RETURNS & EXCHANGES
Last updated: 21 JULY 2026
A NOTE ON INTENTION
Each piece from The Halo Lab is created to be chosen with care.
We encourage mindful purchasing—but we understand that sometimes, something isn’t quite right.
YOUR RIGHT TO WITHDRAW (EU)
You have the right to notify us of your decision to withdraw from the purchase within 14 days of receiving your order. Once notified, you have a further 14 days to return the item.
RETURN CONDITIONS
To be eligible for a return:
the item must be unused
in its original condition
with all tags attached
returned in its original packaging
Items that do not meet these conditions may not be accepted.
HOW TO REQUEST A RETURN
To initiate a return, contact us at:
Please include:
your order number
the item you wish to return
Once approved, you will receive return instructions.
RETURN SHIPPING
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
We strongly recommend using a tracked and insured shipping service, as we cannot be responsible for items lost or damaged during return transit.
REFUNDS
Refunds will be issued to the original payment method within 14 days after we receive and inspect the returned item.
EXCHANGES
Exchanges are subject to availability.
If you wish to exchange an item (e.g. size), please contact us and we will guide you through the process.
BESPOKE & PERSONALISED ITEMS
Bespoke hats and personalised items are made to your individual specifications and cannot be returned or refunded.
In accordance with applicable EU consumer law, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
If your bespoke or personalised piece arrives damaged or has a manufacturing defect, please contact us immediately so we can assess and resolve the issue.
DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, please contact us within 48 hours of delivery. Please include photographs so we can assess the situation and resolve it promptly. This does not include damage caused by misuse, accidental damage, improper storage, or normal wear over time.
Please note that some Halo designs intentionally feature distressed finishes, raw edges, natural variations, or handcrafted irregularities as part of their design. These characteristics are intentional and should not be considered defects.
SALE ITEMS
Items purchased on sale, during promotional events, or as part of a clearance or archive sale are considered final sale and cannot be returned, exchanged, or refunded, unless they arrive damaged or defective or where required by applicable law.
NON-RETURNABLE ITEMS
For hygiene and product integrity, certain items may not be eligible for return if worn or used.
FINAL NOTE
Every Halo is made with care and intended to accompany you for years to come.
If something isn't as it should be, we'll always work with you to find a fair and thoughtful solution.