Hale & Cove Returns & Refunds Policy
At Hale & Cove, we are committed to providing safe, high-quality skincare products designed especially for kids, tweens, and young skin. Every product is carefully formulated, manufactured, and packed with attention to quality and hygiene. We value the trust our customers place in us and strive to make every shopping experience smooth, transparent, and satisfying.
We understand that there may be occasions when you need to return a product or report an issue with your order. This Returns & Refunds Policy explains the conditions under which returns, replacements, refunds, and store credits are processed. By placing an order through the Hale & Cove website, you agree to the terms outlined in this policy.
Please read this policy carefully before making a purchase.
1. Return Eligibility
Hale & Cove accepts returns only for products that meet the eligibility criteria mentioned below.
Products may be returned within 7 calendar days from the date the order is marked as delivered. Requests submitted after this period may not be accepted.
To qualify for a return, the product must meet all of the following conditions:
• The product must be completely unused.
• The product must remain unopened and sealed in its original condition.
• The original packaging must be intact without any damage.
• All labels, stickers, tags, inserts, instruction leaflets, and accessories (if applicable) must be included.
• The product should not show any signs of usage, tampering, or alteration.
• The item must be returned in a condition suitable for resale.
Products that do not meet these conditions may be rejected after inspection.
Since Hale & Cove products are personal care and skincare items, maintaining hygiene and product integrity is extremely important. We cannot accept returns for products that have been opened or used because we cannot verify their safety for future handling.
Customers are encouraged to inspect their order immediately after delivery. If there are any concerns, please contact our customer support team as soon as possible.
2. How to Initiate a Return
If your order qualifies for a return, you must initiate the return request within the eligible return period.
To request a return, please contact the official Hale & Cove customer support team haleandcoveskin@gmail.com with the following details:
• Full Name
• Registered Email Address
• Mobile Number
• Order Number
• Product Name
• Reason for Return
• Supporting photographs (if applicable)
Our customer support team will review your request and provide instructions regarding the return process.
To request a return, please contact the official Hale & Cove customer support team haleandcoveskin@gmail.com with the following details:
• Full Name
• Registered Email Address
• Mobile Number
• Order Number
• Product Name
• Reason for Return
• Supporting photographs (if applicable)
Our customer support team will review your request and provide instructions regarding the return process.
Please do not send products back without receiving confirmation from Hale & Cove. Unauthorized returns may not be accepted or processed.
Once your request is approved, you will receive detailed instructions regarding the return shipping process.
3. Return Shipping Charges
Unless otherwise specified, customers are responsible for arranging and paying the shipping charges required to return eligible products to Hale & Cove.
Return shipping costs are non-refundable and will not be reimbursed.
We strongly recommend using a reliable courier service that provides:
• Shipment tracking
• Delivery confirmation
• Insurance (where available)
Hale & Cove is not responsible for:
• Products lost during return transit.
• Delayed deliveries by courier partners.
• Damaged return packages caused during transportation.
• Incorrect shipping addresses provided by customers.
The customer remains responsible for ensuring that the returned product reaches our warehouse safely and in its original condition.
If the returned product is damaged during shipping due to insufficient packaging, Hale & Cove reserves the right to reject the return.
Customers should securely pack the product to prevent damage during transit.
4. Inspection of Returned Products
After the returned product reaches our warehouse, our quality assurance team will inspect it carefully before approving any refund, replacement, or store credit.
During inspection, we may verify:
• Product condition
• Seal integrity
• Packaging condition
• Batch number
• Manufacturing labels
• Product authenticity
• Signs of opening or usage
• Missing accessories or inserts
• Damage caused after delivery
The inspection process helps ensure fairness while maintaining hygiene standards for all customers.
Approval of a return request does not automatically guarantee approval of a refund. Refunds are processed only after successful inspection of the returned product.
Hale & Cove reserves the right to reject returns that fail to meet the eligibility requirements described in this policy.
5. Non-Returnable and Non-Refundable Products
To protect customer safety and maintain strict hygiene standards, certain products are not eligible for return or refund.
These include, but are not limited to:
Opened Products
Products that have been opened after delivery cannot be returned.
Used Products
Any skincare product that has been partially or fully used is nonreturnable.
