Order Cancellation & Refund Requests
HEARTHLIN · CUSTOMER SUPPORT
Order Cancellation & Refund Requests
Clear Guidance for Managing Your Purchase
Learn how to request an order cancellation, submit a refund inquiry and understand the steps involved in resolving purchase-related concerns with hearthlin.
1. Our Approach to Order Cancellations and Refunds
At hearthlin, we understand that plans can change after placing an order. You may need to reconsider a furniture purchase, correct an order detail or request a refund because a product did not meet your expectations.
We aim to make the cancellation and refund process straightforward by providing clear information and reviewing each request according to its circumstances and applicable consumer protection requirements.
Because furniture products may require preparation, packaging and transportation arrangements, the available options can depend on the current status of your order.
This page explains how to submit a request, what information to provide and what to expect during the refund process.
2. Quick Overview of the Process
STEP 01
Prepare Your Order Information
Locate your order number, purchase email and the details of the item concerned.
STEP 02
Contact Customer Service
Send your cancellation or refund request to our customer service email address.
STEP 03
Order Status Review
We review whether the order is being processed, prepared, dispatched or already delivered.
STEP 04
Cancellation or Refund Review
Your request is evaluated according to the applicable order terms and consumer rights.
STEP 05
Refund Processing
Where a refund is due, the applicable refund will be processed and the payment provider or bank may require additional time to display the funds.
3. How to Request an Order Cancellation
If you no longer wish to proceed with an order, please contact us as soon as possible. Early communication gives us a better opportunity to review your request before additional fulfillment steps take place.
Provide Your Order Number
Include the order reference shown in your confirmation email so that we can identify the correct purchase.
Identify the Product
If your order contains multiple products, specify which item or items you wish to cancel.
Explain Your Request
Briefly explain that you would like to cancel your order. You may also mention any relevant changes to your purchasing plans.
Submit Your Request Promptly
Send your request to gloqora@hearthlin.com. We will review the order status and communicate the available next steps.
4. Cancellation Requests Based on Order Status
The stage of fulfillment is an important factor when reviewing an order cancellation request.
Before Order Processing
If your order has not entered processing, cancellation may be easier to arrange. Please contact us promptly so that we can review its current status.
During Order Processing
If preparation has already started, the available cancellation options may depend on the progress of the order and whether fulfillment activities can still be stopped.
After Dispatch
Once an order has been dispatched, it may no longer be possible to stop the shipment through an ordinary cancellation request. You can contact us to discuss the appropriate return or withdrawal procedure.
After Delivery
If you have already received your order, you may be eligible to request a return or exercise an applicable consumer withdrawal right. Please refer to our Returns & Refund Policy for further information.
5. Requesting a Refund
If you believe you are entitled to a refund, please contact our customer service team and provide the information needed to review your request.
For Cancelled Orders
If an order is successfully cancelled and a refund is due, the applicable refund will be processed according to the relevant purchase terms and consumer protection requirements.
For Returned Products
If you are returning an eligible product, follow the applicable return procedure and provide any requested order or return information.
For Damaged or Incorrect Products
If your order arrives damaged, incomplete or different from what you purchased, contact us with photographs and a description of the issue so that we can review the appropriate solution.
For Duplicate Payments
If you believe you have been charged more than once for the same purchase, contact us with the order reference and relevant transaction information. Do not send full card numbers or security codes.
6. Our Refund Processing Time
We aim to handle eligible refund requests clearly and efficiently. Once a refund has been approved and is ready to be processed, the following estimated timeframes apply.
REFUND PROCESSING TIME
3–5 Days
Estimated time for processing an approved refund
BANK OR PAYMENT ACCOUNT POSTING
5–10 Days
Estimated additional time for the funds to appear in your account
Understanding the Difference
Refund processing refers to the time required for us to process an approved refund. Bank or payment account posting refers to the additional time that an external financial institution or payment provider may need to make the funds visible in your account.
The actual time required for the funds to appear may vary depending on your bank, payment provider and account processing procedures.
7. Refunds for Consumer Withdrawal Requests
Where an applicable consumer withdrawal right applies, we will process the refund in accordance with the relevant legal requirements.
14-Day Withdrawal Period
Eligible consumers may exercise their right to withdraw from a purchase within the applicable 14-day period, subject to the relevant legal requirements and exceptions.
Refund of Payments
Following a valid withdrawal, we will reimburse all payments received from you, including the cost of standard delivery, in accordance with applicable law. Any additional delivery costs resulting from your choice of a more expensive delivery option than the least expensive standard delivery offered are not required to be reimbursed where permitted by law.
14-Day Refund Deadline
We will reimburse the applicable amounts without undue delay and no later than 14 days from the date we are informed of your decision to withdraw from the contract.
Permitted Temporary Withholding
Where permitted by applicable law, we may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent them back, whichever occurs first.
Refund Method
Unless otherwise agreed with you, reimbursement will be made using the same means of payment used for the original transaction. You will not incur additional fees for the reimbursement itself.
8. How to Submit a Withdrawal Request
If you wish to withdraw from an eligible purchase, you may inform us of your decision through a clear statement sent to our customer service email address.
Information to Include
- Your full name.
- Your order number.
- The email address used during checkout.
- The product or products concerned.
- Your clear statement that you wish to withdraw from the purchase.
Send your withdrawal statement to gloqora@hearthlin.com.
You may also use the model withdrawal form provided below. Using the form is optional; any other clear statement communicating your decision to withdraw is sufficient.
9. Model Withdrawal Form
Complete and send this form only if you wish to withdraw from your purchase.
