Refund policy

Satisfaction Guarantee and 60-Day Returns

Last updated: 15 October 2026

We want you, and your handbags, to love every Havre de Luxe ritual. That is why every order comes with a 60-Day Returns Policy and a 60-Day Satisfaction Guarantee, so you can try our care at home with complete peace of mind.

This policy is in addition to your legal rights. It does not reduce them.

Changed your mind? 60-day returns

You have 60 days from the day you receive your order to return products for any reason. This includes products bought in a sale.

To be eligible, products must be unused and in their original packaging, and hardware protector packs must be unopened. Please keep your order number or proof of purchase.

How to start a return

1. Email hey@havredeluxe.com with your order number and the products you would like to return.
2. We will reply with the return address and instructions. Please do not send a parcel before we confirm, so it reaches the right place.
3. Send your return with a tracked service and keep your proof of postage.

Return postage is paid by you, unless the product is faulty or we sent the wrong product.

Our 60-day Satisfaction Guarantee

If you have used a product and are not happy with the result, our Satisfaction Guarantee is here for you.

Before you begin

• Follow the guidance on the label, in the booklet, on our Care Product Guidance page, and any advice from our care team.
• Always test on a small, hidden area first and let it dry fully.
• Most of our care products work best with several light applications, built up gradually, rather than one heavy application.
• Hardware protector packs include samples so you can practise placement before you apply your set.

If you are not satisfied

1. Take clear photos of your handbag before and after using the product, showing the area of concern.
2. Email the photos and a short description to hey@havredeluxe.com within 60 days of receiving your order.
3. Our care team will reply with guidance, as a different application often gives the result you were hoping for. You are free to try it or not.
4. If you would still like to claim, tell us and choose either a replacement product or a refund of the price you paid for that product, to your original payment method. We may ask you to post the product back to us first, and we refund that postage.

The guarantee is available in every country we deliver to and is given by McPhee Holdings Limited, Unit 6 Lightwood Lane, Cotheridge, Worcester WR6 5LT, United Kingdom.

For collectors in the United States. This guarantee is a limited warranty given to the original purchaser by McPhee Holdings Limited. It gives you specific legal rights, and you may also have other rights which vary from state to state. See clause 21.3 of our Terms of Service.

Faulty, damaged or incorrect orders

Please check your order when it arrives. If a product is faulty, damaged in transit, or not what you ordered, email hey@havredeluxe.com with your order number as soon as possible. A photo helps us resolve it faster. We will send a replacement or refund you in full, including any return postage.

Refunds

Once we receive and check your return, we will email to confirm. Approved refunds are made to your original payment method within 48 hours of us checking your return, and in any case within 14 days of us receiving the return or your proof of posting it, whichever is earlier. Your bank or card provider may take a few extra days to show it.

For change-of-mind returns, we refund the price of the returned products. If you are a UK consumer and cancel your whole order within 14 days after the day you receive it, we also refund the cost of our standard delivery option, provided you send the products back within 14 days of telling us. Outside this legal right, delivery charges are not refunded.

Exceptions to our 60-day returns and Satisfaction Guarantee

• Bespoke protectors cut to measurements you provide are personalised products. They can be returned only if faulty or if we made an error.
• Opened hardware protector packs can be returned under our 60-day returns only if faulty or if we made an error. If you are a UK consumer cancelling within your 14-day legal right, you may return an opened pack provided the protectors have not been applied, and we may reduce the refund if the pack has been handled beyond what was needed to inspect it. If you are unsure about fit, our care team will happily check before you open your pack.
• Gift cards cannot be refunded once any part of the balance has been used. An unused gift card bought on the Site can be cancelled within 14 days of purchase for a full refund.
• Free gifts and offers. If you return products from an order that qualified for a free gift or offer, and the rest of the order no longer meets the offer conditions, please return the gift too. If the gift is not returned, we may deduct its listed price from your refund.

International returns and refused deliveries

Import duties and taxes on international orders are payable by the recipient (see our Shipping Policy). If a parcel is returned to us because duties or taxes were not paid, a 25% restocking fee and the original delivery charge are deducted from the refund, along with any return charges made to us by the carrier.

Your legal rights

UK collectors. You have the legal right to cancel your order for any reason within 14 days after the day you receive it (or the last of the products, if they arrive separately). Our 60-day returns go further than this right, but your legal right still applies on its own terms: products may be opened to inspect them, as you would in a shop. You pay the cost of returning the products unless they are faulty or we sent the wrong product. If a product is faulty, the Consumer Rights Act 2015 gives you the right to reject it for a full refund within 30 days of delivery, and after that to a repair or replacement, or a refund if that does not fix the problem.

Collectors elsewhere keep the rights given to them by the law where they live.

Model cancellation form (UK). You do not have to use this form, and an email is fine.

To McPhee Holdings Limited (Havre de Luxe), Unit 6 Lightwood Lane, Cotheridge, Worcester WR6 5LT, United Kingdom, hey@havredeluxe.com:
I hereby give notice that I cancel my contract of sale of the following goods: [products]
Ordered on [date] / received on [date]
Order number: [number]
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

Questions

Our care team is always happy to help: hey@havredeluxe.com