HEARTHLIN · CUSTOMER CARE

Returns & Refund Policy

A thoughtful and straightforward approach to returns, exchanges and refunds, designed to make your shopping experience more comfortable.

1. Overview & Policy Scope

At hearthlin, we want you to feel confident when choosing furniture and home furnishings for your space. We understand that purchasing furniture is an important decision, and sometimes a product may not be quite what you expected.

This Returns & Refund Policy explains the conditions and procedures for requesting a return, exchanging an eligible product, cancelling an order, and receiving a refund.

This policy applies to purchases made through the hearthlin online store for delivery within the United States. It should be read together with our Shipping Policy, Terms of Service and other applicable store policies.

2. 14-Day Return & Withdrawal Period

We offer a 14-day return and withdrawal period for eligible purchases. You may withdraw from your purchase without providing a reason within 14 days of receiving the goods.

The withdrawal period begins on the day you, or a person designated by you other than the delivery carrier, physically receive the product.

To exercise your right of withdrawal, you must clearly inform hearthlin of your decision before the 14-day period expires. You may do so by contacting us through our customer service email or by using the withdrawal form provided below.

You do not need to provide a specific reason for requesting a withdrawal within this period.

After notifying us of your decision, please arrange the return of the product in accordance with the return instructions provided by our customer service team. The goods must be sent back within 14 days after you communicate your withdrawal decision.

3. Return Eligibility & Product Condition

To help us process your return efficiently, please follow these general product-handling guidelines:

• Keep the product, accessories, hardware, manuals and other included components together.
• Where possible, retain the original packaging and protective materials, especially for large furniture items.
• Handle and inspect the product carefully. Avoid unnecessary assembly, installation or use beyond what is reasonably required to inspect its characteristics and condition.
• Take photographs of the product and packaging if you notice damage, missing components or other issues.
• Contact us before arranging a return shipment so that we can provide the appropriate return instructions.

If a product shows signs of use, damage or alteration beyond what is reasonably necessary for inspection, any legally permissible reduction in its refund may be considered based on the circumstances.

Nothing in these conditions is intended to remove any consumer rights that cannot legally be excluded or restricted.

4. Products Not Eligible for Standard Returns

Certain products may be excluded from our standard voluntary return arrangements, subject to applicable consumer protection laws.

• Custom-made products: Furniture or home products manufactured, customized or specially prepared according to individual customer specifications or personal requirements.
• Clearance products: Products explicitly identified as clearance or non-returnable items at the time of purchase.
• Final Sale products: Items expressly marked as Final Sale and identified as ineligible for standard change-of-mind returns before the order is placed.

These exclusions do not affect any rights you may have concerning defective, damaged, incorrectly supplied or misdescribed products, or any other rights that cannot legally be excluded.

Where applicable law provides a mandatory right of withdrawal or another consumer remedy, that right will take precedence over any conflicting exclusion in this policy.

5. How to Request a Return or Exchange

We recommend following these steps when requesting a return or exchange:

6. Return Shipping Costs & Restocking Fees

Return shipping arrangements may differ depending on the product type, delivery method and reason for the return.

For a voluntary change-of-mind return, any applicable return shipping cost or other return-related charge will be communicated before the return is arranged.

No undisclosed return shipping charge or restocking fee will be applied. Any fee must be disclosed in advance and must be permitted by applicable law.

Where a product is defective, damaged during transportation, incorrectly supplied or otherwise does not conform to the order, the applicable return or replacement arrangements will be assessed according to the circumstances and applicable consumer protection requirements.

We will provide specific return instructions before you arrange transportation, particularly when the product is large, heavy or requires special handling.

7. Refund Processing Time

We aim to process approved refunds promptly and keep the refund process as clear as possible.

Our refund obligation following withdrawal: Once you notify us of your decision to withdraw from the contract, we will reimburse all payments received from you, including the cost of the least expensive standard delivery option offered for the original order, within 14 days of receiving your withdrawal notification.