MODEL WITHDRAWAL FORM
To: hearthlin
Email: gloqora@hearthlin.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product name(s): __________________________________
Order number: ____________________________________
Ordered on: ______________________________________
Received on (if applicable): __________________________
Consumer name: __________________________________
Consumer address: ________________________________
Consumer email: __________________________________
Date: ___________________________________________
Signature (only if this form is submitted on paper): __________________________
Please send the completed form by email or another appropriate written method. You do not need to use this exact form if you have already communicated your withdrawal decision clearly.
10. Returns of Large Furniture Items
Returning furniture can require additional coordination because many items are bulky, heavy or shipped in multiple packages.
Contact Us Before Arranging a Return
Please contact our customer service team before arranging a furniture return so that we can provide the relevant return instructions.
Keep the Original Packaging Where Possible
Where practical, retain the original packaging and protective materials to help protect the product during return transportation.
Check All Product Components
Check whether the item includes all associated components, accessories and parts before preparing the return.
Review Return Arrangements
Return transportation arrangements and applicable costs will be handled according to the relevant policy and mandatory consumer protection requirements.
11. Important Information About Refund Eligibility
Refund eligibility depends on the reason for the request, the condition and status of the product, the applicable purchase terms and any consumer rights that apply.
Change of Mind
Eligible consumers may request a return or exercise an applicable withdrawal right within the relevant period. Please contact us for instructions.
Damaged or Defective Products
If a product is damaged, defective or does not conform to the order, contact us with supporting information. Applicable remedies will be assessed under relevant consumer protection requirements.
Incorrect or Missing Items
If an order contains an incorrect item or missing components, please provide the relevant order information and photographs where possible.
Products with Special Conditions
Certain products may be subject to specific return conditions or legally permitted exceptions. Any such conditions do not remove consumer rights that cannot legally be excluded.
12. What If Your Refund Has Not Arrived?
If you have received confirmation that a refund has been processed but the funds are not yet visible in your account, consider the following steps.
Check the Original Payment Account
Verify the payment method used for the original purchase and review the relevant account or transaction history.
Allow Time for External Processing
Banks and payment providers may require additional time to display a processed refund. The estimated posting period is 5–10 days.
Contact Your Payment Provider
If the refund has been processed but is not visible after the expected posting period, you may contact your bank or payment provider for assistance.
Contact hearthlin
If you need clarification about the refund processing status, email us with your order number and relevant refund information.
13. Important Information About Refund Deductions
Any deductions or costs associated with a return will be assessed according to the applicable return terms and mandatory consumer protection requirements.
Original Standard Delivery Costs
For valid consumer withdrawal requests where the applicable law requires reimbursement, the cost of the least expensive standard delivery option offered will be included in the refund.
Additional Delivery Services
Where permitted by applicable law, additional costs resulting from selecting a more expensive delivery option may not be refundable.
Return Transportation
Responsibility for return shipping costs depends on the reason for the return, the applicable policy and mandatory legal requirements.
Product Condition
Where legally permitted, a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be considered when assessing a refund. This does not affect rights that cannot legally be restricted.
14. Order Cancellation and Refund Frequently Asked Questions
Can I cancel an order after placing it?
You can contact us to request cancellation. Whether the order can be stopped depends on its current processing and fulfillment status and any applicable legal rights.
Can I cancel an order that has already been dispatched?
An ordinary cancellation may no longer be possible after dispatch. However, you may still have applicable return or withdrawal rights. Contact us for the appropriate procedure.
How long does refund processing take?
Our estimated refund processing time is 3–5 days after an eligible refund is approved and ready for processing.
How long does it take for the money to appear in my bank account?
After refund processing, the bank or payment provider may require an additional estimated 5–10 days to display the funds.
Do I need to explain why I want to withdraw?
You do not need to provide a reason when exercising an applicable statutory consumer withdrawal right.
Can I receive a refund for the original delivery cost?
For an eligible statutory withdrawal, the cost of the least expensive standard delivery option must be reimbursed where required by applicable law.
What if I received a damaged item?
Contact us with your order number, a description of the damage and photographs of the product and packaging where possible. We will review the appropriate solution.
Can I use the withdrawal form to request a refund?
Yes. You can use the model withdrawal form on this page or send another clear written statement communicating your decision to withdraw from an eligible purchase.
15. Consumer Rights and Important Disclaimer
This policy provides general information about order cancellations, refunds and returns. It is not intended to provide legal advice or replace any mandatory consumer protection requirements that apply to a particular transaction.
Your statutory consumer rights remain unaffected. Nothing in this policy is intended to exclude, restrict or waive any right that cannot legally be excluded or restricted.
The availability of cancellation, withdrawal and refund options may depend on the applicable law, the type of product and the circumstances of the transaction.
Any estimated refund processing or bank posting timeframe is provided for general guidance and does not override mandatory statutory refund deadlines.
In the event of any inconsistency between this policy and mandatory applicable law, the mandatory legal requirements will prevail.
16. We're Here to Help
We understand that managing a furniture purchase sometimes requires additional assistance. Whether you need to request a cancellation, clarify a refund or discuss a return, we welcome your inquiry.
Please include your order reference and a clear explanation of your request so that we can review the relevant information.
Thank you for choosing hearthlin. We appreciate the opportunity to assist you and make your shopping experience as clear and convenient as possible.
Contact Us About Your Cancellation or Refund
For assistance with cancellation requests, refund inquiries or return arrangements, please contact our customer service team.
Brand:
hearthlin
Address:
4-1-15-311 Higashinakajima,
Higashiyodogawa-ku, Osaka-shi,
Osaka 533-0033, Japan
Email:
gloqora@hearthlin.com
Phone:
+81 (708) 926 98 36
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM
Service Availability:
Our customer service team is available during the stated business hours. Emails received outside these hours will be reviewed during the next available business period.
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