Returns & Refunds
Eligibility & Conditions
We stand behind the quality of every HarrenCole order. Our returns policy is designed to be fair and transparent. Please read the conditions carefully before initiating a return.
✓ Eligible
Item is unused, in original condition with all packaging, tags, and accessories intact.
Return requested within 30 days of confirmed delivery.
Item arrived damaged, faulty, or incorrect (see section 07).
✗ Not eligible
Signs of use, customer-caused damage, or any modification.
Request submitted after the 30-day window (without prejudice to UK statutory rights — see section 02).
Change of mind after the item has been used or installed.
Goods made to your specifications or clearly personalised.
Note on condition
All returned items are inspected upon receipt. Missing packaging, signs of use, or missing accessories may result in refusal of the return or a reduction of the refund proportional to the loss of value. We will notify you and may return the item to you at your cost.
UK & US Statutory Rights
Your statutory protections depend on where you live. The rights below apply in addition to our voluntary 30-day return policy and are not reduced by it. You may exercise whichever option is more favourable to you.
United Kingdom — right to cancel
Under the Consumer Contracts Regulations 2013, you may cancel most online orders within 14 days, starting the day after you receive your goods, without giving any reason.
After notifying us, you have a further 14 days to return the goods. We refund within 14 days of receiving the goods back, or of your proof of return, whichever is earlier.
We refund the price paid plus the standard outbound delivery cost. If you chose a premium delivery upgrade, only the standard delivery amount is refunded.
United States — your protections
Online purchases in the US are not subject to a general federal “cooling-off” right to cancel. Your protections come from this policy, your state’s consumer laws, and any written warranty.
Under the FTC Mail, Internet, or Telephone Order Rule, if we cannot ship within the time stated (or within 30 days where no time is stated), we will notify you and offer a revised date or a full refund.
Most states also imply a warranty of merchantability — that goods are fit for their ordinary purpose. Nothing in this policy limits rights that cannot be waived under your state’s law.
How to cancel (UK) or start a return
Two equally valid options
1. Email us at info@harrencole.com with a clear statement of your decision to cancel or return. Include your order number, name, and address.
2. Complete and submit the model cancellation form available at harrencole.com/pages/cancellation-form.
To meet the cancellation deadline, it is enough that you send your message before the 14-day period has expired. We will acknowledge receipt of your cancellation notice without delay.
Exceptions to the 14-day right to cancel
The statutory right to cancel does not apply to goods made to your specifications or clearly personalised, or to sealed goods that are not suitable for return for hygiene reasons once unsealed. Where goods have been handled beyond what is necessary to establish their nature and characteristics, your refund may be reduced proportionally.
How to Initiate a Return
Two options to begin your return:
Option A — Account
Log in at harrencole.com → My Orders → select your order → follow the return flow. Fastest option with real-time tracking.
Option B — Email
Email info@harrencole.com with your order number and return reason. We reply within 1–2 business days.
Submit your request
Via account portal or email, within 30 days of delivery (or 14 days for the UK right to cancel). Include your order number.
Receive approval & instructions
We send you the confirmed return address and packaging instructions. Do not ship until confirmed.
Pack & ship
Repackage securely with original packaging and all accessories. Use a tracked courier. Retain proof of postage.
Inspection & refund
Once received and inspected, your refund is processed. See section 05 for timing and methods.
Return Shipping & Address
Return shipping is the customer's responsibility in all standard cases, including cancellation under the UK right to cancel. HarrenCole does not provide prepaid return labels except where we made an error (damaged, faulty, or incorrect item). Please wait for our confirmed return address before sending anything back.
Return address
Cyber Talent Solutions, Inc
5111 NE 25th Ave
Portland, OR 97211
United States
Tel: +1 503 303 8492
Use a tracked courier
HarrenCole is not responsible for returns lost in transit. Retain your tracking number until your refund is confirmed. Returns that do not arrive cannot be processed.
Refunds & Store Credit
Once your return is inspected and approved, you will receive a refund in one of two forms. In many cases you are offered a choice.
Store Credit
Issued instantly upon approval. Never expires, applies to any future order. Allows us to process your case significantly faster.
Original Payment Method
Processed within 14 days of approval, using the same payment method as the original transaction. Original shipping fees are refunded only in UK statutory-cancellation cases or where we made an error.
No restocking fee
HarrenCole never charges a restocking, handling, or administrative fee on any return. The amount refunded is the full price you paid for the item. Original outbound shipping is also refunded in UK statutory-cancellation cases and wherever we made an error (see section 04).
Processing timeline
Return received
Logged at our facility. Email confirmation sent.
Quality inspection (1–3 days)
You are notified of approval or rejection with explanation.