We may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.

If you originally selected a more expensive delivery option than our least expensive standard delivery service, the additional delivery cost will not be included in the reimbursement where permitted by applicable law.

Our estimated internal refund processing time is 3–5 days. After the refund has been issued, your bank or payment provider may require an additional 5–10 days to post the funds to your account. These banking and payment provider processing times are external to hearthlin and may vary.

Refunds will generally be issued using the original payment method unless another arrangement is agreed upon or required by applicable law. No additional refund processing charge will be imposed on the customer.

8. Model Withdrawal Form

If you wish to withdraw from your purchase within the applicable 14-day period, you may copy, complete and email the following form to our customer service team. Using this form is optional. A clear written statement of your withdrawal decision is also acceptable.

Please send your completed form to gloqora@hearthlin.com. Our team will acknowledge your request and provide the next steps.

9. Damaged, Defective or Incorrect Items

We take product quality and delivery condition seriously. If your furniture arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

To help us assess the situation, please provide:

• Your order number and product name.
• A clear description of the problem.
• Photographs showing the affected product or component.
• Photographs of the outer packaging and protective materials, where relevant.
• Details of any missing hardware, accessories or parts.

Depending on the nature of the issue, available solutions may include supplying missing components, arranging a repair, providing a replacement product or part, or issuing an appropriate refund.

We will assess each case individually and communicate the available resolution. These procedures do not restrict any mandatory consumer rights or remedies.

10. Large Furniture Delivery & Access Conditions

Furniture delivery requires additional planning because many items are larger and heavier than ordinary parcels. Before placing an order, we encourage customers to check whether the product can be safely transported into the intended room.

Please check the following measurements:

• Main entrance and apartment door width and height.
• Hallways, corridors and internal passageways.
• Elevator door dimensions and interior capacity.
• Staircase width, ceiling clearance and landing space.
• Turning angles, corners and other restricted access points.
• Available space in the room where the furniture will be placed.

For apartment deliveries, customers should consider building access arrangements, delivery restrictions and any applicable requirements for using shared entrances or elevators.

Standard delivery generally covers the delivery service specified at checkout or in the order confirmation. Carrying furniture upstairs, bringing items into a specific room, assembly, installation and removal of old furniture are not included unless expressly stated in the purchased service.

White-glove delivery or other enhanced delivery services are only included when explicitly offered and confirmed as part of the order.

If access limitations prevent delivery, please contact our customer service team so that we can discuss the available arrangements. Any additional service or charge must be communicated before it is agreed upon.

11. Delivery Delays, Rescheduling & Failed Delivery

Furniture deliveries may require coordination between the customer and the delivery service. Where an appointment or delivery arrangement is necessary, please ensure that your contact information and delivery details are accurate and accessible.

Rescheduling: If you need to change an arranged delivery appointment, please contact us as early as possible. Changes will depend on the delivery arrangements and available scheduling options.

Delivery delays: If your order is delayed, please contact our team with your order number. We will review the available delivery information and help clarify the next steps.

Failed delivery attempts: If delivery cannot be completed because the delivery location is inaccessible, no authorized recipient is available where required, or other delivery conditions are not met, the delivery may need to be rearranged.

Refused deliveries: If you refuse a delivery, please contact us immediately and explain the reason. A refusal does not automatically constitute an approved return or a completed withdrawal request.

Any consequences of a failed delivery or refusal will be assessed according to the circumstances, the agreed delivery service and applicable law. We will not impose undisclosed charges.

12. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible and include your order number.

Cancellation requests will be reviewed according to the order's current processing and delivery status.

• Before fulfillment: If the order has not entered fulfillment or shipping, we will review whether cancellation can be completed.
• During preparation: If the order is already being prepared, cancellation may depend on the stage of processing and the product's characteristics.
• After dispatch: If the order has already been shipped, the request will generally be handled through the applicable return and withdrawal process.

