We would rather you kept a piece because you like it than because you felt stuck with it. This page says exactly what you can send back, by when, who pays the postage and how quickly you get your money.
Nothing here takes away rights the law in your country gives you.
The short version
- You have 14 days from the day your order arrives to tell us you have changed your mind. That is the same in every country we ship to.
- Once you have told us, you have another 14 days to post it back.
- Contact us before sending anything back, so we can give you a returns code and the right address.
- If you changed your mind, you pay the return postage. That applies everywhere, without exception.
- If the item is faulty, damaged or not what you ordered, we put it right at our cost. In most cases we will not ask you to send it back at all.
- Refunds go back to the card you paid with. In the European Union and the United Kingdom that is within 14 days, because the law sets that period. Elsewhere we send it as soon as the return is approved, without committing to a fixed number of days.
- Faulty items are covered for much longer than 14 days. Your country is covered below.
- If your parcel does not turn up, we resend or refund. Until it reaches you it is our responsibility, not yours.
If your order does not arrive
Every order is shipped tracked, and until it is in your hands the parcel is our responsibility, not yours. Risk stays with us until you receive the goods.
If the delivery window for your country has passed and nothing has arrived, or tracking has not moved for ten days, email support@haldenhardware.com with your order number. The window for your country is on the delivery page. We will reply within one working day, start chasing it, and come back to you within five working days with either a firm delivery date or a decision. If the parcel cannot be found, the choice is yours: we send the order again at our cost, or we refund you in full including any delivery charge you paid. We will not ask you to wait out a long carrier investigation before we act.
Please tell us within 14 days of the end of the delivery window for your country. A parcel is far easier to find while the trail is fresh, and the claim deadlines we work to are short. If you report a parcel missing more than 30 days after the end of that window we may no longer be able to trace it, though we will still do what we can, and nothing here affects a legal right you have.
If tracking shows the parcel as delivered and you do not have it, tell us anyway. We will ask you to check with anyone else at the address, with neighbours, and in any safe place the driver may have used, and we will take it up with the carrier. Where the parcel does not come to light we will put it right by resending or refunding.
If a parcel is refused at the door, or is not collected and the carrier sends it back or disposes of it, we treat that as telling us you have changed your mind, and the change of mind terms below apply. We refund the price of the goods. In the European Union and the United Kingdom we also refund the standard delivery charge you paid, and deduct the cost of the return leg. For orders to the United States, Canada, Australia and New Zealand the delivery charge you paid is not refunded, and we deduct any return or handling charge the carrier makes.
If you refused the parcel because it was visibly damaged, or because it was plainly not what you ordered, that is not a change of mind. Tell us and we will put it right at our cost, with nothing deducted.
Import duty and local tax are set by your own country and are payable by the person receiving the parcel. A parcel held or sent back because those charges were not paid is not a fault in the order, and is handled as a change of mind under the paragraph above.
In the European Union and the United Kingdom this is also your legal right. If we have not delivered, you can give us a further period to deliver and then cancel for a full refund, and where a delivery date was essential to you, you can cancel straight away.
Changing your mind
You can cancel for any reason, without giving one, from the moment you order until 14 days after your order arrives. If it arrives in more than one parcel, the 14 days run from the day the last parcel arrives.
To cancel, email support@haldenhardware.com with your order number before the 14 days are up. A plain email is enough, and there is a cancellation form below if you would rather use one. What matters is that you send it inside the 14 days, not that we have replied by then.
In the European Union and the United Kingdom this is your legal right. In Canada, provincial law gives you a right to cancel in certain defined situations, which are set out under Canada below. In the United States, Australia and New Zealand there is no general right to cancel an online order simply because you changed your mind, so the 14 days is our own policy. We give you the same 14 days wherever you are, and we will honour it.
Cancellation form
You do not have to use this. A plain email saying you are cancelling is enough, and it counts from the moment you send it, not from the moment we reply. The form is here only if you would rather have the wording set out for you. Copy the lines below into an email to support@haldenhardware.com, or print them and post them with your parcel.
To SIA MIGLAI, trading as HALDEN, Reķu sala 6-4, Upesciems, LV-2137, Latvia, support@haldenhardware.com:
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Ordered on:
- Received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s), only if this form is sent on paper:
- Date:
Cross out “we”, “our” and the “(s)” where only one person is cancelling. Your order number is not part of the form, but if you have it to hand it helps us find you faster.
How to start a return
- Email support@haldenhardware.com with your order number and which items are involved. If something is damaged, wrong or faulty, attach photographs.
- We will reply, normally within one working day, with a returns code and the address to send it to if we need the item back.
- Post it back with the returns code written on the outside of the parcel.
Please wait for that reply before posting anything. The address on your original parcel is a dispatch address, not our returns address, and a parcel sent there will not reach us. The code is how we match your parcel to your order, so please ask for one first. If you have already sent something back without one, tell us and we will still put it right.
How long you have to post it back, if you have changed your mind. Within 14 days of telling us you are cancelling, in every country we ship to. Canadian orders cancelled under a provincial cancellation right have 15 days, as set out under Canada below. If our email reaches you late, or you cannot get to a post office in time, tell us and we will extend it.
