Refund policy
Returns, Withdrawal and Complaints
The online shop Hallute (https://hallute.com) is operated by:
HALLUTE TRADE LLC
Registration number: 2023-002011155
1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, USA
Email: support@hallute.com
Phone: +44 7418 354390
Right of withdrawal
As a consumer, you have the right to withdraw from a distance contract within fourteen (14) days without giving any reason, in accordance with the EU Consumer Rights Directive 2011/83/EU and the consumer protection law of your country of residence. The withdrawal period expires fourteen (14) days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the last item of your order.
To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement, for example by email to support@hallute.com or by letter to the address above. You may use the model withdrawal form at the bottom of this page, but it is not obligatory. To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.
Condition of returned clothing
You may try on the clothing, footwear and accessories you have purchased in the same way as you would in a physical shop, in order to check the size, fit and quality. Returned items should be unworn, undamaged, unwashed, with the original tags attached and in their original condition, preferably in the original packaging.
Hygiene exception: in accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery. This applies, for example, to underwear or swimwear from which the hygiene seal or hygiene protection has been removed.
Faulty, damaged or incorrect items (complaints)
We are liable for the conformity of the goods with the contract under the legal guarantee of conformity provided by Directive (EU) 2019/771 and the consumer law of your country of residence. We are responsible for any lack of conformity which exists at the time of delivery and becomes apparent within at least two (2) years of delivery, or a longer period if provided by the law of your country.
If you receive a faulty, damaged or incorrect item, please contact us as soon as possible, ideally within 3 days of receipt, at support@hallute.com, so that we can promptly resolve the matter with the carrier. Please state your order number and attach photos of the item and the packaging. This recommendation does not limit your statutory rights in any way.
We will confirm receipt of your complaint by email and respond to it within 14 days of receiving it. Under the applicable law, you may request the repair or replacement of the item and, in the cases provided for by law, a proportionate price reduction or termination of the contract. We bear the costs of returning faulty or incorrectly delivered items.
Return procedure
- Please contact us at support@hallute.com stating your order number and the reason for the return.
- Our customer service will send you the return address and further instructions.
- Please send the item back without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal from the contract.
- Once we receive the parcel, we will check the condition of the item and inform you of the result.
If you withdraw from the contract, you bear the direct cost of returning the goods, unless the item is faulty or was delivered incorrectly. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Refunds
If you withdraw from the contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we receive your notice of withdrawal. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.
We make the refund using the same means of payment as you used for the initial transaction. As orders are paid by cash on delivery, we refund the amount by bank transfer to the bank account (IBAN) you provide, without any fees for you.
Exchanges
If you would like to exchange an item for another one, for example a different size or colour, please email us at support@hallute.com. We will send the new item after checking the returned product, provided it is in stock.
Response time
We respond to every request concerning a return, exchange or refund by email within 48 hours, and no later than 7 days. We will inform you of the result of our check and the next steps.
Contact and dispute resolution
If you have any questions or problems with your order, please contact us first at support@hallute.com or by phone at +44 7418 354390. We will do our best to find a fair solution quickly. In the event of a consumer dispute, you may also use out-of-court dispute resolution by contacting the competent alternative dispute resolution (ADR) body or the consumer protection authority in your country of residence. This policy does not limit the rights you have under the mandatory consumer protection law of your country of residence, which always applies.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: HALLUTE TRADE LLC, 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, USA, support@hallute.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Bank account (IBAN) for the refund:
Signature of consumer (only if this form is sent on paper):
Date: