Refund policy

Last Updated: October 16, 2026

Thank you for shopping with Hampton Vale. We want you to feel confident in every purchase. This Return & Refund Policy explains how to request a return, receive a refund, report an issue, or make changes to an order.

1. Our 30-Day Return Policy

We have a 30-day returns policy, which means you have 30 days from receiving your item to request a return.

To qualify for a standard return, items should be:

• Unused, unworn, and in their original condition, except for reasonable handling necessary to inspect or try on the item.

• Returned with original tags, accessories, and packaging where applicable.

• Accompanied by an order number or proof of purchase.

Customers may inspect and try on products as reasonably necessary to assess their fit and suitability.

Any deductions relating to excessive handling will be applied only where permitted by applicable law.

These conditions do not restrict statutory consumer rights relating to faulty, damaged, or incorrectly described products.

2. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or not as described.

For change-of-mind returns, incorrect size selections, or personal preference returns, customers generally pay the return shipping costs, unless applicable law requires otherwise.

If you receive an incorrect, damaged, defective, or misdescribed product, Hampton Vale will arrange an appropriate remedy and cover reasonable return shipping costs where required.

Return shipping costs depend on the customer's location, the parcel, the shipping provider, and the designated return facility.

As return destinations may be international, customers should consider the potential shipping costs before requesting a change-of-mind return.

3. How to Request a Return

To request a return, please follow these steps.

Step 1: Contact Customer Support

Email support@hamptonvale.com within 30 days of receiving your order.

Include your order number, the item you wish to return, and the reason for your request.

For damaged, defective, or incorrect items, please include photographs where possible.

Step 2: Return Eligibility and Instructions

Our customer support team will review your request and confirm whether your return is eligible under this policy or applicable consumer law.

Once your return has been confirmed as eligible, we will provide the appropriate return address and instructions by email.

Return destinations may vary depending on the product, supplier, and fulfilment arrangements. Most returns are handled through our main fulfilment warehouse in Shenzhen, China.

Step 3: Package Your Return

Securely package the item to prevent damage during return shipping.

Include original tags, accessories, and packaging where applicable.

Step 4: Send Your Return

Ship your return to the address provided by our customer support team.

We recommend using a tracked shipping service and retaining your proof of postage until your return has been resolved.

Please do not ship items to an unconfirmed return destination.

4. Return Shipping Address

Return addresses are provided by our customer support team after a return request has been reviewed and confirmed as eligible.

To obtain the correct return address and instructions, please contact:

Email: support@hamptonvale.com

Include your order number, the product you wish to return, and the reason for your request.

Our team will review your request and provide the appropriate return destination and instructions by email.

Return locations may vary depending on the product and supplier. Our main return facility is located in Shenzhen, China, and international return shipping may be required.

Important: Please do not send items back without first contacting customer support.

Returns sent to incorrect or unconfirmed addresses may experience delays or delivery problems.

Our US mailing office is not a product returns facility.

Nothing in this section limits statutory cancellation or return rights. Where applicable law permits customers to return goods after providing a valid cancellation notice, we will provide the necessary return instructions without imposing additional eligibility conditions.

5. Refund Processing Times

Once your returned item arrives at the designated return facility, we will review its condition and eligibility for a refund.

We aim to process eligible refunds within 10 days of receiving the returned item, subject to applicable consumer law.

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time for the funds to appear in your account.

You will receive an email confirmation when your refund has been issued.

Where applicable law requires an earlier refund or a different procedure, those legal requirements will take precedence.

If you have any questions about your refund, please contact support@hamptonvale.com.

Any refund of original delivery charges will be handled in accordance with applicable law.

6. Exchanges

If you ordered the wrong size or would prefer a different colour or style, please contact us within 30 days of receiving your order.

For standard sizing or preference changes, we ask customers to return the original item for a refund and place a new order for their preferred product.

Customers are generally responsible for return shipping costs in these circumstances.

If we supplied an incorrect, damaged, or defective product, we will arrange an appropriate remedy in accordance with applicable consumer law.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

We recommend reporting delivery-related issues within 48 hours of receiving your order, where practical.

Please include your order number, a description of the issue, and photographs where possible.

The suggested 48-hour reporting period helps us investigate problems promptly. It is not a strict deadline and does not remove your statutory consumer rights.

Depending on the circumstances, we may arrange a replacement, repair, refund, or another appropriate remedy.

Where a return is required because we supplied a defective, damaged, or incorrectly described item, we will cover reasonable return shipping costs where required by law.

8. Non-Returnable Items

Certain products may be excluded from change-of-mind returns where permitted by applicable law, including:

• Personalised or custom-made products.

• Certain sealed hygiene-sensitive products after their protective seal has been removed.

• Products damaged through misuse or excessive handling, subject to applicable consumer rights.

These exclusions do not affect statutory rights relating to faulty, damaged, or incorrectly described products.

9. Order Cancellations and Changes

If you wish to cancel your order or change a product, size, or delivery address, please contact support@hamptonvale.com as soon as possible.

We will attempt to accommodate changes before an order is processed or dispatched.

Once processing or shipping has begun, changes may no longer be possible.

Any statutory cancellation rights that apply to your purchase remain unaffected, including rights that may continue after dispatch or delivery.

10. Lost or Missing Packages

If your order has not arrived within the estimated delivery timeframe, please contact customer support.

We will review the tracking information and investigate the issue with the relevant shipping provider where appropriate.

If an order is lost or not delivered, we will arrange an appropriate resolution, including a replacement or refund where required by applicable law.

For further information, please review our Shipping Policy.

11. Statutory Consumer Rights

Nothing in this policy excludes or limits consumer rights that cannot legally be waived.

Depending on your country or region, you may have additional rights concerning order cancellation, product quality, refunds, and defective goods.

For example, where UK distance-selling cancellation rights apply, eligible customers generally have 14 days after receiving their goods to notify the seller of cancellation and a further 14 days to return them.

Where those rights apply, statutory refund deadlines and requirements concerning original standard delivery charges will be honoured.

These rights operate alongside our voluntary 30-day return policy and take precedence where required by law.

12. Contact Information

If you have questions about returns, refunds, exchanges, or an existing order, please contact us.

Business Name: Hampton Vale

Email: support@hamptonvale.com

Phone: +1 (800) 467-9714

Website: hamptonvale.com

Contact Form: Contact Us

US Mailing Address:

11 Apex Drive, Suite 300A
Marlborough, MA 01752
United States

This is our US mailing office, not a physical retail store or product returns facility.

Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM (Eastern Time – ET)

Response Time: We aim to respond to customer enquiries within 24–48 working hours. Phone enquiries are handled through voicemail.

Last Updated: October 16, 2026