.

Where the statutory cancellation right applies, we refund the item price and the cost of our least expensive standard outbound delivery option. As standard delivery is currently free, no outbound delivery charge will normally be due. Any premium delivery upgrade is not refundable beyond the standard-delivery amount.

Return and exchange postage

• Changed mind / buyer's remorse: The customer pays the cost of returning the item to our Watford returns facility. This also applies to exchanges requested because the customer would prefer a different size, colour or item. The price depends on the carrier, parcel size, weight and selected service. We do not charge a return, exchange or restocking fee.
• Faulty, damaged, not as described or incorrect item: Harrow & Vale will pay the reasonable return postage. We will provide a prepaid return label or reimburse the customer's reasonable return-postage charge and will provide an appropriate remedy in accordance with UK consumer law.

For approved exchanges, the replacement item will be sent using our standard delivery service without an additional delivery charge.

Use a tracked service and keep proof of posting. We cannot take responsibility for a return parcel before it reaches the designated return facility, except where we arranged the carrier or the law provides otherwise.

Faulty, damaged, incorrect or misdescribed goods

Please inspect your order after delivery and contact us promptly if something is wrong. Include photographs where possible so we can resolve the matter efficiently.

Nothing in this policy limits rights under the Consumer Rights Act 2015. Depending on the circumstances, remedies may include repair, replacement, price reduction or refund. Statutory time limits and remedies remain available even if our voluntary 30-day promise has expired.

Items excluded from change-of-mind returns

The statutory cancellation right may not apply to:

- goods made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed; and
- any other category lawfully excluded from cancellation rights.

An exclusion does not remove your rights when an item is faulty, damaged, incorrect or not as described. Sale items have the same statutory protections as full-price items.

Exchanges

We accept exchanges requested within 30 days after the item is delivered, subject to the eligibility conditions set out in this policy.

To request an exchange, contact support@harrowvale.co.uk before returning the item. Please tell us which replacement size, colour or item you would like.

Exchanges are subject to availability. We cannot reserve replacement stock until the returned item has been received and processed.

If the requested replacement is unavailable, we will contact you and offer an available alternative or issue a refund to your original payment method.

For change-of-mind exchanges, the customer is responsible for the cost of returning the original item. Harrow & Vale does not charge an exchange fee, and the replacement will be sent using our standard delivery service without an additional delivery charge.

Where an exchange is required because an item is faulty, damaged, incorrect or not as described, Harrow & Vale will cover the reasonable return costs in accordance with UK consumer law.

Your statutory rights are unaffected.

Refund timing and method

Refunds are made to the original payment method. For a statutory cancellation, we will issue the refund without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they were sent back, whichever occurs first. We may withhold the refund until then where the law permits.

We may make a reasonable deduction for diminished value caused by handling beyond what would be permitted in a physical shop. We will explain any proposed deduction.

After we issue a refund, your bank or payment provider may need additional time to display it. Contact us if it has not appeared within 10 working days of our confirmation.

Model cancellation form

To: GCL Ventures LLC, trading as Harrow & Vale UK, 212 N. 2nd St., STE 100, Richmond, Kentucky 40475, United States; support@harrowvale.co.uk

I give notice that I cancel my contract for the sale of the following goods:

• Order number:
  - Goods:
  - Ordered on / received on:
  - Customer name:
  - Customer address:
  - Date:

Contact Information

Store name: Harrow & Vale UK  
Company name: GCL Ventures LLC, trading as Harrow & Vale UK 
Company Address: 212 N. 2nd St. STE 100, Richmond, Kentucky 40475, United States  
Warehouse Address: 4 Empire Centre, Imperial Way, Watford WD24 4YH, United Kingdom  
Kentucky Organization No.: 1554057  
Phone: +44 7882 511281  
Email: support@harrowvale.co.uk  

You can also get in touch with us via our Contact Us page.

Monday to Friday | 09:00–17:00 UK time 

We aim to respond to your enquiries within 24 hours.