Refund Policy

Last updated: November 2025

At Hearth and Home Furniture UK, we want you to be completely satisfied with your purchase.
If something isn’t right, this policy explains how you can return an item, cancel an order, or request a refund in line with UK consumer law.

1. Standard (Non-Custom) Items

If you’ve changed your mind about a standard (non-custom) item, you have the right to cancel your order within 14 days of receiving it.

How to cancel

Email us at 'hearthandhomefurnitureuk@gmail.com' with your order number and details.

You must let us know within 14 days of delivery.

You then have another 14 days to return the goods to us.

Condition of returned items

Items must be unused, in their original packaging, and in a resalable condition.

You are responsible for return postage costs unless the item is faulty or damaged.

Refunds

Once we receive and inspect the returned goods, we’ll issue your refund within 14 days using your original payment method.

2. Custom or Made-to-Order Furniture

Many of our pieces are handmade to your chosen size, finish, or specification.
Because these items are custom-made, they cannot be returned or refunded unless they are faulty, damaged, or not as described.

Before we begin making a custom item, we’ll confirm all measurements and details with you to ensure accuracy.

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of receiving it at hearthandhomefurnitureuk@gmail.com.

Include:
 

• Your order number
   

• A brief description of the issue
   

• Clear photos of the damage or fault

We’ll arrange a repair, replacement, or refund as appropriate under the Consumer Rights Act 2015.

If a return is required, we’ll cover the cost of return shipping for faulty or incorrect items.

4. Returns Process

To return an item:
 

• Contact us first so we can authorise the return and provide instructions.
   

• Repackage the item securely to prevent damage in transit.
   

• Use a tracked courier or postal service.

Once received, we’ll confirm the return and process your refund or replacement as quickly as possible.

5. Refund Timeline

Refunds for eligible returns will be processed within 14 days of us receiving the returned goods.

You’ll receive an email confirmation once the refund has been issued.

Refunds are made using the same payment method used for your original purchase.

6. Exceptions

We cannot accept returns or issue refunds for:
 

• Custom or made-to-order furniture (unless faulty or mis described)
   

• Items damaged by misuse, neglect, or unauthorised modification
   

• Returns made outside the time limits stated above

7. Contact Us

If you have any questions or need help with a return, please contact us:
📧 hearthandhomefurnitureuk@gmail.co.uk