14 days to change your mind

Changed your mind

You can cancel your order for any reason within 14 days of the day it arrives. If your order comes in more than one parcel, the 14 days start when the last one arrives.

1. Tell us. Email newhaul@newhaul.shop with your order number and what you're sending back. Any clear message works — you can use the form below, but you don't have to.
2. Send it back within 14 days of telling us, to the address on our contact page. Keep your proof of postage.
3. Get your money back within 14 days of the item reaching us, or of you sending us proof of postage — whichever is sooner. We refund to the card you paid with.

Looking after it while you decide

You're welcome to unbox it and check it over, the way you would in a shop. If it comes back used beyond that — worn, marked, missing parts or packaging, or clearly put to work — we may take the drop in its value off your refund, up to the full price if it can no longer be sold. Every item is photographed before it's listed, so we both know the condition it left in.

Things that can't be returned once opened

If a product page says an item is sealed for health or hygiene reasons, it can't be returned for a change of mind once the seal is broken. It's still covered if it's faulty.

Faulty, damaged or not what you ordered

That's on us, and we pay the return postage. Email us with your order number and a photo, and we'll sort it.

• Within 30 days of delivery you can reject it for a full refund.
• After that, you're still covered: we'll repair or replace it, and if that doesn't work, refund you.

These rights come from the Consumer Rights Act 2015. Nothing on this page takes them away.

Cancellation form

Copy this into an email if it helps. You don't have to use it.