Refund policy
Last updated: June 4, 2026
At Herlton, we want you to feel confident when shopping with us. This policy explains when returns and refunds are accepted, how to request them, and how refunds are processed.
30-Days Returns Policy
You may request a return or refund within 30 days of receiving your order, provided the item meets the conditions outlined below.
Returned items must be:
- Unused and unworn
- In the same condition as received
- Returned with original packaging, accessories, and documentation
We do not charge any restocking fees.
Returns & Refunds Eligibility
For Change of Mind
Return requests must be made within 30 days of delivery. The item must be:
- Unused
- In original condition
- Returned with original packaging
Return shipping costs are the responsibility of the customer.
Shipping costs are non-refundable.
Orders may be cancelled before they have been dispatched. Once an order has been shipped, it can no longer be cancelled but may still be eligible for return in accordance with our Returns Policy.
Refunds are processed within 14 days after inspection and issued to the original payment method or as store credit.
Wrong Product Received
Return requests must be made within 30 days of delivery.
A wrong product refers to a different model, type, or colour than ordered.
Minor differences due to lighting, photography, or manufacturing batches are not considered incorrect items.
Return shipping costs are the responsibility of the customer.
After inspection, a refund or replacement will be issued.
Refunds are processed within 14 days and issued to the original payment method or as store credit.
Damaged in Transit
Damage must be reported within 30 days of delivery.
Clear photos of the item and packaging are required.
Return shipping costs are the responsibility of the customer.
After inspection, a replacement or refund will be issued.
Refunds are processed within 14 days and issued to the original payment method or as store credit.
Faulty Item (Manufacturing Defect)
Return requests must be made within 30 days of delivery.
Clear photos or videos showing the fault are required.
Return shipping costs are the responsibility of the customer.
After inspection, a replacement or refund will be issued.
Refunds are processed within 14 days and issued to the original payment method or as store credit.
Item Never Arrived
Claims must be submitted 30 business days after the expected delivery date.
No return shipping applies.
We will investigate the issue with the courier.
Once confirmed as lost, you may choose between a replacement or a full refund.
Refunds are processed within 14 days of resolution.
How to Request a Return or Refund
To request a return or refund, email info@herlton.com with:
- Your order number
- Reason for the request
- Photos or videos (if applicable)
Our support team will review your request and provide return instructions if eligible.
All returns must be sent using a trackable shipping service.
Refunds Processing
Once your return is received and inspected, or a delivery issue is resolved, refunds are processed within 14 days.
Refunds are issued to the original payment method unless store credit is requested.
Store credit is issued as a gift card or discount code for use at www.herlton.com
Non-Returnable Items
The following items are not eligible for return:
- Custom-made or personalised items
- Products sealed for hygiene or safety reasons once opened
- Gift cards
Any non-returnable item will be clearly identified on the product page where applicable.
Bundle Offers & Promotions
Products purchased as part of a bundle, multi-buy offer, promotional set, discounted package, or free gift promotion are treated as a single combined purchase.
Promotional pricing, discounts, and free items are conditional upon meeting and maintaining the qualifying bundle or promotional requirements.
If a return, partial return, cancellation, or refund request causes the original order to no longer qualify for the promotion, the order will be recalculated based on the items kept.
Where applicable:
- Free promotional items must also be returned if the qualifying purchase is returned, reduced, or no longer meets the promotional threshold.
- Any retained items may revert to their standard individual retail price.
- Discounted items may only be refunded at the discounted amount originally paid.
- Any refund issued may be reduced to reflect the full retail value of retained promotional or discounted items.
All bundled and promotional items must still meet the standard return eligibility conditions outlined in this policy.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original purchase for a refund or store credit and place a new order.
UK Customers - Online Dispute Resolution
UK customers may access the European Commission's Online Dispute Resolution platform at:
https://ec.europa.eu/consumers/odr
Our contact email for ODR is info@herlton.com.
We are not obliged and do not participate in consumer arbitration unless required by law.
Contact
For any questions regarding returns or refunds, contact us at:
Business Name: Tylria Enterprise Ltd T/A Herlton
Business Address: 71-75, Shelton Street, London, WC2H 9JQ
Company Reg. No. 17164164
Email: info@herlton.com
Phone number: 07575 396370
Opening hours: Monday to Friday, 09:00 - 17:00 (GMT)
Response time: 24-48 hours