Refund Policy

At Hearthly Home, we understand that sometimes unexpected circumstances can arise. Please take a moment to review our refund policy, which outlines our approach to returns, exchanges, warranties, and refunds.

Returns

Your satisfaction is our priority, and we want you to be delighted with your purchase. Before making a decision, we encourage you to carefully review product details, including measurements and descriptions and please note that the display photos are 3D model demonstrations and may not be precisely proportionate to the furniture in your home.

At Hearthly Home, we accept returns of products in the following situations:

1. Defective or Faulty Items: Should you receive a product that is defective or faulty, kindly inform us within 14 days of receipt. We will promptly offer you a replacement with tracking or provide a refund, repair, or credit, depending on your preference.

2. Please be aware that we do not accept change of mind refund requests for:

a) health and safety products;
b) products that are opened (i.e. are not unopened in their original packaging).

Missing Parts

We pay close attention to our packaging to ensure the safe arrival of your order. However, if you discover any missing parts, please get in touch with us immediately. We will swiftly provide replacements or find an appropriate solution to address the issue.

Exchanges

We are committed to delivering quality products to you. In the rare event that you encounter a defective or damaged item, please contact our customer service via the contact form. We will assist you in organizing the return process and arrange for a replacement.

Warranty

For your peace of mind, most of our products are covered by a 12-month warranty unless otherwise stated. Electronic products carry a 3-month warranty. The following terms apply to our warranty:

  • This warranty does not cover damages resulting from misuse by the user or during delivery.
  • Additionally, it does not extend to any accessories or bonus gifts.

Damage on Arrival Warranty

In the unlikely event that an item arrives damaged or faulty, we request that you notify us within 14 days. The Damage on Arrival warranty specifically applies to items that are broken upon arrival or exhibit non-functionality during initial usage.

To make a Damage on Arrival claim, kindly report the damages or faults (with pictures or videos) to us via email immediately after receiving the item(s). Claims made beyond this time frame may be subject to additional charges (postage and handling).

Refund Process

If you wish to initiate a refund, please contact our customer service directly. Provide a precise description of the problem along with evidence to support your claim. Additionally, let us know whether you are requesting a replacement, repair, refund, or credit.

Upon assessment and approval by our customer service team, we will proceed with the return, refund, or replacement process. Refunds generally take up to 2 working days to process. Please allow an additional 5 working days for your financial institution to process the refund.

Please note that refunds or replacements will not be provided for products that have been misused, mishandled, or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Late or Missing Refunds

If you have not received your refund, we recommend checking your bank account and contacting your credit card company to determine if there is a processing delay. If you still haven't received your refund, please get in touch with our customer service via the contact form.

Sale Items

Regular priced items are eligible for a refund; however, sale items are non-refundable.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed about your return.

Return Shipping

To return your product, please contact our customer service via the contact form. You will be responsible for paying for your own shipping costs when returning the item. Shipping costs are non-refundable, and in the case of a refund, the cost of return shipping will be deducted.

We advise using a trackable shipping service or purchasing shipping insurance if you choose to use your own courier service, as we cannot guarantee the receipt of your returned item.

At Hearthly Home, we are dedicated to providing excellent customer service and addressing your concerns promptly. If you have any questions or require assistance with a refund or return, please don't hesitate to contact our customer service team. 

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