Refund policy

Last Updated: 15 August 2026

At Hales we want you to be happy with what arrives. If you are not, returning it is simple and free of admin games.

Order Cancellations

You can cancel within 24 hours of placing an order by emailing Info@gethales.com with your order number. After that window we cannot guarantee cancellation, since your order may already be in processing. Once it has shipped, cancellation is no longer possible, though you can still return the item after delivery under this policy.

30 Day Easy Returns

You have 30 days from the day your order arrives to return it. To qualify, items must be:

  • Unused
  • In their original condition
  • Returned with original packaging, tags and accessories

Our support team walks you through the whole thing. Restocking fee: $0. We do not charge one.

Return Policy Overview

  • Return window: 30 days from the day your order arrives
  • Condition: unused and in original condition with all packaging, tags and accessories
  • Easy returns: our support team guides you through it
  • Restocking fee: none

Return Costs

Defective or incorrect products. No cost to you if the item is wrong, arrived damaged, or is defective in any way.

Change of mind. If you ordered the wrong item, it does not fit, or you simply no longer want it, you cover the actual return shipping cost. Original shipping costs are not refundable.

How to Return an Item

  1. Contact us. Email Info@gethales.com with your order number and the reason for the return.
  2. Pack your item. Repack it securely in its original packaging with all accessories, tags and documents.
  3. Send it back. Ship it using the instructions in your return authorisation email, with the carrier or method recommended there.

Refund Process

  • Inspection: once your return arrives we check it against the criteria above.
  • Refund timing: after approval, allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.

Exchanges

We accept exchanges. For a different size, colour or product, email Info@gethales.com and we will arrange it quickly.

Order Not Delivered

If your order has not arrived within the expected window, email Info@gethales.com with your order number. We will open an investigation with the carrier. If the package is confirmed lost, you get a full refund to your original payment method or a replacement at no extra cost.

Non Returnable Items

For hygiene and safety reasons a small number of items cannot be returned. These are clearly marked as non returnable on their product pages.

Changes to This Policy

We may update this Return and Refund Policy at any time. Changes appear here with a revised Last Updated date. Continued use of our website after a change means you accept the updated policy.

Questions?

Visit our FAQ page or contact our customer service team.

Contact Information

Store Name: Hales

Store Address: 1757 Victoria Park Avenue, Scarborough, Ontario, Canada

Store Email: Info@gethales.com

Store Phone: +14373650370

Customer Service Hours: Monday to Friday: 9:00 AM to 5:00 PM (Eastern Time)

Response Time: We aim to reply within 1 to 2 business days