Refund policy
Returns
Return eligibility depends on the items in your order.
Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. For Shopify Collective items, the fulfilling supplier assesses the condition of returned items and shares its findings with us. Your refund may be reduced if the item has been used, damaged, or handled more than necessary. We remain your point of contact for questions about that assessment.
You may request a return within 14 days after your item is delivered.
Customers are responsible for return shipping costs for change-of-mind returns.
How to start a return
Whether return requests are accepted depends on the terms above and your rights under applicable law.
Contact us before returning an item. We are your point of contact and will coordinate the return request with the supplier that fulfilled your Shopify Collective item. The supplier receives and inspects the returned item; you do not need to contact the supplier directly.
If your return is approved, we will provide instructions on how and where to send your package. For items fulfilled by our Shopify Collective suppliers, returns are sent to the relevant supplier for review. Items from different suppliers may need to be returned separately. Please follow the return instructions provided for each item.
Items sent back without first requesting a return will not be accepted.
Cancellations
Cancellations are not accepted.
Damages and issues
Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item. We will coordinate with the fulfilling supplier to review the issue and help resolve it.
Exceptions and non-returnable items
Some items, including those which are personalized, may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
Contact us to ask about exchange options before returning your item.
Refunds
For Shopify Collective items, the fulfilling supplier receives and inspects your return and reports the outcome to our store. We will keep you informed of the return status and refund outcome. When the supplier issues a refund to our store, your customer refund is processed automatically through Shopify Collective. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.
If you do not see your refund within a reasonable period of time since your refund was approved, contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at hello@hearthandcoast.com or use the contact details in our contact information policy.