Refund policy

Returns & Curation Guarantee

At Hearth & Haven, every piece is curated for its material integrity and enduring design. Because we deal in high-value, heavyweight furniture, we urge you to measure your space carefully before ordering.  These terms apply to all orders, including any repaired or replacement goods we ship out to you.

1. DAMAGES & INSPECTION (The 24-Hour Rule)
Please inspect your curation immediately upon arrival while the courier is present.

  • If the box looks damaged: You must sign the courier's note as "DAMAGED" or refuse the delivery.

  • If you find a fault inside: You must notify us within 24 hours of delivery at info@hearthandhaven.furniture.com

    • Attach relevant pictures as evidence to back up your claim
    • Provide a brief explanation of the issue to enable our returns team to make a decision

We aim to process the request and revert within 2-5 business days. If we accept your claim, we will arrange a collection of the goods on an agreed date and once we have confirmed that the goods are either damaged or defective, we will offer one of the following options:

  • (a) Issue a credit note
  • (b) Issue a discount
  • (c) Provide you with a full or partial refund
  • (d) Replace the Goods
  • (e) Repair the Goods

Why this matters: Our artisan partners have strict 48-hour reporting windows. If damage is not reported within this timeframe, we cannot claim against the courier, and we may be unable to offer a free replacement.

2. THE "CHANGE OF MIND" POLICY
We respect that sometimes a piece isn't quite right. You have 14 days from the day of delivery to request a return.

  • Condition: Items must be unused, in perfect resalable condition, and in their original packaging. (Please do not discard boxes until you are 100% sure).

  • How to Return: Do not ship items back to the address on the box. We utilise multiple fulfilment centers. Email us first to receive the correct return address and authorisation code.

Standard Operating Procedure for All Returns

  • All returns must be in the original packaging and in the same condition as received
  • All returns must be submitted with complete information within 24 hours of your delivery
  • Incorrect and incomplete notified returns may not be processed
  • The courier company will only collect the returned product from the registered shipping address (the original delivery address). Under no circumstances will the product be collected from another address. This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.
  • If the product has been moved to another address, the return stands void

3. RETURN COSTS & FEES
As a small independent design house, we are unable to offer free returns on non-faulty items.

  • Return Shipping: The cost of return shipping is the responsibility of the customer. For large furniture (freight), this typically ranges from £50 to £100+ depending on weight and location.

  • Restocking Fees: Please be aware that for non-faulty returns of large furniture, a restocking & handling fee of up to 20% may be deducted from your refund. This covers the warehouse processing and repacking costs charged by our logistics partners.

4. REFUSED DELIVERIES
If a delivery is refused by the customer or cannot be delivered due to missed appointments/access issues, the cost of the outbound shipping, return shipping, and a restocking fee will be deducted from the final refund.

5. NON-RETURNABLE ITEMS

  • Bespoke or "Made to Order" items.  We can not accept cancellations, refunds or replacements of bespoke products

  • Flat-pack furniture that has been assembled (or partially assembled).

  • Gift cards.

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Handmade Solid Wood Furniture Policy

100% of our products are hand-crafted individually. Most of our products are hand-made from solid wood, hence variation in size, handle alignment between multiple drawers, colour, finish, texture, natural grain pattern, knots, movement of timber, etc. are an integral part of the way products are naturally made and promoted. We strongly recommend that you familiarize yourself with the nature of our hand-made solid wood products to avoid any disappointment at a later stage. We will not treat any of the above variations as defects, as these are natural occurrences.

Upholstered Furniture

You may encounter variations from batch to batch. If you are looking to pair products under similar room settings, you can opt for a bespoke order or take an informed decision about the possible variations. We will NOT treat any of the above variations as defects, as these are natural occurrences.