We want you to love your Hakolino lighting, but we understand that sometimes things don’t work out. Below you’ll find all the details on cancellations, returns, and refunds.
Cancellations
Once an order is placed, we are unable to cancel or amend it. Our warehouse processes orders quickly, and during business hours, most are picked, packed, and prepared for courier handover within around 2 hours. If you no longer require your order, please refer to our returns process below.
Returns
If you’d like to return an item for a refund, you can do so within 14 days of delivery. Simply email us at support@hakolino.co.uk within the returns period. Please note:
- Customers are responsible for the return shipping cost.
- Items must be returned in their original packaging. If this isn’t possible, suitable packaging must be used to prevent damage in transit.
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After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
Return Address
First Floor, Winston House,
349 Regents Park Road,
London,
N3 1DH,
United Kingdom
Damaged & Faulty Items
If your item arrives damaged, please contact our Customer Service Team within 48 hours of delivery at support@hakolino.co.uk with photos of the damaged item. The product must be kept in its original packaging while we arrange a resolution.
Warranty
At Hakolino, we stand behind the quality of our lighting. All products include a 1- or 2-year standard warranty, with the option to extend cover for extra peace of mind. To qualify for an extended warranty, registration is required within 90 days of purchase. Claims must follow our terms, including professional installation and proper usage.
For full warranty details and how to make a claim, click here
Returns Collections
Our Customer Care Team can assist with arranging returns collections if you are unable to make your own return and a fee will be quoted for this when you make the request:
- Small items – Collection slots will be arranged within 5 working days.
- Large items – Collection slots will be arranged within 14 working days to accommodate courier scheduling.
Refunds
- Refunds will only be issued to the original payment method (credit/debit card or PayPal).
- Shipping charges are non-refundable, unless otherwise stated.
For any questions, don’t hesitate to contact us at support@hakolino.co.uk