Return & Refund Policy – Hearthfell

Effective date: 03-10-2025

Scope and Intent

This Return and Refund Policy applies to all purchases made through the hearthfell.com website.

Contact Information

For questions about returns and refunds, please contact our customer service via:

Email: support@hearthfell.com

Return Window

Customers in the United States have the right to cancel their purchase and return the product within 30 days of the delivery date without providing any reason.

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at support@hearthfell.com with your order number and a detailed reason for the return.
2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

1. Safely pack the item in the original packaging with all labels and tags still attached.
2. Include the return authorization form and any necessary supporting documents or images.
3. Download and print the return label from the link provided in our email.

Return Costs

For Defective Products: This applies when the product is incorrect, damaged by the carrier, or defective in any other way.

For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

• Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days of the delivery date, provided it is unused, undamaged, and in the original packaging.
• Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. Hearthfell will provide a replacement product for free.
• Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and process a replacement item.
• Incorrect Product Received: If you receive an incorrect product, contact us, and we will ensure you receive the correct product.
• Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
• Cancellation After Order: You can cancel your order within one hour after the purchase. If the order has already been shipped, please follow the return procedure after receiving the product. After the tracking number has been added, we are not able to modify or adjust the order while it's under process. For any delays in the process, we will inform you via email.

Policy for Damaged or Defective Goods

Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement.

Policy for Non-Damaged Goods

If you change your mind, you can return the undamaged and unused product within 30 days of the delivery date. Please ensure it is in the original packaging.

Timelines

• Ship-Back Deadline: Once your return has been authorized, the item must be shipped back within 7 days of receiving your return authorization confirmation.
• Return Processing: After receiving and inspecting the returned item, we will process the refund within 7 business days. You will receive a confirmation email.
• Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging.
• Refund Period: After the return is approved, it takes up to 7 business days to process the refund to the original payment method.
• Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

• Custom or personalized items
• Hygiene products (e.g., socks, underwear) unless unopened and unused

Return Address

Send all returns to the address provided by the customer service representative.

Shipping Method and Costs

• Shipping Method: DHL + Track & Trace
• Restocking Fee: $0

Legal Rights

This policy does not affect any applicable legal rights.

Questions?

Visit our FAQ page or contact our customer service.

Our Business Information

Store Name: Hearthfell
Company Name: Hearthfell LLC
E-mail: support@hearthfell.com
Address: 5284 Oak Hollow Drive, Jacksonville, FL 32256, United States
Service Hours: Monday to Friday: 9:00 AM – 5:00 PM Eastern Standard Time (EST).
The customer service team replies within 24–48 hours during working days.