Returns & Refunds
We keep our prices honest by not offering change-of-mind returns or exchanges. Please check the size guide, materials and photos carefully before ordering — email hello@hearthhound.store first if you're unsure and we'll help you decide.
Faulty, damaged or incorrect items
If anything arrives faulty, damaged, or isn't what you ordered, email hello@hearthhound.store with your order number and a photo. Once we've confirmed the issue, we'll offer a full refund. Please don't post anything back until we've confirmed the return with you — we don't make carrier or supplier failures your errand.
Your statutory cancellation right
Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order for any reason within 14 days of receiving it — this applies regardless of the policy above and can't be excluded. To use it, email hello@hearthhound.store within that window. You'll then need to return the item within 14 days of cancelling, unused and in its original packaging where reasonably possible; return postage is payable by you unless the item is faulty. Once we receive it back, we'll refund the product price within 14 days.
Refund timing
Approved refunds are issued to your original payment method within 3–5 working days of approval; your bank may take a further 2–3 days to show the credit.
Your statutory rights under the Consumer Rights Act 2015 are never affected by this policy.