Return and Refund Policy

At Hearth & Forge, customer satisfaction is important to us. We want you to shop with confidence and enjoy your experience with our store. This Return and Refund Policy explains how returns, refunds, exchanges, and order cancellations are handled.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, items should be unused, in their original condition, and returned with their original packaging, accessories, and manuals where applicable.

Certain products may not be eligible for return due to their nature, hygiene requirements, customization, or safety considerations, where permitted by applicable law.

This policy does not limit any rights you may have regarding defective, damaged, or incorrectly supplied products under applicable consumer protection laws.

2. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact our customer support team through the contact options available on our website.

To help us resolve the issue efficiently, please provide your order number, a description of the problem, and clear photos or videos of the item and packaging when appropriate.

After reviewing your request, we will determine an appropriate solution, which may include a replacement, repair, refund, or another remedy as required by applicable law.

Where an item is confirmed to have arrived damaged or defective, or was incorrectly supplied, we will provide appropriate assistance with return shipping costs in accordance with applicable law.

3. How to Request a Return

To request a return, please contact our customer support team through our website and provide:

• Your order number.

• The product you wish to return.

• The reason for your return.

• Supporting photos or other information, if applicable.

Please wait for return instructions before sending an item back.

Items returned without prior communication may experience processing delays. This requirement does not affect any mandatory consumer rights that apply to your purchase.

4. Return Shipping Costs

For returns due to a change of mind or personal preference, customers are responsible for return shipping costs unless otherwise required by applicable law.

For products that are confirmed to be defective, damaged on arrival, or incorrectly supplied, Hearth & Forge will assist with return shipping costs or provide another appropriate remedy as required by applicable law.

Original shipping charges and other fees may or may not be refundable depending on the circumstances and applicable law.

We recommend using a shipping service with tracking when returning an item. Please retain your shipping receipt until your return has been processed.

5. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If your refund is approved, it will generally be issued to your original payment method within 5–10 business days after approval.

Please note that your bank, card issuer, or payment provider may require additional time to process and display the refund.

Where applicable law requires a different refund timeframe, the legally required timeframe will apply.

If you have not received your refund after the expected processing period, please check with your payment provider. If you still need assistance, contact our customer support team through our website.

6. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, please contact our customer support team for assistance.

Where appropriate, we may offer a replacement, repair, refund, or another solution in accordance with applicable law.

Exchanges and replacements are subject to product availability. If a replacement is unavailable, we will provide an appropriate alternative or refund where required.

7. Order Cancellations

If you wish to cancel or change an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible, and you may need to follow the return procedure.

Nothing in this section limits any cancellation or withdrawal rights available under applicable law.

8. International Returns

For international orders, return procedures and shipping arrangements may vary depending on the destination country.

Unless otherwise required by applicable law, customers returning products due to a change of mind may be responsible for return shipping costs and applicable return-related charges.

Please contact our customer support team before returning an international order so that appropriate instructions can be provided.

Any applicable customs duties, taxes, or import-related charges will be handled in accordance with applicable law and the circumstances of the return.

9. Non-Returnable Items

Certain products may not be eligible for return, except where required by applicable law. These may include:

• Personalized or custom-made products.

• Products that are ineligible for return due to hygiene or safety requirements after being unsealed, where permitted by law.

• Products damaged through misuse, improper installation, unauthorized modification, or normal wear and tear.

This section does not exclude any rights you may have in relation to defective or incorrectly supplied goods under applicable law.

10. Consumer Rights

This Return and Refund Policy operates alongside applicable consumer protection laws.

Depending on your location, you may have additional rights relating to returns, refunds, cancellations, defective products, delivery, or statutory withdrawal periods.

Where applicable law provides mandatory rights that conflict with this policy, those legal rights will take precedence.

Nothing in this policy is intended to exclude, restrict, or override any consumer rights that cannot legally be excluded or restricted.

11. Contact Information

If you have questions about this policy or need assistance with a return, refund, replacement, or cancellation, please contact our customer support team through the contact page on our official website.

Website: https://hearthforge.shop

Please include your order number when contacting us about an existing purchase so we can assist you more efficiently.

Thank you for shopping with Hearth & Forge. We appreciate your trust and support.