Refund policy
Returns
We only accept returns within 7 days of the customer receiving the product for products with no quality-related issues. The customer is responsible for all return shipping costs, and products should be returned to the designated warehouse.
However, in cases where the product has quality issues, the refund and resend terms shall take precedence. If the customer decides to return the defective product, we will still require the product to be returned to the designated warehouse. The customer is responsible for all return shipping costs.
To start a return, you can contact us at support@hearth-haven.store. If your return is accepted, a shipping label will be sent to you, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@hearth-haven.store.
Damaged Products
For packages that arrive badly damaged, we offer a full refund or a replacement.
For packages that arrive partially damaged (excluding minor issues like loose threads, slight wrinkles, or small scratches), we offer a partial refund or a replacement.
Incorrect or Missing Products
We have a strict quality control process before product dispatch. We handle incorrect or missing products as follows:
- For incorrect products, we offer a full refund or replacement.
- For products with issues like wrong color or size that do not affect product function, we will offer a refund or resend if you provide a screenshot of the customer's complaint including the name, content, and date.
- For missing parts that do not affect product function, we may offer a partial refund or resend the missing part; for missing parts that affect product function, we will resend the entire product.
- For missing accessories, we will resend the accessories.
Order Cancellation
We ensure a full refund for order cancellations, provided the products have not yet been processed by the warehouses.