Refund & Return Policy

Refund & Return Policy

Effective Date: 28 August 2026

Last Updated: 21 October 2026

At Margaret Hale, customer satisfaction is our priority. This Refund & Return Policy outlines your statutory rights as a consumer in the United Kingdom, our return procedures, and our extended return options.

1. Statutory 14-Day Cancellation Period (UK Law)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the statutory legal right to cancel your purchase within 14 calendar days of receiving your items without providing a reason.

Cancellation Window: The cancellation period begins the moment you place your order and ends 14 calendar days after the day you (or an authorised third party other than the delivery carrier) physically receive the goods. For orders delivered in multiple packages, the 14 days begin upon delivery of the final package.

Statutory Refund Amount: If you cancel within this 14-day statutory window, you will receive a 100% refund of the purchase price paid for the returned items, including our standard outbound delivery charge (if any was charged). No administrative, restocking, or handling fees will be deducted from your statutory refund.

Return Shipping Costs: Except where an item is confirmed to be faulty, damaged, or incorrect as a result of our error, you are responsible for paying the direct cost of returning the goods to our designated returns facility via a tracked postal service.

Condition & Diminished Value: You are permitted to inspect the goods as you would in a retail shop. If the items show evidence of use beyond what is necessary to inspect their fit, quality, or functionality (e.g., worn, washed, damaged, missing original packaging or tags), we reserve the right under UK law to deduct an amount corresponding to the diminished value from your refund.

2. Extended Voluntary Return Guarantee (Days 15–30)

To offer additional flexibility beyond the legal minimum, Margaret Hale provides an extended return window of up to 30 calendar days from the date of physical delivery.

For return requests submitted between Day 15 and Day 30 following delivery:

Option A — Refund to Original Payment Method: Subject to a 10% restocking and processing fee (deducted from the refund total to cover inspection, re-warehousing, and administrative processing).

Option B — Store Credit: Receive 100% of your product purchase price issued as a Margaret Hale digital gift card or store credit (no processing fee applied).

To qualify for the 15–30 day extended return, items must be in brand-new, completely unworn, unwashed condition with all original tags attached and in original packaging.

Return Shipping Costs: As with statutory cancellations, except where an item is confirmed to be faulty, damaged, or incorrect as a result of our error, you are responsible for the cost of returning the goods to our designated returns facility.

3. Non-Returnable & Hygiene-Exempt Items

In accordance with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, the following items are strictly exempt from cancellation and return once unsealed or handled:

Underwear, briefs, boxers, and lingerie.

Bodysuits and hosiery (tights, stockings, socks).

Swimwear and bikini bottoms where the protective hygiene seal has been broken or removed.

Beauty, cosmetics, skincare, and personal grooming products with broken protective seals.

Customised, personalised, or bespoke goods made to specific customer measurements.

4. Step-by-Step Return Instructions

Submit a Return Request: Before sending any items back, email our support team at info@margarethale.co.uk with your:

Full Name

Order Number (e.g., #MH1024)

Item(s) you wish to return

Reason for the return (and clear photos if the item is damaged or defective)

Receive Authorisation: Once your request is verified, our team will provide you with official return instructions and a Return Merchandise Authorisation (RMA) reference.

Return Address: The return address will be provided by our customer service team once you have contacted us and your return request has been authorised.

Important Notice on Return Addresses: Do not send returns to the sender address printed on your parcel. Orders are fulfilled via centralised logistics centers that cannot accept unsolicited customer returns. Packages returned without prior authorisation or sent to the wrong dispatch facility cannot be processed and will not be refunded.

Ship the Package: Pack the items securely and ship them using a tracked, insured carrier service (such as Royal Mail Tracked or Evri). Retain your proof of postage and tracking number until your refund is confirmed. As the returns facility is located overseas, shipping costs, transit times, and any customs documentation are the customer's responsibility except where Section 5 (Faulty or Incorrect Goods) applies.

Inspection and Processing: Once delivered to our returns hub, items are inspected within 3 to 5 business days. Approved refunds are issued to your original payment method within 5 to 7 business days.

5. Damaged, Defective, or Incorrect Goods

Under the Consumer Rights Act 2015, all goods must be as described, fit for purpose, and of satisfactory quality.

Reporting Faults: If you receive an item that is defective, broken, or not what you ordered, please notify us as soon as reasonably possible, and no later than 30 days from receipt, at info@margarethale.co.uk. Please provide your order number and clear photographs displaying the defect and outer package condition.

Remedy: Where goods are verified to be faulty or incorrect, you are entitled to a full replacement or a 100% refund. Margaret Hale will cover the return postage costs or supply a prepaid shipping label for these cases.

6. Return Terms Comparison

7. Customer Support

For return requests, order enquiries, or refund tracking:

Store Name: Margaret Hale

Operating Entity: Bhadella Brothers LLC

Customer Support Email: info@margarethale.co.uk

Support Operating Hours: Monday to Friday, 11:00 AM – 7:00 PM GMT

Average response time: within 24 business hours.