Return and Exchange Policy

This Return and Exchange Policy explains the conditions, procedures, and responsibilities related to returning or exchanging products purchased through our online store.

1. Eligibility and Timeframe

• Returns or exchanges can be requested within 30 days of receiving the item.

• Items must meet the conditions outlined in this policy to be considered for return or exchange.

• Valid reasons include: damaged products, defective items, incorrect deliveries, unpleasant odor, severe color differences, or any situation where the product does not match the description.

• Additional circumstances may be reviewed individually to determine eligibility.

2. Return Procedure

To initiate a return:

1. Contact us by email or phone, providing your order number, payment proof, reason for return, and any supporting photos or videos.

2. Our support team will review your request and, if approved, provide a return address and further instructions.

3. Ship the item back to the provided address and wait for us to receive it.

4. Once received, the item will be inspected to confirm the condition matches your reported issue. Approved returns will be processed according to the Refund Policy.

3. Exchange Procedure

To request an exchange:

1. Contact us by email or phone, providing your order number, payment proof, reason for exchange, and any supporting photos or videos.

2. If the request is approved, our team will provide a return address.

3. Send the item back and wait for us to receive it.

4. After verification, a replacement item will be shipped within 1–3 business days.

5. Shipping timelines for the exchanged item are governed by the Shipping Policy.

4. Refund Process

Refunds are returned to the original payment method, such as Visa or MasterCard.
Processing typically takes 3–15 business days depending on the card issuer.
For detailed instructions, please refer to the Refund Policy.

5. Fees and Responsibilities

• Shipping costs for returns or exchanges due to product defects, damage, incorrect items, or other verified issues are covered by us.

• For returns without a valid reason, shipping costs are the responsibility of the customer.

• Any fees charged by the payment provider are handled according to their terms.

6. Contact Information

For return or exchange inquiries:

Address: 5602 Maple Ave Apt 2419, Dallas, TX, 75235, US
Phone: +1 (346) 766-5070
Email: partnerhelp@hearthbrim.com
Business Hours (Australian Time): Monday – Friday, 09:00–11:30 & 14:00–18:00