Refund policy
Returns & Refunds
Hale is operated by Aivarise VOF (KVK 42146069). This policy applies to orders placed on hale-air.com and sits alongside our Shipping Policy and Subscription Policy. Nothing here limits your statutory rights as a consumer.
Last updated: 27 September 2026
1. Your right to cancel — 14 days
If you are buying as a consumer, you can cancel your order within 14 days without giving a reason.
The cancellation period ends 14 days after the day on which you, or someone you nominate other than the carrier, receives the goods. If a single order arrives in more than one delivery, the period ends 14 days after the day you receive the last item.
2. How to tell us
Tell us before the 14 days is up. Email contact@hale-air.com with your order number and a clear statement that you are cancelling. Any clear statement is enough — you may use the wording below, but you do not have to.
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Name:
Address:
Date:
Contact us before sending anything back, so we can give you the correct return address and instructions. Please do not return items to the address printed on the parcel — it is not our returns address and we cannot guarantee that a parcel sent there reaches us.
Telling us you are cancelling does not change how long you then have to send the goods back.
3. Sending the goods back
Once you have told us you are cancelling, send the goods back without undue delay and in any event within 14 days of that notice.
You may handle and inspect the goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any resulting loss in value.
Please include everything that came with the order, in its original packaging where you still have it.
4. Return shipping costs
Delivery to you is free on every Hale order.
Where you cancel because you have changed your mind, you are responsible for the direct cost of sending the goods back to us. This policy is the disclosure of that cost to you before purchase.
If an item is faulty, damaged, incorrect or otherwise not as described, you do not pay the return cost — see section 6.
5. Refunds
We will refund all amounts we are required to refund under applicable consumer law, including the original standard delivery cost where the law requires it. Because delivery is free on Hale orders, there is normally no delivery charge to return to you.
We will issue the refund within the period required by law — normally within 14 days of the day we receive the goods back, or of the day you give us proof that you have sent them back, whichever is earlier.
We refund to the same payment method you used for the order. You pay no fee for the refund, and we do not charge a restocking fee. Your bank or card issuer may take a few extra days to post the money to your account.
6. Faulty, damaged, incorrect or missing items
This is separate from cancelling because you have changed your mind, and is not limited to the 14-day period above.
Please check your order when it arrives. If something is wrong, email contact@hale-air.com with your order number and tell us what has happened — for example that an item arrived damaged, that it is faulty, that you received the wrong item, or that something is missing.
We may reasonably ask for photographs, video or other information so we can assess the issue quickly. This does not limit your statutory rights.
Where an item is faulty, damaged, incorrect or otherwise does not conform to the contract, we will provide the repair, replacement, price reduction, refund or other remedy required under applicable consumer law, and we pay the cost of returning the item. Where you can, please keep the item and its packaging until the matter is resolved.
7. Health and hygiene
The device is designed to be used by one person and taken to the mouth, and the flavour packs are supplied sealed.
The right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where that statutory exception applies. Whether it applies depends on the item, how it was sealed and whether it has been unsealed. In practice this means a sealed flavour pack can be returned while it is still sealed.
This exception does not affect your rights where an item is faulty, damaged, incorrect or not as described.
8. Orders that do not arrive
If tracking has stopped updating, or your order has not arrived a reasonable time after the delivery window in our Shipping Policy, contact us at contact@hale-air.com with your order number. We will investigate with the carrier. Where an order is confirmed lost, we will resend it or refund you.
Please make sure your delivery address is correct at checkout — see our Shipping Policy.
9. Refill plan orders
Cancelling a Hale Refill Plan and returning or refunding an order are two separate things.
Cancelling your plan stops future charges and deliveries in line with our Subscription Policy. You can cancel, pause or skip from your account at any time.
If a refill order has already been processed or delivered, any cancellation, return, refund or faulty, damaged or incorrect item request is handled under this policy and your applicable consumer rights. Email contact@hale-air.com if you need help with an order that has already been processed.
10. Your statutory rights
Nothing in this policy limits or excludes your statutory rights as a consumer. Where this policy offers you something the law does not require, it is offered in addition to your legal rights and does not reduce them.
11. Contact
Hale is operated by Aivarise VOF, KVK 42146069.
Email: contact@hale-air.com
We aim to reply within 1–2 business days.