Refund policy
REFUND & RETURN POLICY
Last Updated: 5 September 2026
Hales wants you to be happy with what shows up at your door. If something's not right, sorting it out is simple, no hoops, no fine print games.
Cancelling an order
Change your mind fast? Email Info@gethales.com within 24 hours of ordering and we'll cancel it, no questions asked. After that window we can't promise it, since the order may already be in motion, and once it's shipped there's no cancelling it. You can still send it back once it arrives, under the return terms below.
30 days to return anything
You've got 30 days from delivery to send an item back. To qualify, it needs to be unused, in its original condition, and returned with the original packaging, tags and accessories. Our team will walk you through it step by step. There's no restocking fee, ever.
Quick summary:
- Return window: 30 days from delivery
- Condition: unused, original packaging, tags and accessories intact
- Restocking fee: none
- Support: our team handles the details with you
Who covers the shipping
If we sent you the wrong thing, it arrived damaged, or it's defective, that one's on us, no cost to you. If you just changed your mind, ordered the wrong size, or it's not what you expected, you'll cover the return shipping yourself. Original shipping charges aren't refundable either way.
How to send something back
- Email Info@gethales.com with your order number and why you're returning it.
- Pack it back up securely with everything it came with.
- Ship it using the method in your return authorization email.
Getting your refund
Once your return lands with us, we check it against the criteria above. Once approved, your refund goes out within 7 business days to your original payment method (your bank's own processing time is on top of that).
Exchanges
Want a different size, colour, or product entirely? Email Info@gethales.com and we'll get it sorted quickly.
If your order never arrives
Email us your order number and we'll open a trace with the carrier. If it's confirmed lost, you'll get a full refund or a free replacement, your call.
A few items can't be returned
For hygiene and safety reasons, a small number of products aren't eligible for return. These are clearly marked on their product pages.
Policy updates
We may update this policy from time to time. Any change will show up here with a new "Last Updated" date. Using the site after a change means you're good with the update.
Questions? Visit our FAQ page or reach out below.
Contact Information
Store Name: Hales
Store Address: 1840 Victoria Park Ave, North York, ON M1R 1S9, Canada
Store Email: Info@gethales.com
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.
