Refund policy

Return and Refund Policy

Last updated: September 3, 2026

This policy explains what happens if something is wrong with your order, when you can cancel, when you can get your money back, and how long it takes. It is part of our Terms of Service. Placing an order means you accept it, so please read it before you buy.

Who you are buying from

Halstead Supply is operated by Dmitro Galko, an individual seller established in Bulgaria.

Correspondence address: Monastirska 13F, 8016 Burgas, Bulgaria
Email: halstead.supply@gmail.com

We handle everything by email. We do not run a phone line, and we do not have a store, office, or returns warehouse in the United States. Email gives both of us a written record of what was agreed.

The short version

We do not manufacture. Orders are dispatched by our overseas fulfilment partner, and delivery takes 8 to 13 business days for most items.
Damaged, defective, wrong, or badly misdescribed item: we replace it or refund you in full. You usually do not have to send anything back.
Changed your mind: tell us within 30 days of delivery and we will refund the item. See the conditions in section 5.
Never ship anything back before we send you written instructions. We have no US return address, and unauthorised returns cannot be traced to your order or refunded.

1. Where we sell

We sell and ship to addresses in the United States only. All prices are in US dollars. Payments are processed by Shopify Payments, and we never see or store your card details.

2. Processing and delivery times

Orders are processed within 1 to 2 business days. Delivery takes 8 to 13 business days for most items, and up to 21 business days for a small number of larger items. The timing for your item is shown on its product page and again in your order confirmation email.

Where a product page does not state a shipping time, we ship within 30 days of receiving your complete order and payment, as required by the Federal Trade Commission.

3. If we are late: your right to cancel and get your money back

If we cannot ship within the time stated on the product page, or within 30 days where no time is stated, we will email you before that deadline passes. That email will tell you the new shipping date, or tell you honestly that we cannot yet estimate the delay, and will give you a clear choice: agree to wait, or cancel the order and receive a full refund.

You do not have to ask us for this. We send it on our own.

If the delay would be more than 30 days beyond the original date and you do not tell us you agree to wait, we cancel your order and refund you automatically. You do not have to do anything.

Refunds for cancelled orders are issued promptly: to the card you paid with, within one billing cycle; by any other method, within 7 working days of the cancellation.

4. Damaged, defective, wrong, or misdescribed items

If your item arrives damaged, has a manufacturing fault, is not the item you ordered, or is significantly different from how it was described on the product page, we fix it at our cost.

What to do: email halstead.supply@gmail.com within 30 days of delivery with your order number, a photo of the item showing the problem, and a photo of the shipping package if the damage happened in transit.

What we do: we reply as quickly as we can, usually within 2 business days, and give you the choice of a free replacement or a full refund including any shipping you paid.

You usually keep the item. Because we have no returns warehouse in the United States, sending a faulty item back is normally pointless and expensive, so in most cases we simply ask you to dispose of it or keep it. If we do need the item back we will tell you in writing first, and we will cover the cost of that return. You will never be asked to pay to send back an item that was our mistake.

5. Changed your mind

You can ask for a refund within 30 days of delivery, on these conditions:

the item is unused, in the condition you received it, and complete with all parts and fittings;
you email us first, at halstead.supply@gmail.com, with your order number and the reason;
you do not ship anything back until we reply with instructions.

We will tell you one of two things:

No return needed. In many cases we simply refund the price of the item and ask you to keep or donate it, because return shipping across the world costs more than the item is worth to us.
Return needed. If we do ask for the item back, we give you the address and instructions. In that case return shipping is at your cost, and the refund is issued once the item arrives.

We do not charge restocking fees.

6. Wall mounted items: installation is yours

Several of our products are wall mounted shelves and steps. Mounting hardware supplied with an item is general purpose and may not suit your wall.

You are responsible for identifying your wall type, choosing suitable anchors for it, and installing the item securely.
Drywall, plaster, brick, concrete and tile all need different fixings. If you are unsure, use a professional installer.
We cover manufacturing faults in the item itself. We are not responsible for damage or injury caused by incorrect installation, unsuitable fixings, or a wall that cannot carry the load.

This does not affect any right you have under federal law or the law of your state in relation to defective products.

7. Cancelling or changing an order

Email us as soon as possible with your order number.

Before dispatch: we cancel or change the order free of charge and refund you in full.
After dispatch: we can no longer cancel or change the address, because the parcel has left our fulfilment partner. Dispatch can happen within a day of your order.

We always tell you honestly which of the two applies when your email arrives. Your separate right to cancel because of a shipping delay, described in section 3, is not affected by this.

8. Where returns go

We do not have a returns address in the United States, and we are not able to accept parcels sent to our correspondence address in Bulgaria.

Never send an item back before we have replied in writing. If a return is genuinely needed, we will give you an address and instructions in that reply. Items sent back without our written instructions cannot be traced to your order and cannot be refunded.

This is not a way to avoid refunding you. In most cases we refund or replace without asking for the item at all. See sections 4 and 5.

9. How refunds are paid

Refunds go back to the original payment method. We cannot send a refund to a different card, to a bank account, or by any other route.
We approve or decline a refund as soon as we have what we need from you, and we tell you either way.
Once approved, we issue the refund within 5 business days. Cancellations for shipping delay are faster, see section 3.
Your bank or card issuer then needs its own time, usually 3 to 10 business days, before the money appears on your statement. That part is outside our control.
If you paid by card and your refund has not appeared 10 business days after we told you it was issued, email us and we will send you the refund confirmation from our payment processor so you can show it to your bank.

10. Delivery problems

Tracking says delivered, but you do not have the parcel. Check with anyone else at the address and with your local carrier first. If it has not appeared after 3 business days, email us and we will open a case with the carrier and, where it is not found, replace or refund the order.
Tracking has not moved for a long time. Email us and we will chase the carrier. If the parcel is confirmed lost, you choose a replacement or a full refund.
Wrong address. We ship to the address you enter at checkout. If a parcel is returned because the address was wrong or incomplete, we contact you and reship once you confirm the correct address; a second shipping charge may apply. If you prefer, we refund the item price instead.
Refused delivery. If you refuse a delivery without contacting us, we treat it as a change of mind return under section 5.

11. What we cannot refund

Items damaged after delivery, used, altered, or missing parts.
Damage caused by incorrect installation of a wall mounted item, see section 6.
Requests that reach us more than 30 days after delivery.
Items sent back to us without our written instructions, see section 8.

12. Before you open a dispute with your bank

Please email us first, at halstead.supply@gmail.com. Almost every problem, whether delay, damage, or wrong item, is solved by us quickly, and a refund from us reaches you faster than a card dispute does.

If you open a chargeback before contacting us, we will respond to your card issuer with the order record, the item description you saw, the policy you accepted when you paid, the delivery confirmation, and our email correspondence with you. This slows everything down for both of us.

We are a small business. We would rather fix your order than argue with your bank.

13. Your rights under state law

Consumer law differs from state to state. Nothing in this policy takes away any right you have under the law of your state or under federal law. Where a state law gives you more than this policy does, that law applies. If you live in such a state, tell us in your email and we will honour it.

14. Changes to this policy

We may update this policy. The version that applies to your order is the version published on the day you placed it, and the date at the top of this page tells you when it last changed.