Returns & cancellations

Your right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason from the moment you place it until 14 days after delivery. If your order arrives in several deliveries, the 14 days start from the day the last item arrives.

How to cancel

Email concierge@hearthora.co.uk with your order number, or use the cancellation form below. You don't need to give a reason. If you cancel before your order is dispatched, there is nothing to return and we refund you in full, including delivery.

Returning items

Return the items within 14 days of telling us you want to cancel. We'll give you the return address, which is usually the supplier's UK warehouse, or arrange a collection. Please don't send returns to our registered office, which is an administrative address only. Items should be returned in the condition you received them. We may reduce your refund if an item has lost value because it was handled more than needed to inspect it.

Return costs

If you cancel, you pay the cost of returning the item, unless it is faulty or not as described. Return costs are:

The return cost for each product is also shown on its product page.

Refunds

We refund the price of the item and, if you cancel your whole order, the standard delivery charge. Refunds go back to your original payment method.

• If you cancel before dispatch: within 14 days of telling us.
• If we collect the item: within 14 days of you telling us you're cancelling.
• If you return the item yourself: within 14 days of us receiving it back, or of you giving us proof that you've sent it, whichever is sooner.

Personalised items

The 14-day right to cancel doesn't apply to items made to your own specification, such as a bespoke size or a fabric you supply. Products in our standard range are covered, including made-to-order pieces in a listed finish. None of the products currently on our website are personalised. If we ever offer personalisation, we'll tell you clearly before you pay.

Hygiene items

For health reasons, pillows can only be returned unused and in their original sealed packaging. This doesn't affect your rights if an item is faulty.

Faulty or not as described

Your rights under the Consumer Rights Act 2015 always apply, and we cover all return costs for faulty items.

• Up to 30 days after delivery, you can reject a faulty item for a full refund.
• Up to 6 months after delivery, you can ask for a repair or replacement. If that isn't possible or doesn't fix the problem, you can have a refund. A fault found in this period is presumed to have been there on delivery.
• After 6 months, you can still claim for up to 6 years (5 years in Scotland), but you may need to show the fault was there on delivery.

If an item arrives damaged, please tell us as soon as you can, ideally within 48 hours, with photos. This is a request to help us resolve it quickly with the supplier. It doesn't limit your rights.

Cancellation form

Copy, complete and email this form to concierge@hearthora.co.uk: