Refund policy
At Hearthora.shop, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
Return Eligibility
You may return eligible items within 30 days of receiving your order.
To qualify for a return:
- The item must be unused and in its original condition
- The item must be returned in its original packaging
- Proof of purchase or order confirmation is required
Certain items may not be eligible for return due to hygiene, clearance, or customization reasons.
Return Process
To initiate a return, please contact our support team with your order number and reason for the return.
Once your request is approved, you will receive return instructions.
Refunds
After we receive and inspect your returned item, we will notify you regarding the status of your refund.
Approved refunds will be processed to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process the refund.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos of the issue. We will work quickly to resolve the problem.
Non-Returnable Items
The following items may not be eligible for return:
- Used items
- Gift cards
- Clearance or final sale items
- Personalized or custom products
Return Shipping
Customers may be responsible for return shipping costs unless the item received was damaged, defective, or incorrect.
Exchanges
We currently do not guarantee direct exchanges. If you would like a different item, we recommend returning the original product and placing a new order.
Contact Information
If you have any questions regarding returns or refunds, please contact us:
Email: support@hearthora.shop
Phone: +44 7538 296301
Hearthora
10–2 Polwarth Pl
Edinburgh, Scotland
EH11 1JB
United Kingdom