退货政策
Returns & Refunds Policy
Last updated: 01/09/2026
This policy applies to purchases made by consumers through the Hearthlyre UK website. It does not apply to trade or business purchases.
If you need to return an item or report a problem, please contact us at
support@hearthlyre.com
1. Our 30-Day Returns Policy
We offer a 30-day change-of-mind returns period for most items.
Returns notified within the first 14 days after delivery are subject to your statutory cancellation rights.
Returns notified between days 15 and 30 after delivery are accepted under Hearthlyre’s voluntary extended returns policy and must meet the eligibility conditions set out in Section 3.
You must send the item back, or make it available for an agreed collection, within 14 days of notifying us that you wish to return it. Please note that our collection service is chargeable unless the return is due to a faulty or damaged item, or an error on our part.
Holiday Returns Extension
For items purchased between 1 November and 31 December, you must notify us of your intention to return the item by 31 January. The item must then be sent back, or made available for an agreed collection, within 14 days of notification. Items returned under this extended period must meet all other conditions set out in this Returns Policy.
2. How to Request a Return
To request a return, please email support@hearthlyre.com with your order number and details of the item you wish to return. You may also provide a reason for the return, but you are not required to do so when exercising your statutory right to cancel.
If you are exercising your statutory right to cancel, you may use this email process, the model cancellation form below, or any other clear statement informing us of your decision to cancel. You are not required to use the model form.
After submitting your return request, you will receive a confirmation email with detailed return instructions and, where we are arranging the return, any applicable prepaid return label. The relevant return charge will be confirmed before the return is arranged and may be deducted from your refund. If you do not receive it, please check your junk mail folder and ensure
support@hearthlyre.com is on your safe sender list.Please wait until you have received our return instructions before sending or delivering an item to the returns centre. This helps us identify and process your return and does not affect the date on which you notified us of your decision to cancel.
Cancelling or Amending a Return Arrangement
To withdraw a return request, please reply to your original return request email and quote your order number. If a collection has already been arranged and the driver still arrives, please inform them that the return has been cancelled.
If you need to change a scheduled collection address after a return has been arranged, please contact our Customer Service team at least 48 hours before the scheduled collection time, and we will liaise with the carrier on your behalf to facilitate the change.
We cannot guarantee that a collection address or appointment can be changed once the carrier has confirmed the booking. A failed collection or late amendment may result in an additional charge of £15.
Exchanges
We do not process direct exchanges. To exchange an item, please return the original for a refund and place a separate new order.
3. Return Conditions
For returns requested between days 15 and 30 under Hearthlyre’s voluntary extended returns policy, items must be unused, undamaged, complete and in a resaleable condition, with all original parts, accessories, tags and instructions included. We may refuse a return if these conditions are not met.
For returns made under your statutory cancellation rights, you may inspect the item as you reasonably would in a shop. If handling beyond what is necessary results in missing components, damage, soiling, staining, alterations, incorrect assembly, odours, smoke, moisture, pet hair or other loss in value, we may make a reasonable deduction from your refund.
Items must be securely repackaged in their original packaging wherever reasonably possible. If the original packaging is damaged or unavailable, you must use suitably sized packaging that provides an equivalent level of protection.
Where an item has been assembled, it should be carefully disassembled before return, where reasonably possible and in accordance with the assembly instructions. Please contact us if it cannot be safely disassembled without causing damage. Items supplied unassembled will not be eligible for return between days 15 and 30 if they have been assembled.
For furniture that has been assembled or used, we may make a reasonable deduction from the refund, which may be between 15% and 25% depending on its condition, to reflect any reduction in value and reasonable refurbishment costs.
Where only part of a set is returned, the applicable return shipping costs and any reasonable deduction for loss in value will be calculated proportionately based on the components returned.
Rugs must be returned rolled and suitably protected.
Compact Sofas, Mattresses and Beds with Compressed Packaging
Please allow compact sofas, mattresses and beds supplied in compressed packaging 72 hours to air and expand fully before assessing the product.
As compressed furniture may not be capable of being returned to its original packaged dimensions once opened, please contact us before attempting to repackage or return it. We will confirm the applicable packaging and collection requirements. All items remain subject to the return conditions and value-reduction provisions set out above.
Exceptions to Change-of-Mind Returns
The following items are not normally eligible for change-of-mind returns:
- Bespoke, made-to-order and personalised products manufactured or altered to your individual requirements, as explained in Section 7.
- Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
- Items expressly marked “Final Sale” are excluded only from Hearthlyre’s voluntary extended returns period between days 15 and 30. This does not affect any applicable statutory cancellation rights.