Products Without Original Packaging
Returns will not be accepted if the product is returned without:
• Original carton
• Product seal
• Labels
• Safety stickers
• Instruction leaflets
• Original accessories (if applicable)
Products Damaged After Delivery
Returns will not be accepted for products that have been damaged due to:
• Improper storage
• Accidental damage
• Water exposure
• Heat exposure
• Misuse
• Negligence
• Incorrect handling
Products Returned After the Return Window
Requests made beyond the 7-day return period will not qualify for return or refund.
Promotional Products
Products received as free gifts, complimentary samples, promotional items, or giveaway products are non-refundable and non-returnable unless they arrive damaged or defective.
Gift Cards and Store Credits
Store credits, vouchers, promotional coupons, and gift cards cannot be redeemed for cash and are non-refundable.
6. Damaged, Defective, or Incorrect Products
If you receive: • A damaged product
• A leaking product
• A manufacturing defect
• An incorrect product
• An incomplete order
Please contact Hale & Cove haleandcoveskin@gmail.com within 48 hours of delivery.
To help us investigate the issue efficiently, please provide:
• Order Number
• Customer Name
• Registered Email Address
• Clear photographs of the outer package
• Clear photographs of the product
• Images showing the batch number (if visible)
• A complete, uninterrupted unboxing video recorded from the moment the sealed package is opened until the product is fully visible
The unboxing video is an essential requirement because it helps us verify whether the issue occurred during shipping or before delivery.
Requests submitted without a clear and continuous unboxing video may not qualify for replacement, refund, or store credit.
After reviewing the submitted evidence, Hale & Cove may choose to:
• Replace the product
• Issue a refund
• Provide store credit
• Reject the claim if the evidence is insufficient or the damage occurred after delivery
The final decision will be made after completing the verification process.
7. Refund Process
Once your returned product has been received and successfully inspected, Hale & Cove will notify you regarding the outcome of your refund request.
If the return is approved:
• The eligible refund amount will be processed using the original payment method whenever applicable.
• Refund processing timelines may vary depending on your bank, payment gateway, credit card provider, or financial institution.
• Hale & Cove is not responsible for delays caused by third-party payment providers.
Please note that shipping charges paid during the original purchase are non-refundable.
If any deductions apply under this policy, they will be adjusted before the refund is processed.
Customers will receive confirmation once the refund has been initiated. Actual credit timelines depend entirely on the customer’s payment provider.
8. Customer-Initiated Returns
Sometimes customers may wish to return a product for personal reasons, including:
• Change of mind
• Ordered by mistake
• No longer required
• Personal preference
• Product expectations not matching individual preferences
In such situations, Hale & Cove may accept returns only if the product satisfies all return eligibility requirements. The following conditions will apply:
• Original shipping charges will not be refunded.
• A 10% administrative fee will be deducted from the eligible refund amount to cover payment gateway fees, processing expenses, inspection costs, and operational handling.
• The remaining approved refund amount will be issued as Hale & Cove Store Credit (Online Store Voucher).
• Store Credit may be used for future purchases made through the Hale & Cove website.
• Store Credit cannot be exchanged for cash.
• Store Credit cannot be transferred to another individual unless specifically approved by Hale & Cove.
• Return shipping expenses must be paid entirely by the customer.
This approach allows us to maintain fair pricing while managing operational costs associated with customer-initiated returns.
9. Store Credit Policy
Where applicable, Hale & Cove may issue Store Credit instead of a direct monetary refund. Store Credit can be used:
• For future purchases on the Hale & Cove website.
• Towards eligible products available at the time of redemption.
• During checkout by applying the issued voucher code.
Store Credit:
• Cannot be exchanged for cash.
• Cannot be refunded.
• Cannot be transferred without prior approval.
• Cannot be combined with certain promotional offers unless stated otherwise. • May be subject to an expiry period communicated at the time of issuance.
Customers are responsible for using their Store Credit before its expiry date, if applicable.
10. Order Cancellation
Customers may cancel an order only before it has been processed or shipped.
Once an order has been packed, dispatched, or handed over to the courier partner, cancellation requests cannot be accepted.
If an eligible cancellation request is approved before shipment:
• The refund will be processed through the original payment method whenever applicable.
