HearthfoldReturns & Refunds
If something you bought from Hearthfold does not suit your space, you have 30 days from arrival to send it back. Below we outline our return terms, who covers postage, and when your funds return.
- Return window
- 30 days from delivery
- Return shipping
- Covered by our shop for damaged or incorrect pieces, or covered by you if you simply decide against keeping the item
- Refund time
- Between 3 and 10 business days once the parcel reaches our shelves
- Refund method
- Returned through your original payment method
1. Conditions
To qualify for a refund, products must be returned within exactly 30 days of confirmed delivery. Items must remain unused, fully assembled or properly flat-packed as delivered, complete with all user guides, cables, and fasteners, and housed within their intact original manufacturer packaging.
2. Starting your return
- Send a written return notice quoting your order reference number to [email protected].
- Receive an authorized Return Merchandise Authorisation number and designated United Kingdom depot return address from our support desk.
- Pack the products securely using the original protective packaging, ensuring all internal padding, fasteners, and outer protective sleeves are included.
- Receive your refund via direct bank transfer or settlement voucher within 3-10 business days after the returned goods successfully pass warehouse inspection.
3. Who pays return shipping
When a piece arrives damaged, broken or mistaken, we take care of the postage by emailing a prepaid label or booking a courier. If you simply decided not to keep it, you cover the return carriage, and we take off no other fees.
4. Refund timing and method
We release your payment within 3 business days after our review. Cash on delivery purchases are paid back by bank wire to your chosen account, while direct bank transfers go to the originating details. Your bank typically clears the transfer within 1 to 5 business days.
5. How different situations are handled
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Proper item delivered while the wrong parcel is retrieved | None |
| Parcel lost | Replacement parcel dispatched or complete refund issued once the carrier investigation finishes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement for the product cost | Return shipping only |
6. Exchanges
If you want a different model, colour or item, complete the return steps and submit a fresh order online. We will refund the original item once it reaches us. When an exchange happens because of an error on our part, we cover delivery for the new parcel.
7. Cancelling an order
You may cancel a purchase at no cost as long as it has not left our workshop. Drop a message to [email protected] with your order number. Once handed to the courier, standard return rules apply.
8. Questions about this policy
Send a note to [email protected] or ring us at +44 121 757 4121 during Mon-Fri 08:00-16:45, Sat 09:45-15:30. We respond to every household within one working day.
- Merchant
- Hearthfold Ltd.
- Registered address
- 50 Caroline Street, Birmingham, B3 1UE, United Kingdom
- [email protected]
- Phone
- +44 121 757 4121
- Working hours
- Mon-Fri 08:00-16:45, Sat 09:45-15:30
- Registration
- Company No. 17720493