RETURNS & EXCHANGES
Last updated: 15 SEPTEMBER 2026
A NOTE ON INTENTION
Each piece from The Halo Lab is created to be chosen with care. We encourage mindful purchasing, but understand that sometimes a piece is not quite right.
YOUR RIGHT TO WITHDRAW (EU)
f you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, notify us within the 14-day period by emailing info@the-halo-lab.com. Once you have notified us, you have a further 14 days to return the item.
RETURN CONDITIONS
You may inspect and try on an item as you would in a shop. Please return it with all original tags and, where reasonably possible, in its original packaging.
We may make a deduction from your refund if the item has been handled beyond what is necessary to establish its nature, characteristics and functioning, resulting in a reduction in value.
HOW TO REQUEST A RETURN
To begin a return, email info@the-halo-lab.com with:
Your order number
The item you wish to return
A brief note confirming that you wish to withdraw from the purchase, where applicable
We will send you return instructions.
RETURN SHIPPING
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
We recommend using a tracked and insured service. You are responsible for the item until it reaches us safely.
REFUNDS
Once we receive the returned item, or evidence that it has been sent back, we will process the refund within 14 days.
Refunds are issued to the original payment method and include the cost of standard outbound delivery. Any additional cost resulting from a delivery method other than our least expensive standard delivery option will not be reimbursed.
EXCHANGES
Exchanges are subject to availability. If you would like to exchange a piece or size, contact us at info@the-halo-lab.comand we will guide you through the process.
BESPOKE & PERSONALISED ITEMS
Bespoke hats and personalised items are made to your individual specifications. For this reason, the statutory right of withdrawal does not apply to these pieces.
This does not affect your rights if a bespoke or personalised item is damaged, defective or does not conform to its description.
DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged, defective or incorrect, please contact us as soon as reasonably possible—ideally within 48 hours of delivery—at info@the-halo-lab.com. Please include your order number and photographs where possible.
Each Halo is individually handcrafted. Natural variations in colour, texture, shape and finish may occur, and some designs intentionally feature raw edges, distressed details or subtle irregularities. Where shown or described on the relevant product page, these characteristics are part of the intended design and are not considered defects.
Damage caused by misuse, accidental damage, improper storage or normal wear over time is not considered a manufacturing defect.
SALE ITEMS
Sale, promotional, clearance and archive items are not eligible for discretionary returns or exchanges.
However, this does not affect any mandatory statutory rights, including the right of withdrawal that may apply to standard, non-bespoke items purchased by consumers in the European Union.
FINAL NOTE
Every Halo is made with care and intended to accompany you for years to come. If something is not as it should be, we will always aim for a fair and thoughtful resolution.