Shipping & Returns

At Hartsmede, we place our customers at the heart of everything we do. Our aim is to make your experience with us as smooth and enjoyable as possible, including when you may need to return an item.
 

We are pleased to offer a 14-day “peace of mind” money-back guarantee on all purchases, whether you are returning an item due to a fault or simply because you’ve had a change of heart. This reflects our commitment to providing a fair, transparent, and customer-focused service.

How to Return an Item

If you would like to return an item, please contact us within 14 days of receipt by phone or email at hello@hartsmede.com.

Please note :

• Goods must be unused condition.

• All items must be returned in the original packaging.

• Goods must be returned via a tracked service within 14 days of receipt. 

• Any quality issues must be reported immediately upon receipt. 

• Refunds are issued to the original payment method through our automatic payment gateway.

• You will receive a confirmation email as soon as the refunds are processed.  

Damaged or Faulty Items

We take great care to ensure all items are quality-checked and handled by trusted delivery partners. However, if your order arrives damaged or faulty:
 

1. Notify us within 5 days of delivery by emailing hello@hartsmede.com.

2. Include clear photographs of the defect or damage.

3. We will respond within 24–48 hours with a resolution.

4. We provide free return labels for all damaged or faulty goods. 

5. A free return label will only be issued where there is a genuine manufacturing defect or transit damage. Returns cannot be classed as faulty if they are based on personal preference or perception of quality.

6. You will have the choice of a replacement or a full refund. If a refund is requested, it will be processed once we have received the returned items and it has been checked in by our QC team. 

Tip: Please inspect packaging on delivery. If there is visible damage, note this on the courier’s paperwork before signing.

Non-Fault (Change of Mind) Returns
 

We completely understand that sometimes an item may not be quite right. While we are happy to accept change-of-mind returns within 14 days, please note the following conditions:
 

• Carriage Costs: For non-fault returns, the outbound and inbound carriage cost will be deducted from your refund (currently £5.99 per leg), along with any delivery charges originally paid.

• Restocking Charge: A restocking fee of 10% of the order value (or £9.99, whichever is greater) will also apply. This charge helps us cover unavoidable costs such as quality checks, repackaging, handling, and inventory management. It also protects our returns policy from misuse, ensuring that we can continue to offer flexibility and fair pricing to all our customers.

• Customer-Arranged Returns: If you prefer, you may arrange your own return at your expense. We strongly recommend using a tracked delivery service to safeguard against loss or damage in transit.

• Refund Process: Refunds are processed once the returned item has been received and inspected.

• Refund Recipient: Refunds can only be issued to the original purchaser and will be credited using the same payment method as the original transaction.

Our Commitment
 

Our returns policy is designed to be clear, fair, and customer-first, while also allowing us to keep our prices competitive. We sincerely appreciate your understanding and look forward to continuing to provide you with beautifully crafted, high-quality products.

For any questions or assistance, please don’t hesitate to contact us at hello@hartsmede.com