4. Return Shipping and Collection Costs
For unwanted items and change-of-mind returns, you are responsible for the direct cost of returning the item to us.
If you arrange the return yourself, you are responsible for choosing a suitable carrier and ensuring that the item is adequately packaged. We recommend using a tracked and appropriately insured service and retaining proof of postage or collection until your refund has been completed.
If we arrange the return or collection, the confirmed return transportation charge will normally be deducted from your refund. Where collection is carried out by a carrier appointed by Hearthlyre, responsibility for the item passes to us when the carrier takes possession of it. This does not affect our right to make a reasonable deduction for any pre-existing damage or inadequate packaging that has already reduced the item’s value.
Approximate Charge Guide
The following return charges are estimates only. We will confirm the exact charge before arranging your return. The exact cost will depend on the item’s dimensions, weight, collection location, packaging requirements, and the carrier available.
| Return Method | Suitable For | Estimated Cost per Parcel |
|---|---|---|
| DPD Actual weight up to 30 kg |
Lightweight items such as side tables, stools and dining chairs | £15–£20 |
| Byeway Up to 45 kg and within the applicable size limits |
Individual small furniture items, hanging chairs and similar products | £35–£45 |
| Kinetic 0–0.75 m³ |
Small to medium-sized sofa units and dining tables | £45–£60 |
| Kinetic 0.76–1.60 m³ |
Medium to large sofas and corner sofa sections | £65–£90 |
| Kinetic 1.61–3.60 m³ |
Large furniture sets, which must be separated into individual parcels for return | £120–£180 |
| Heavy Parcel Surcharge Over 70 kg |
Applied in accordance with the original delivery weight rules | Additional £0.60 per kg |
Unless otherwise stated, return charges apply per parcel, not per product. One item that contains multiple parcels will be charged by parcel. If an order requires more than one collection, a separate collection charge will apply to each collection.
The estimated return collection cost for each large item will be displayed on the relevant product page or otherwise provided before you place your order. Unless otherwise stated, the estimated cost of returning large furniture is £65–£180 per parcel. Additional charges may apply only where clearly disclosed before purchase or where you later request an additional service.
Refused and Undeliverable Orders
If you refuse delivery because you have changed your mind, or if an order is returned to us because nobody was available to accept delivery, the delivery information was incorrect, access was not possible or the item could not fit through the available access route, the applicable return charge may be deducted from your refund.
This deduction will not apply where delivery is reasonably refused because the item is visibly damaged, incorrect or otherwise faulty, or where the failure to deliver was caused by us or our appointed carrier.
5. Refunds and Deductions
Change-of-mind returns: We will issue any refund due within 14 days of receiving the returned item or satisfactory evidence that it has been sent back, whichever occurs first.
Faulty goods: Where you are entitled to a refund after validly rejecting faulty goods, we will issue the refund without undue delay and within 14 days of agreeing that you are entitled to it.
Once issued, please allow 5–10 working days for the funds to appear in your account, depending on your bank or card issuer.
Refunds will be made to the original payment method unless otherwise agreed.
Standard delivery is provided free of charge, so there is no standard delivery charge to refund. If you paid for an optional enhanced delivery service, such as expedited or timed delivery, the additional cost of that service will not be refunded where you return an unwanted item, except where required by law.
Any confirmed return collection charge and any reasonable deduction for loss in value will be deducted from the amount refunded. We will provide details of any deduction made.
Refunds will reflect the amount actually paid for the returned item. If returning part of an order means that the remaining items no longer qualify for a multi-buy, bundle or minimum-spend promotion, we may recalculate the order in accordance with the terms disclosed when the promotion was applied. We will explain any resulting adjustment in your refund breakdown.
Where the terms of a promotion require a complimentary item to be returned with the qualifying purchase, the complimentary item must also be returned. If it is not returned, we may deduct the value stated in the promotional terms from your refund, where permitted by law.
6. Damaged, Faulty or Incorrect Items
If you receive an incorrect, damaged or faulty item, please contact us promptly at
support@hearthlyre.com.
Please provide your order number and a description of the problem. Where reasonably possible, please also provide clear photographs or video showing the item, packaging, labels and any visible damage, as this will help us assess the issue and investigate it with the carrier or manufacturer.
Please report any visible delivery damage as soon as reasonably possible. Prompt notification helps us investigate the issue with the carrier but does not affect your statutory rights.
If you exercise your short-term right to reject faulty goods within 30 days, you may be entitled to a refund. After this period, you will normally be entitled to a repair or replacement in the first instance. If a repair or replacement is unsuccessful, unavailable, disproportionate or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or final right to reject.