• Payment processing timelines depend on the respective financial institution. Orders already shipped must follow the return process outlined in this policy.
11. Failed Deliveries and Refused Orders
If a delivery attempt fails because:
• The customer is unavailable.
• An incorrect address was provided.
• The customer refuses delivery.
• The package remains unclaimed. The order may be returned to Hale & Cove. In such cases:
• Original shipping charges remain non-refundable.
• Return shipping charges incurred by Hale & Cove may also be deducted from the refundable amount where applicable.
• Refunds or Store Credit will only be processed after the returned package has been received and inspected.
Repeated failed deliveries may affect future order acceptance.
12. Fraud Prevention
To maintain a safe shopping environment, Hale & Cove reserves the right to reject any return, refund, or replacement request if fraudulent activity is suspected.
Examples include:
• False damage claims.
• Edited photographs or videos.
• Incomplete or manipulated unboxing videos.
• Returning different products.
• Returning empty packages.
• Multiple suspicious refund requests.
• Abuse of promotional offers.
Where necessary, Hale & Cove may request additional verification before approving any claim.
13. Limitation of Liability
Hale & Cove’s responsibility under this policy is limited to the purchase value of the eligible product.
We shall not be liable for:
• Indirect losses.
• Consequential damages.
• Loss of business.
• Loss of opportunity.
• Personal dissatisfaction arising from subjective product expectations.
• Delays caused by courier companies, payment providers, natural disasters, government actions, or circumstances beyond our reasonable control.
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer protection laws.
14. Policy Updates
Hale & Cove reserves the right to modify, update, revise, or replace this Returns & Refunds Policy at any time without prior notice.
Any changes become effective immediately upon publication on the Hale & Cove website.
Customers are encouraged to review this policy periodically before placing an order.
Continued use of the Hale & Cove website following any updates constitutes acceptance of the revised policy.
15. Cash on Delivery (COD)
• Cash on Delivery (COD) orders are subject to a fixed handling charge, which will be added to the total order value at checkout.
• The handling charge applies only to COD orders. Prepaid orders do not incur any handling charges.
• Customers are not permitted to open or inspect the package before making payment for COD orders. The delivery partner is not authorized to allow open-box delivery for COD shipments.
• For prepaid orders, customers may open and inspect the package after accepting the delivery to verify that they have received the correct products. If you receive a damaged, defective, or incorrect item, please report the issue to Hale & Cove haleandcoveskin@gmail.com within 48 hours of delivery with clear photos or an unboxing video, and we will review your request in accordance with our Returns & Refund Policy.
16. Contact Us
If you have any questions regarding returns, refunds, replacements, cancellations, or Store Credit, please contact the Hale & Cove Customer Support Team haleandcoveskin@gmail.com using the official contact details available on our website.
When contacting us, kindly include your Order Number and registered contact details to help us assist you more efficiently.
Our team will review your request and respond as quickly as possible to ensure a fair and transparent resolution.
FAQ
1. What is Hale & Cove’s return policy?
Hale & Cove accepts returns within 7 days of delivery, provided the product is unused, unopened, and returned in its original packaging with all labels, tags, and accessories intact.
2. Can I return a product after opening it?
No. For hygiene and safety reasons, opened or used skincare products cannot be returned or refunded.
3. Who pays the return shipping charges?
Customers are responsible for arranging and paying all return shipping charges unless otherwise stated by Hale & Cove.
4. What products are not eligible for return or refund?
Opened or used products, products returned without their original packaging, items damaged due to misuse or improper handling, promotional items, gift cards, and requests made after the return period are not eligible for return or refund.
5. Why is an unboxing video required?
An unboxing video helps us verify whether the product was damaged during shipping or if an incorrect item was delivered. It ensures a fair and transparent claim process.
6. How long does it take to receive my refund?
Once your returned product has been inspected and approved, your refund will be processed to your original payment method. The time taken to receive the refund depends on your bank or payment provider. 7. What happens if I return a product because I changed my mind? If your return meets our eligibility requirements, the original shipping charges will not be refunded, a 10% administrative fee will be deducted, and the remaining eligible amount will be issued as Hale & Cove Store Credit.