Returns Policy
Returns Policy
Last updated: 12 September 2026
At Hacco Ltd, we want you to be satisfied with your purchase. This Returns Policy explains how to return products purchased from Hacco and how returns, refunds, faulty goods and incorrect items are handled.
Nothing in this policy affects or limits your statutory consumer rights under UK law.
1. Your Right to Cancel an Online Order
For most goods purchased online, UK consumers have a statutory right to cancel their order without giving a reason.
You normally have 14 days from the day after receiving the goods to tell us that you wish to cancel. After notifying us, you normally have a further 14 days to send the goods back.
To request a cancellation or return, contact:
Email: help@hacco.co.uk
Please include your order number and the items you wish to return.
2. Returning an Item
Please contact us before sending your return so that we can confirm the correct return instructions for your order.
Where we instruct you to return 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 a return to our registered office unless Hacco specifically instructs you to do so.
3. Condition of Returned Goods
For a change-of-mind cancellation, you may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you could inspect them in a shop.
Please take reasonable care of the products while they are in your possession.
If goods have been handled beyond what is reasonably necessary and their value has been reduced, the law may allow an appropriate deduction from a refund. This does not remove your statutory cancellation rights.
4. Faulty, Damaged or Incorrect Items
If you receive an item that is:
- Faulty
- Damaged
- Not as described
- The wrong product
- The wrong size or specification supplied by us
please contact us at help@hacco.co.uk as soon as possible.
Please provide your order number and photographs or video showing the problem where possible.
For parcels that arrive visibly damaged, we strongly recommend taking photographs of the outer packaging, shipping label and contents. Where possible, recording a video while opening the parcel can also provide useful evidence when we investigate a delivery issue.
However, failure to provide photographs or a video does not by itself remove your statutory consumer rights.
5. Faulty Goods and Your Legal Rights
If goods are faulty, not as described or do not meet the legal requirements applicable to them, you may have rights to a repair, replacement, price reduction or refund, depending on the circumstances and the applicable UK consumer law.
We will assess the issue and provide the remedy required by law.
6. Return Postage
For a change-of-mind cancellation, the customer will generally be responsible for the direct cost of returning the goods, provided we have informed the customer of this before the contract was made.
If the goods are faulty, damaged, incorrect or not as described, different rules may apply and Hacco will handle the return and appropriate remedy in accordance with applicable consumer law.
Where we agree to reimburse return postage, please keep your postage receipt and proof of payment.
7. Refunds
When you validly cancel an online purchase, Hacco will refund the applicable amount in accordance with UK consumer law.
For a statutory cancellation, the refund generally includes the cost of standard delivery paid at the time of purchase. If you selected a more expensive delivery service, we generally only need to refund the cost of the standard delivery option.
We will normally issue the refund using the same payment method used for the original transaction, unless another method has been agreed.
8. When Will We Process Your Refund?
For a statutory cancellation, the refund must generally be made within 14 days of receiving the returned goods, or, where applicable, within 14 days of receiving evidence that the goods have been sent back.
We may wait until the goods have been returned or you have provided appropriate evidence of return before processing the refund where permitted by law.
Your bank or payment provider may then require additional time to make the refunded funds available in your account.
9. Items Not Received
If your order has not arrived, please contact us at:
Please provide your order number and tracking information if available.
We recommend contacting us as soon as possible and preferably within 30 days of the expected delivery date, so that we can investigate the shipment promptly.
This does not limit any statutory rights you may have concerning non-delivery or delayed delivery. UK distance-selling rules generally require goods to be delivered within 30 days unless another delivery period was agreed.
10. Exchanges
If you would like to exchange an item for another size, colour or product, please contact us at help@hacco.co.uk.
An exchange may be offered where appropriate. Where a statutory cancellation right applies, you may instead choose to exercise that right and return the goods for a refund, subject to the applicable rules.
11. Exclusions
Some types of goods can have different cancellation or return rules under UK law, including certain personalised goods, perishable goods and certain sealed goods that cannot be returned for health or hygiene reasons once unsealed.
If an exclusion may apply to your order, we will provide the relevant information before or at the time of purchase where required.
12. Contact Us
For all returns and refund enquiries:
Hacco Ltd
128 City Road
London
United Kingdom
EC1V 2NX
Email: help@hacco.co.uk
Please include your order number in your email so that we can locate your purchase and assist you.
Hacco Ltd — Your statutory consumer rights are not affected by this Returns Policy.