Refund policy
RETURNS & REFUNDS POLICY
At Hayden, every piece is thoughtfully designed and crafted with attention to detail. We hope you love your purchase, but we understand that sometimes a piece may not be quite right.
Our customer care team is here to assist you with returns and exchanges.
RETURN ELIGIBILITY
We accept eligible returns requested within 14 days of receiving your order.
To qualify for a return, your item must:
- Be unused, unworn, and in its original condition.
- Have all original tags and protective materials attached.
- Be returned with its original packaging, including dust bags, boxes, and accessories where applicable.
- Show no signs of wear, damage, alteration, or use beyond what is reasonably necessary to inspect the item.
Hayden reserves the right to decline returns that do not meet these conditions, subject to applicable consumer protection laws.
HOW TO REQUEST A RETURN
To initiate a return, please contact our customer care team at:
Please include your order number and the item you wish to return.
Our team will review your request and provide return instructions.
Please do not send items back without contacting us first, as this may delay the processing of your return.
RETURN SHIPPING
Unless otherwise required by applicable law, customers are responsible for return shipping costs for change-of-mind returns.
We recommend using a reliable, trackable shipping service and retaining proof of shipment until your return has been processed.
Hayden is not responsible for return shipments lost or damaged in transit where the customer has arranged the return independently, except where required by applicable law.
Original shipping charges are non-refundable for change-of-mind returns, except where required by applicable law.
REFUNDS
Once your return has been received and inspected, we will notify you of its approval or rejection.
Approved refunds will be issued to the original payment method within 10 business days of approval.
Please note that your bank or payment provider may require additional time to process and reflect the refund in your account.
Where applicable, refunds will include any original delivery charges required by consumer protection laws.
EXCHANGES
If you would like to exchange your Hayden piece for a different color or style, please contact our customer care team within 14 days of receiving your order.
Exchanges are subject to product availability and the condition of the returned item.
If the requested piece is unavailable, our team will assist you with an alternative or an eligible refund.
Additional shipping charges may apply to exchanges requested for personal preference, except where otherwise required by law.
PRE-ORDERS & MADE-TO-ORDER PIECES
Selected Hayden pieces are produced in limited quantities or made specifically upon request.
Returns and cancellations for pre-order and made-to-order pieces are subject to the terms communicated at the time of purchase and applicable consumer protection laws.
Where a piece is genuinely personalized or made to a customer's individual specifications, certain change-of-mind return rights may not apply.
This does not affect your rights if an item arrives faulty, damaged, or not as described.
DAMAGED OR INCORRECT ITEMS
We take great care in preparing every Hayden order.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible after receiving your order at:
Include your order number and clear photographs of the item and packaging where relevant.
Our customer care team will review the issue and assist you with an appropriate resolution, which may include a repair, replacement, or refund in accordance with applicable law.
Where Hayden is responsible for the issue, we will arrange or cover the reasonable return shipping costs required to resolve it.
NON-RETURNABLE ITEMS
Subject to applicable consumer protection laws, the following items are not eligible for change-of-mind returns:
- Items showing signs of wear or damage beyond reasonable inspection.
- Items altered or damaged after delivery.
- Personalized or custom-made pieces where a lawful return exception applies.
- Gift cards.
- Items identified as final sale where such an exclusion is legally permitted.
These exclusions do not affect your statutory rights regarding faulty, damaged, or incorrectly described products.
INTERNATIONAL RETURNS
For international returns, customers are responsible for any applicable return shipping charges for change-of-mind returns, unless otherwise required by law.
Please follow the return instructions provided by our customer care team to ensure that your shipment is correctly identified as returned merchandise.
Any customs duties, taxes, or additional fees associated with the return will be handled in accordance with applicable law and the circumstances of the return.
Hayden cannot guarantee reimbursement of import duties or taxes collected directly by the destination country's customs authorities. Customers may be eligible to request reimbursement from their local customs authority.
CONTACT US
For any questions regarding returns, exchanges, or refunds, please contact our customer care team:
We are always happy to assist you.