A cancellation request is not considered confirmed until we communicate the outcome. Nothing in this section limits any applicable statutory cancellation or withdrawal rights.

13. Natural Materials, Color Variations & Dimensions

Furniture made with natural materials may display unique characteristics that are part of its appearance and construction.

Wood grain and color: Natural wood may vary in grain pattern, tone, texture and surface markings. These differences can occur between individual pieces and are not necessarily defects.

Upholstery and finishes: Fabric, leather-like materials, coatings and other finishes may show subtle variations in texture or appearance depending on the material and manufacturing process.

Product photography: The displayed color of a product may differ slightly from its actual appearance due to lighting, photography, display settings and screen calibration.

Dimensions: Product measurements are provided as a guide. Minor measurement variations may occur due to manufacturing processes, materials and measurement methods.

These natural variations do not automatically indicate a product defect. However, material discrepancies, substantial deviations from the product description or other issues that affect the product's conformity will be assessed appropriately.

14. Product Warranty & Coverage

Any product warranty expressly provided by hearthlin will be described in the applicable product information or separate warranty documentation.

Where an applicable warranty exists, its coverage will be determined by the specific warranty terms, product description and applicable consumer protection requirements.

Warranty assessments may distinguish between:

• Manufacturing defects or faults in materials and workmanship.
• Damage resulting from misuse, improper handling or unauthorized modifications.
• Normal wear and tear associated with ordinary use.
• Damage caused by incorrect assembly, improper installation or failure to follow product instructions.
• Changes resulting from unsuitable environmental conditions or inadequate maintenance.

No specific warranty duration or additional warranty coverage is implied by this policy. Any mandatory rights or remedies available under applicable law remain unaffected.

15. Furniture Care & Maintenance

Proper care can help maintain the appearance and usability of your furniture over time. We recommend following the product-specific care instructions whenever available.

• Wood furniture: Use a soft, dry or slightly damp cloth for routine cleaning. Avoid prolonged exposure to moisture, direct sunlight and excessive heat.
• Upholstered furniture: Follow the recommended cleaning method for the particular fabric or covering. Test cleaning products on an inconspicuous area when appropriate.
• Metal components: Keep surfaces dry and clean to help reduce moisture-related deterioration.
• Outdoor furniture: Follow the relevant product care instructions and consider appropriate protection from prolonged exposure to weather conditions.
• Assembly and hardware: Follow the supplied assembly instructions and periodically check accessible fittings where appropriate.

Using unsuitable cleaning products, excessive moisture or incorrect maintenance methods may affect the appearance and condition of furniture materials.

16. Shipping Information & Delivery Charges

hearthlin currently offers delivery within the United States, subject to the destinations available at checkout.

Order processing time: Approximately 1–3 days.

Estimated delivery time: Approximately 5–8 days after dispatch.

Free shipping: Orders with a total value of €129.99 or more qualify for free standard shipping.

Standard shipping fee: Orders below €129.99 are subject to a €7.99 standard shipping fee.

All applicable taxes and related charges are included in the displayed product prices. You will not be required to pay additional charges beyond the amounts disclosed during checkout.

Delivery estimates are provided for reference and may vary depending on the destination, product availability and delivery arrangements. Please refer to our Shipping Policy for additional information.

17. Consumer Rights & Legal Disclaimer

This policy is intended to explain the return, withdrawal and refund arrangements offered by hearthlin. It is not legal advice and does not constitute a guarantee of compliance with every consumer protection requirement in every jurisdiction.

Depending on the customer's location and the circumstances of the transaction, additional consumer protection laws may apply.

Nothing in this policy is intended to exclude, restrict or waive any consumer right, statutory remedy or legal protection that cannot lawfully be excluded, restricted or waived.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict.

We're Here to Help

If you have questions about a return, refund, exchange or furniture delivery, our customer service team is here to assist you.

hearthlin

Thoughtful Living. Comfortable Spaces.

Thank you for choosing hearthlin.