That window is for a change of mind only. A faulty, damaged or incorrect item is not subject to it. Tell us as soon as you reasonably can, we will agree a timeframe with you, and it costs you nothing either way. Your rights by country are set out further down this page and nothing here shortens them. In Australia and New Zealand the consumer guarantees have no fixed cut off date.
In many cases we will not need the item back at all. If that applies to your order we will tell you when we approve the return, and you keep the piece.
Who pays the postage
Changed your mind: you pay the cost of sending the item back. This applies in every country we ship to, with no exceptions, and it is the case whether the return is your statutory right or our own policy. We recommend a tracked service, because the parcel is your responsibility until it reaches us. Ask us for the return address before you post, and we will tell you what the return is likely to cost you, so you can decide whether it is worth it.
Faulty, damaged or not what you ordered: it costs you nothing. In most cases we will not ask you to send the piece back at all, and you keep it. Where we do need it back, we pay for that, either with a prepaid label or by refunding your postage on receipt of the cost. You are never out of pocket when the fault is ours.
The original delivery charge. If you cancel an order to the European Union or the United Kingdom, we refund the standard delivery charge you paid. If you chose a faster delivery upgrade, we refund the standard rate rather than the upgrade. For orders to the United States, Canada, Australia and New Zealand, the original delivery charge is not refunded on a change of mind. It is always refunded in full if the item was faulty, damaged or wrong.
Damage on arrival
Brass is soft and parcels get handled. If anything arrives marked, bent or short, please photograph it and email us. Telling us within 48 hours means we can act on it straight away, because the claim deadlines we work to are short.
If you spot it later, contact us anyway. Reporting late does not affect your legal rights, and we would rather hear from you late than not at all.
Refunds
Once your return is approved we refund to the card or account you paid with. In the European Union and the United Kingdom we do that within 14 days, because that is the period the law sets. Outside the European Union and the United Kingdom we do not guarantee a fixed period. We send approved refunds as soon as we can and we tell you the day yours goes out. How long it then takes to appear on your statement is set by your bank or card issuer, not by us. We do not issue store credit unless you ask for it.
Where we have asked for the item back, we may wait until it arrives, or until you send us proof of postage, whichever comes first.
Condition of returned goods
Please keep hardware unfitted and in its packaging. You may handle it as you would in a shop, to check the finish, the weight and how it feels in the hand.
If a piece comes back drilled, fitted, scratched from installation or otherwise handled beyond that, we may reduce the refund to reflect the loss in value. We will tell you the amount and why before we do it. This applies to change of mind returns only. We never reduce a refund because a faulty, damaged or incorrect item had already been fitted when the fault came to light.
Your rights by country
European Union and Ireland
You have a statutory 14 day right of withdrawal under the Consumer Rights Directive, and 14 days from telling us to send the goods back. You bear the direct cost of returning them. Separately, goods must match their description and be fit for purpose for two years from delivery. For the first year, if something goes wrong, it is assumed to have been faulty from the start and you do not have to prove it. If we cannot settle a complaint with you directly, consumers in Latvia may contact the Consumer Rights Protection Centre (PTAC) at ptac.gov.lv.
United Kingdom
You have a statutory 14 day cancellation right under the Consumer Contracts Regulations 2013, and 14 days from telling us to send the goods back, at your own cost. Under the Consumer Rights Act 2015 you also have 30 days from delivery to reject faulty goods for a full refund, and rights to repair or replacement after that.
Australia
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure is not major. These rights have no fixed cut off date, the 14 day windows on this page do not apply to them, and nothing on this page limits them.
New Zealand
Our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be contracted out of. Where goods fail to meet a guarantee you are entitled to a remedy, the 14 day windows on this page do not apply to it, and nothing on this page limits that.
United States
There is no general statutory cooling off period for online orders, so the 14 day window above is our own policy. Faulty, damaged or incorrect items are put right at our cost regardless, and nothing here affects any rights your state gives you.
Canada
There is no general change of mind cooling off period for online orders in Canada, so the 14 day window above is our own policy. Provincial law does give you a right to cancel in defined situations. Depending on your province, you may cancel if we did not give you the required information before you placed your order, if we did not send you a copy of your agreement in time, or if we have still not delivered 30 days after the end of the delivery window we quoted you. If you cancel on one of those grounds we refund everything you paid, including the delivery charge, within 15 days, you have 15 days to send the goods back, and we pay the return postage. The 14 day posting deadline and the delivery charge rule set out earlier on this page apply to a change of mind, not to a cancellation of that kind. Faulty, damaged or incorrect items are put right at our cost in every province.
Business and trade orders
An order placed in the course of a business is a business to business sale, not a consumer contract. The statutory withdrawal rights above do not apply to it, and a run made up for a named project is not returnable on a change of mind. Faulty or incorrect goods are still put right at our cost. If you are specifying for a project, contact us before you order and we will confirm the terms with you in writing.
Getting in touch
Email support@haldenhardware.com. We answer within one working day, Monday to Friday.
HALDEN is operated by SIA MIGLAI, Reķu sala 6-4, Upesciems, LV-2137, Latvia. Phone +371 22 116 111.