Refund Policy

Last updated: 12 September 2026

At Hacco Ltd, we aim to process eligible refunds fairly, promptly and in accordance with applicable UK consumer law.

Hacco Ltd
128 City Road
London
United Kingdom
EC1V 2NX

Customer support: help@hacco.co.uk

1. Statutory Cancellation Rights

For most goods purchased online, UK consumers have a statutory right to cancel their order within 14 days of receiving the goods, without having to provide a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

Your statutory consumer rights are not affected by this Refund Policy.

2. When We Issue a Refund

Once we receive your returned goods, we will check the return and process any refund that is due.

For a statutory cancellation, we generally issue the refund within 14 days of receiving the returned goods, or, where applicable, after receiving satisfactory evidence that the goods have been sent back.

We may wait for the goods to be returned or for evidence of return before issuing the refund where permitted by law.

3. Condition of Returned Items

Returned goods should be handled with reasonable care.

If you have exercised your statutory cancellation right, you may inspect and handle the goods as reasonably necessary to establish their nature, characteristics and functioning.

If goods have been handled beyond what is reasonably necessary and their value has been reduced, a deduction may be permitted where applicable.

This does not remove your statutory cancellation rights.

4. Faulty, Damaged or Incorrect Items

If an item is faulty, damaged, incorrect or not as described, please contact us at:

help@hacco.co.uk

Please provide:

• Order number
• Description of the problem
• Clear photographs
• Video where available

For a damaged parcel, we recommend taking photographs of the packaging and item and, where possible, recording a video while opening the parcel. This can help us investigate the issue.

We will assess the problem and provide the appropriate remedy under applicable UK consumer law.

5. Refund for Change of Mind

If you cancel an online order under your statutory cancellation rights, the refund generally includes the cost of the standard delivery option paid when the order was placed.

If you selected a more expensive delivery service, we generally only need to refund the equivalent standard delivery cost.

The direct cost of returning the goods will generally be the customer's responsibility for a change-of-mind cancellation, where we have informed you of this before the purchase.

6. Refund for Faulty or Incorrect Goods

Where goods are faulty, damaged, incorrect or otherwise fail to meet the required legal standards, different rules can apply.

Where the law requires Hacco to cover reasonable return costs or provide another remedy, we will do so.

Please contact us before returning faulty or incorrect goods whenever possible so that we can provide the appropriate return instructions.

7. How the Refund Is Made

Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed or the law requires otherwise.

For payments made through a bank or Pay-by-Bank service, the refund may be returned through the applicable payment route.

8. How Long Does the Refund Take to Appear?

Once Hacco has processed your refund, your bank or payment provider may require additional time to make the funds available in your account.

The processing time therefore depends partly on your bank or payment provider.

9. Returns Address

If we instruct you to return your goods to our fulfilment warehouse, the return address is:

Liu Huanxiang (JADLH)
REF: 13352789806
1st Floor, Building 3
Ding Sheng Sheng Wei Smart Technology Park
Xingyun East Road, Shui Kou Street
Huicheng District
Huizhou City
Guangdong Province
516000
China

Please use a tracked shipping service and keep your proof of postage and tracking number.

Do not send goods to this address unless you have been instructed to return the goods there.

10. Missing Orders

If your order has not arrived, please contact us at help@hacco.co.uk as soon as possible.

Please provide your order number and tracking number, if available.

We recommend contacting us within 30 days of the expected delivery date where possible, so we can investigate the shipment promptly. This does not restrict any statutory rights you may have regarding non-delivery.

11. Contact Hacco

For questions about refunds, returns or cancellations:

Hacco Ltd
128 City Road
London
United Kingdom
EC1V 2NX

Email: help@hacco.co.uk

Please include your order number in your email.