If a fault becomes apparent within six months of delivery, it will generally be presumed to have been present at the time of delivery unless we can show otherwise or that presumption is inconsistent with the nature of the goods or fault.
Where an item is faulty, damaged, incorrect or otherwise does not conform to the contract, Hearthlyre will cover the reasonable cost of return or collection. We will provide a prepaid return label or arrange collection where appropriate.
Please do not arrange your own paid return of a faulty, damaged or incorrect large item unless we have agreed to this in writing. If we ask you to arrange the return, we will confirm how reasonable return costs will be reimbursed.
Damage arising from normal wear and tear, misuse, accidental damage, incorrect assembly, failure to follow the care instructions or unauthorised alteration is not treated as a product fault.
7. Bespoke and Made-to-Order Items
Made-to-order items, such as products made in custom sizes or fabrics, and personalised products are excluded from our change-of-mind returns policy. Please verify all details before completing your purchase.
This exclusion applies to products manufactured or altered specifically to your individual requirements and not simply to products selected from our standard stock options.
Once production has begun, bespoke, personalised and made-to-order items cannot normally be cancelled or changed. If we agree to a cancellation or alteration after production has begun, you may be responsible for reasonable costs already incurred. We will explain and confirm any applicable charge before accepting the cancellation or alteration.
This does not affect your statutory rights where a bespoke or made-to-order item is faulty, damaged, not as described or does not match the agreed specification.
8. Large Furniture Collections
Returns for items that exceed standard carrier specifications require special arrangements. Please contact our Customer Service team for personalised assistance.
We will arrange for a specialist two-person team to collect large furniture. Our standard collection service is from your doorstep.
Additional charges may apply for room-of-choice collection, carrying items up or down stairs, or any other services beyond our standard collection service. These charges may range from £30 to £180, as set out in Section 4. Please note that this is a reference price range only. If you require a collection service, please contact us to arrange an appointment, and our team will provide a precise quote when confirming the collection.
Large furniture must be prepared and packaged in accordance with the Return Conditions in Section 3 and any additional collection instructions we provide.
Collections are subject to carrier availability. Once you have notified us that you wish to return an item, we will acknowledge your request, provide the relevant return instructions and offer the available collection dates.
You are responsible for emptying and, where required, safely disassembling the item before collection. Unless otherwise agreed in writing, the collection team will not dismantle furniture, remove doors or windows, detach fixed furniture or provide specialist lifting equipment.
The item must be safely accessible from the agreed collection point. Please tell us in advance about stairs, lifts, parking restrictions, narrow access routes or any other circumstances that could affect collection.
If collection cannot be completed because the item has not been adequately prepared, packaged or made accessible, you may be responsible for the reasonable cost of the failed collection and any subsequent collection. We will confirm the applicable charge before rearranging the collection.
Please do not leave an item outside or unattended unless we or the carrier have expressly agreed to this in writing.
9. Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please email
support@hearthlyre.com with your order number as soon as possible.We will make reasonable efforts to stop the shipment. If the order has already entered the dispatch process or has been handed to the carrier, we may be unable to prevent delivery. You may still exercise any applicable cancellation rights, but you may need to receive and return the item and may be responsible for the direct return cost in accordance with this policy.
Separate cancellation restrictions apply to bespoke, personalised and made-to-order products once production has begun, as described in Section 7.
10. Return Address
Registered returns should be sent to the following authorised returns centre, in accordance with the return instructions we provide:
Hearthlyre Authorised Returns Centre
c/o Cornupial Logistics
Unit 13, East Horton Business Park, Knowle Ln, Fair Oak
Eastleigh
SO50 7DZ
United Kingdom
Please do not return an item to this address without first registering your return and receiving our instructions. Customer drop-offs are available by appointment only.
Returns sent to another address, or sent without sufficient order information, may be delayed or refused.
11. Your Statutory Rights
Nothing in this Returns Policy affects your statutory rights.
For most goods purchased online, UK consumers have the legal right to cancel their contract without giving a reason within 14 days after the day on which the goods are received. After notifying us of the cancellation, the goods must normally be returned within a further 14 days.
You may be responsible for the direct cost of returning unwanted goods, as explained in Section 4. For items that cannot normally be returned by post, the applicable collection cost or a reasonable estimate will be provided before you place your order.
Goods must be of satisfactory quality, fit for purpose and as described. If an item does not meet these requirements, you may have rights to reject it, request a repair or replacement, receive a price reduction or obtain a refund under the Consumer Rights Act 2015.
Consumers generally have a 30-day short-term right to reject faulty goods. Further rights may continue after this period.