Return Policy

Return & Refund Policy โ€“ The Hearthloom

At The Hearthloom, each product is carefully handcrafted and inspected before shipment. Because many of our items are handmade, decorative, or personalized, our return policy is designed to balance product quality protection and customer satisfaction.

1. General Return Eligibility

We accept returns under the following conditions:

  • Item arrived damaged or broken
  • Item is significantly different from description
  • Wrong item received

To be eligible for a return, customers must contact us within 14 days of delivery.

2. Non-Returnable Items

The following items are not eligible for return:

  • Customized or personalized products
  • Handmade DIY rhinestone glasses (if used or assembled)
  • Clearance or final sale items
  • Items damaged due to improper use
  • Items returned without original packaging (when applicable)

3. Damaged or Defective Items

If your order arrives damaged:

Please provide:

  • Order number
  • Clear photos of the damaged product
  • Photo of packaging (if possible)

Once verified, we will offer:

  • Replacement
    or
  • Partial refund
    or
  • Full refund (depending on situation)

4. Refund Process

Once your return request is approved:

  • Refunds will be processed within 5โ€“10 business days
  • Refunds will be issued to the original payment method
  • Processing time may vary depending on your bank or payment provider

Shipping fees are non-refundable unless the issue is caused by our error.

5. Exchange Policy

We currently offer exchanges only for:

  • Damaged items
  • Wrong items sent

We do not offer exchanges for change-of-mind purchases.

6. Order Cancellation

Orders can only be cancelled within 12 hours after placement, as many items enter production quickly due to handcrafted processing.

After production begins, cancellation may not be possible.

7. Shipping Responsibility

We are not responsible for:

  • Delays caused by shipping carriers
  • Customs delays in international shipping
  • Incorrect address provided by customer
  • Lost packages marked as delivered by carrier

However, we will always assist in resolving shipping issues where possible.

8. Return Shipping Cost

  • If the return is due to our error โ†’ we cover return shipping
  • If the return is due to customer reasons โ†’ customer covers return shipping

9. Wholesale Orders

For wholesale orders:

  • Return policies may differ based on agreement
  • Defective items must be reported within 7 days of receipt
  • Bulk custom orders are generally non-refundable

10. Contact for Returns

To request a return or refund, please contact:

Email: sales@thehearthloom.store
Website: thehearthloom.store

Please include your order number and relevant photos for faster processing.