Refund policy
Refund, Return & Exchange Policy
Last updated: [insert date when publishing]
At Hearthroot, we stand behind every product we make. If your order isn't right for you, we'll make it right — no returns hassle, no questions asked.
Our 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all Hearthroot products. If you're not satisfied with your purchase for any reason, you may request a full refund within 30 calendar days from the date your order was delivered.
This guarantee applies to:
- One-time purchases
- Both opened and unopened products
- Any Hearthroot product purchased directly from hearthroot.co
This guarantee does not apply to:
- Products purchased from third-party retailers or resellers
- Orders placed more than 30 calendar days before the refund request
- Bulk or wholesale orders (contact us directly for wholesale terms)
How to Request a Refund
To request a refund, follow these three steps:
1. Contact our team.
Email us at support@hearthroot.co within 30 days of delivery. Please include:
- Your order number
- The email address used at checkout
- A brief note about your experience (optional, but it helps us improve)
2. Receive return instructions.
Our team will respond within 1–2 business days with confirmation and, if applicable, return instructions and the return address below.
3. Ship the product back (if requested).
For most refund requests, we do not require the product to be returned. In cases where a return is requested, ship the item to:
Hearthroot Returns
4542 Samantha Ct
The Villages, FL 32163
United States
Return shipping is the responsibility of the customer unless the product arrived damaged, defective, or was shipped in error. We recommend using a trackable shipping method — Hearthroot is not responsible for lost or undelivered return packages.
Refund Processing Time
Once your refund is approved, we will process it within 14 business days. Refunds are issued to the original payment method used at checkout.
Please note that after we process the refund on our end, your bank or card issuer may take an additional 3–10 business days to reflect the refund on your statement. This timing is outside of our control.
If you have not received your refund within 20 business days of approval, please contact us at support@hearthroot.co and we will investigate.
Damaged, Defective, or Incorrect Orders
If your order arrived damaged, defective, or contains an incorrect item, please contact us at support@hearthroot.co within 7 days of delivery with:
- Your order number
- A clear photograph of the issue
- A brief description of what went wrong
In these cases, we will cover all shipping costs and issue a full refund or send a replacement — whichever you prefer. You will not be required to return the damaged or incorrect product unless specifically requested.
Non-Refundable Items
The following are not eligible for refund:
- Digital products, gift cards, and store credits
- Orders flagged as fraudulent or in violation of our Terms of Service
- Products returned outside of the 30-day window without prior authorization
Cancellations
Orders may be cancelled for a full refund if the request is received before the order has been shipped. Once an order has shipped, the standard refund process outlined above applies. Cancellation requests should be sent to support@hearthroot.co as soon as possible.
Exchanges
We do not offer direct exchanges at this time. If you would like a different product, we recommend placing a new order and requesting a refund on the original purchase, following the process above.
International Orders
At this time, Hearthroot ships within the United States only. Our refund policy applies to U.S. domestic orders. If you received a Hearthroot product internationally through a third-party service, please contact that reseller directly.
Contact Us
Questions about our refund policy? We're here to help.
Email: support@hearthroot.co
Response time: Within 1–2 business days
Return address: 4542 Samantha Ct, The Villages, FL 32163, United States
Changes to This Policy
Hearthroot reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last updated" date. Refunds are governed by the policy in effect at the time of your purchase.