Refund issued (within 14 days)
Store credit instantly. Payment-method refunds within 14 days of approval.
Email confirmation
Final confirmation once refund or credit is issued. If not received within 16 business days, contact us.
Dispute Resolution & Chargebacks
Please reach out before contacting your bank
In virtually every case, contacting us directly is faster and simpler than a chargeback.
Chargebacks take 30–90 days, may flag your account with payment processors, and can affect future purchases. We would much rather resolve your issue personally and quickly.
Via email
info@harrencole.com with your order number. We respond promptly and work toward a fair outcome.
By phone
Call +1 503 303 8492 during US business hours and have your order number ready.
Important: If a chargeback is filed on an order that was delivered as described, we reserve the right to submit full evidence — order records, shipping confirmation, tracking data, and all communications — to your bank to contest the claim.
We always aim to make it right
If you have a legitimate concern — a faulty item, a missing parcel, a quality issue — our team has full authority to issue refunds, store credit, or replacements. You don't need to go through your bank.
Independent dispute resolution
UK consumers can obtain free, impartial advice from Citizens Advice (consumer service) at citizensadvice.org.uk or by calling 0808 223 1133. Where a dispute cannot be resolved directly, you may be able to use an approved Alternative Dispute Resolution (ADR) provider. US customers may contact their state Attorney General's office or consumer-protection agency, and may file a complaint with the Better Business Bureau at bbb.org.
Damaged, Faulty & Incorrect Items
If your item arrives damaged, fails on first use, or is not what you ordered, act immediately. These cases are handled separately from standard returns and at no cost to you.
48-hour reporting window for visible damage
Visible transit damage should be reported within 48 hours of confirmed delivery so we can file appropriate carrier claims promptly. This timeframe applies only to externally visible damage; faults discovered after first use are covered by our standard policy and by your statutory rights below, and this 48-hour guideline does not limit those rights.
Document the issue immediately
Photograph or video the item, outer packaging, and all visible damage. Do not discard any materials.
Contact us promptly
Email info@harrencole.com with your order number, description, and photos. Subject: "Damaged Item — Order #XXXXX".
We arrange the resolution
Prepaid return label at no cost to you. Upon receipt: replacement or full refund including shipping — your choice.
UK — your right to reject faulty goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, you have a 30-day right to reject it for a full refund. Between 30 days and six months, we will repair or replace the item; if that is unsuccessful, you may claim a price reduction or a final refund. A fault that appears within the first six months is presumed to have been present at delivery. This right applies in addition to our commercial return policy.
US — implied warranties
In the United States, faulty or not-as-described items are covered by this policy and by the implied warranty of merchantability recognised in most states. We will repair, replace, or refund a confirmed defect at no cost to you. Nothing here affects any written warranty provided with your product or rights that cannot be waived under your state's law.
Late & Delayed Deliveries
Once dispatched, responsibility for delivery passes to the carrier. HarrenCole cannot be held liable for delays after an order has left our facility, except as required by applicable consumer-protection law.
Not eligible for refund due to delay
Customs clearance · Weather events or force majeure · Carrier strikes or disruptions · Incorrect address at checkout · Estimated dates not met (these are estimates, not guarantees)
We cannot
Issue refunds for orders still in transit
Issue preemptive refunds during an investigation
Control carrier timelines or customs
We will
Share your tracking number and carrier details
Liaise with the carrier on your behalf
Open a formal lost-parcel investigation if needed
US — FTC shipment timing rule
Under the FTC Mail, Internet, or Telephone Order Rule, if we cannot ship within the time stated at checkout (or within 30 days where no time is stated), we will notify you and offer the choice of a revised shipping date or a full refund.
Carrier responsibility
A lost-parcel claim belongs with the carrier — we will help you get there.
Carrier investigations typically take 15–30 business days to conclude. Any refund or replacement for a lost parcel is issued only after the carrier formally confirms the loss in writing. Your statutory rights regarding delivery and risk of loss are respected at all times.
Please do not initiate a chargeback for a delayed delivery. We maintain full shipping records and tracking for every order and will submit this evidence to your bank if a chargeback is filed while a shipment is active or under investigation.
Questions? We're here.
Our team responds to all emails within 1–2 business days.
info@harrencole.comThis policy applies to all orders on harrencole.com. For consumers in the United Kingdom, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 apply in addition to this policy and take precedence where more favourable. For customers in the United States, applicable federal rules (including the FTC Mail, Internet, or Telephone Order Rule) and your state's consumer-protection laws apply. Nothing in this policy affects rights that cannot be waived under applicable law. HarrenCole is a trading name of Cyber Talent Solutions, Inc. We reserve the right to amend this policy at any time, without prejudice to your statutory rights. Effective 17 June 2026.