Returns Policy
At The Hayes Family Hamptons we want you to be happy with every piece you order. This policy explains how returns, refunds and cancellations work. It forms part of our Terms of Service.
1. 30-Day Money-Back Guarantee
You can return any item within 30 days of delivery for a refund, whether it was bought at full price or on sale. You do not need to give a reason.
The only exceptions are listed in section 3.
2. Condition of Returned Items
Returned items must be unused, unworn, unwashed and undamaged, with all original tags still attached. Trying an item on to check the fit is of course allowed.
3. Items That Cannot Be Returned
For hygiene reasons, earrings and lingerie cannot be returned unless they arrived defective or damaged (see section 7).
4. How to Return an Item
1. Email info@thehayesfamily.us within 30 days of delivery with your order number and the item(s) you want to return.
2. Within two business days we send you the return address of our fulfilment partner and the return instructions.
3. Ship the item(s) to that address within 15 days of receiving it, using a trackable shipping method, and send us the tracking number.
Our products are shipped from, and returned to, our fulfilment partner in China. Please only send returns to the address we give you; parcels sent to any other address cannot be processed.
5. Return Shipping and Restocking Fee
Return shipping costs, and any customs charges on the return, are paid by the customer.
A restocking fee of USD 20 is deducted from the refund for each approved return. No restocking fee is charged if the item arrived defective, damaged or incorrect (see section 7).
6. Refunds
Once your return arrives at our fulfilment partner and has been checked, we issue your refund within 15 days to the original payment method. Depending on your bank or card issuer, it can take a few additional business days before the refund appears on your statement.
7. Defective, Damaged or Incorrect Items
If an item arrives defective, damaged, or different from what you ordered, email us within 30 days of delivery with a photo of the issue. We will send you a free replacement of the same item. You do not need to send the original item back, and you will not pay shipping, return shipping or a restocking fee for the replacement. If a replacement is not available, we will refund the affected item in full instead.
8. Cancellations
To cancel an order, email info@thehayesfamily.us as soon as possible. If the order has not yet been handed to the carrier, we cancel it and refund the full amount. Once an order has been shipped it can no longer be cancelled, but you can return it under this policy after delivery.
9. Please Contact Us First
If there is any problem with your order, please contact us first at info@thehayesfamily.us. We respond within 24 hours and resolve most issues directly, usually much faster than a payment dispute. This does not affect your statutory rights or any rights you have with your bank or card issuer.
10. Contact
The Hayes Family Hamptons, operated by Chafo Commerce LLC, 1500 N Grant St, Ste 5192, Denver, CO 80203, United States — info@thehayesfamily.us
Customer service: Monday–Sunday 9 AM–6 PM ET