HearthCraft Creations™ Return Policy

We want you to feel confident shopping with us. If you are not 100% satisfied with your purchase, we're here to help with easy returns and refunds.

Eligibility for Returns

Legitimate reasons for a return to be processed. (Exchanges, Change of mind, Faulty items, Damaged, Wrong product, Never arrived, Cancellation after order.)

We offer a 30-day return policy, (Applies to UK and EU customers) allowing you to request a return within 30 days of receiving your item. Returned items must arrive at our warehouse within 40 days of the original purchase date. Please account for shipping transit times, as HearthCraft Creations™ is not responsible for carrier delays or lost shipments.

**Note: USA customers are not eligible for returns or refunds.**  
Exchanges for US customers are available if the initial order has not yet been shipped. Please contact us ASAP at support@hearthcraftcreations.com to check status and request an exchange. Once shipped, no returns, refunds, or exchanges are possible due to international shipping and customs complexities.

Condition Requirements for Returns

To qualify for a return, your item must be:

-Unworn, unused, with all hardware, instructions and in the original packaging. Opened packages are ok to be returned.

-Accompanied by the receipt or proof of purchase.

-The return must originate from a delivery address in the United Kingdom or the European Union. Returns and refunds are not available for shipments to addresses outside the UK and EU.

How to Initiate a Return

To start a return, contact us at support@hearthcraftcreations.com.

Include the following in your request:

-Order Number

-Reason for return

-Photos (If item is damaged or defective)

Upon approval, we will provide instructions to send your package to:

HearthCraft Creations
Unit 12, Madeley Road Industrial Estate
North Moons Moat
Redditch, B98 9NB
United Kingdom

Write your order number on the outside of the return package, as items without this may not be processed.

Items returned without prior approval will not be accepted. You are responsible for return shipping costs unless the return is due to our error. Original shipping costs are non-refundable. For items valued over £50.00, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of untracked returns. Any returning items should be resealed in the original poly bag (shipping bag) to protect the packaging during transit. If returned items are lost or damaged during transit, we may be unable to process a refund.

Damages and Issues

Inspect your order upon receipt and contact us immediately at support@hearthcraftcreations.com if the item is defective, damaged, or incorrect. We will evaluate the issue and take steps to resolve it promptly.

Non-Returnable Items

The following items are not eligible for return:

-Custom products (e.g., special orders or personalized items).

-Free gift-with-purchase items or discounted promotional items.

-Sale items or gift cards.

If free or discounted items included with your purchase are not returned, their full retail price will be deducted from your refund. Contact us with questions about specific items.

Exchanges

To exchange an item, follow the return process outlined above. Once the return is accepted, place a new order for the desired item. If you ordered the wrong item or changed your mind, contact us at support@hearthcraftcreations.com to begin the process.

Exchanges follow the return process outlined above. For USA customers, exchanges are only possible if the order has not yet shipped—contact support@hearthcraftcreations.com immediately.

Gift Returns

Gift items may be returned for store credit equal to the return value, provided they are unworn, unused, with hardware, and in original packaging. Upon approval, we will email you a store credit code.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving the goods, for any reason, without justification. The item must be in its original condition—unworn, unused, with hardware, and in original packaging—with proof of purchase.

For EU customers exercising the 14-day cooling-off right, standard outbound shipping costs will be refunded (but return shipping remains your responsibility unless the return is due to our error).

Refunds

Once your return is received and inspected, we will notify you of the refund approval status. If approved, your refund will be processed to the original payment method within 10 business days. Note that additional processing time may be required by your bank or credit card company. If more than 15 business days have passed since approval without receiving your refund, contact us at support@hearthcraftcreations.com. We do not charge a restocking fee upon return of your item.

Late or Missing Refunds

If your refund has not been received, please:

1. Check your bank account.

2. Contact your credit card company or bank, as processing times vary.

3. If the issue persists, reach out to us at support@hearthcraftcreations.com.

Chargebacks and Payment Disputes

By initiating a return, you agree not to file a chargeback or payment dispute against HearthCraft Creations™. If a chargeback is filed, you may be liable for the full amount, plus any reasonable attorney fees, collection fees, court costs, or other expenses incurred by HearthCraft Creations™ to resolve the dispute.

Questions?

For any return-related inquiries, please contact us at support@hearthcraftcreations.com.

Policy Updates Disclaimer:

We may update this policy from time to time. Please review the latest version before initiating a return.